Senior Professional Services Engineer

Summary

Join NICE, a global leader in customer experience solutions, as a Senior Professional Services Engineer. This customer-facing, billable role requires expertise in Nice CXone products and the contact center industry. You will provide technical and business solutions, manage projects, and ensure customer satisfaction. The position involves significant financial responsibility, impacting revenue generation and customer loyalty. You will leverage your senior-level technical skills in configuration, programming, database management, and architecture. NICE offers a fast-paced, collaborative environment with ample opportunities for growth and development.

Requirements

• Senior-level technical configuration and, in some cases, programming skills
• Process, data and object modelling skills in a variety of application and database environments
• Database design, development, and enhancement skills, as well as management and coordination of changes to existing applications
• Technical architecture leadership, analysis, design, development, and enhancement skills
• Senior-level expertise and currency in industry leading contact centre technologies

Responsibilities

• Engage customers in a consultative capacity and provide specialized expertise around Nice CXone products, the contact centre industry, and other contact centre ecosystem topics including CRM, telecommunications infrastructure, analytics, social media, and others
• Manage customer expectations and satisfaction
• Configure Nice CXone products based on best practices and customer requirements
• Coordinate inter-departmental activities within Nice CXone
• Track time and status within Nice CXone systems
• Provide consultative performance in all areas related to Nice CXone solutions provisioning, implementation, and deployment of technical and business solutions to clients
• Ensure hours are accurately tracked and recorded on customer master account
• Ensure deployments are completed timely, accurately, and according to customer's contract
• Ensure that adjustments made to customer's account are completed in accordance with the Company's Adjustment Policy
• Provide senior-level technical configuration and, in some cases, programming as required
• Provide process, data and object modelling in a variety of application and database environments
• Provide database design, development, and enhancement, as well as management and coordination of changes to existing applications
• Provide technical architecture leadership, analysis, design, development, and enhancement
• Maintain senior-level expertise and currency in industry leading contact centre technologies
• Serve in a project manager capacity via management of end-to-end system life cycle development of small to large-scale projects
• Develop costing proposals for projects, perform risk analysis, and manage change control
• Provide business analysis, business area assessment, user needs analysis and business systems design for major projects
• Present a professional image in conduct, attitude, and attire
• Assist with the development of client information management standards and evaluation of technology trends
• Contribute to business area assessment, user needs analysis and business systems design
• Supervise during project life cycle any intermediate or junior level client staff, or any sub-contracted personnel assigned to your project team
• Supervise and mentor all intermediate and junior level Nice CXone staff working on other projects under your area of responsibility
• Always follow the company Code of Ethics and Nice CXone policies and procedures
• Communicate in an effective and professional way with customers in and outside of Nice CXone

Benefits

• Work in a fast-paced, collaborative, and creative environment
• Endless internal career opportunities across multiple roles, disciplines, domains, and locations