Professional Services Engineer, Pipeline

Summary

Join Sutherland as a MCR Engineer to work on product remote implementation, configuration, and integration of the NICE platform. The successful candidate will provide technical expertise and contribute to project delivery from sales to services transition.

Requirements

• Minimum 2 years’ experience with Product implementation & integration
• Fluid English & Portuguese speaking
• Well versed with Customer engagement
• Understanding Project Delivery working model & terms
• Excellent communication and problem-solving skills
• Team Player – Proven ability to work in a team environment
• Ability to communicate with multi-cultural teams in other countries
• Able to learn and adapt a new technology independently and fast
• Able to work in dynamic environments
• Works methodologically and follows process
• B.E. in Computer Science, Electrical Engineering, Information Technology, or related technical degree preferred

Responsibilities

• Installation and integration of NICE software solutions remotely
• Work directly with the implementation team to assist with any technical questions regarding the solution from kick-off of the project until handover of the delivered solution to our support center
• Ensure that all components of the technical architecture are properly integrated and implemented
• Communicate and reconcile any design flaws found during the delivery of NICE Solutions
• Assist customers and their vendors with configuration requirements for all NICE Integration points in their environment
• Provide technical expertise of the entire NICE product suite, implementation methodology, and/or related technology
• Conduct systems testing for performance and reliability
• Report issues found during implementation and engage support teams for assistance, as well as escalate to higher tiers and management; as appropriate
• Provide basic application overview, technical support, and technical quality control throughout all stages of the project
• Effectively manage time, maintain regular communication, and updates to both customer and management
• Flexibility towards after hours and weekend activities
• Document and add Lesson learned and Resolutions to the Nice Knowledge Base
• Communicate with R&D/product support about customer technical feedback on implementation of product related enhancements and fixes

Preferred Qualifications

• Experience with Advanced Solutions – Recording/Telephony Integrations, MDC , LDAP, SSO, ACD, DB migrations, Disaster Recovery or HA solutions
• Microsoft Windows Server Installation and Configuration – IIS
• Microsoft Security – Active Directory, Security Policies, Hardening, Encryption
• Microsoft SQL Server Installation and Configuration
• Maintenance – Backups and Recovery, Security
• Scripting – Basic Query and Update knowledge
• Network Principles – 7 Layer OSI Model, TCP, UDP
• Network Devices – NICs, Switches, Routers, MPLS
• Troubleshooting – Sniffers and various other Network Testing and Analysis tools
• CCNA and MCSE certifications preferred
• AWS, Azure, HP, Dell, VMWare, and Citrix certifications are a plus