Senior Professional Services Engineer

Summary

Join NICE, a global leader in software solutions, as a Professional Service Engineer (PSE). As a PSE, you will be part of the delivery team, responsible for the remote implementation, configuration, and integration of the NICE platform. You will work closely with the project team, providing technical expertise and support throughout the project lifecycle. Your responsibilities include installing and integrating NICE software solutions, ensuring proper integration of technical components, communicating design flaws, assisting customers with configuration requirements, conducting systems testing, and reporting issues. You will also provide technical support, manage time effectively, and maintain regular communication with customers and management. This role requires flexibility for after-hours and weekend work. NICE offers a hybrid work model with flexibility between office and remote work.

Requirements

• 4+years of experience with NICE NIM/Engage, NTR, RTA Experience
• Minimum 3 years’ experience with Product implementation & integration
• Experience with Advanced Solutions – Recording/Telephony Integrations, MDC , LDAP, SSO, ACD, DB migrations, Disaster Recovery or HA solutions
• Readiness to work in shift - APAC & EMEA
• Microsoft Windows Server Installation and Configuration – IIS
• Microsoft Security – Active Directory, Security Policies, Hardening, Encryption
• Server Hardware – HP, Dell, IBM
• Virtual Servers - VMWare – ESX, VSX Clusters, VMotion
• Citrix Servers – Configuration and Optimization
• Application Servers - J2EE, JBoss, Tomcat, Apache, Liferay, Mule
• SQL/Oracle
• Microsoft SQL Server Installation and Configuration
• Oracle Installation / 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
• Telephony Experience - PBX, Switch and ACD Vendors - Avaya, Cisco, Genesys, Nortel, Aspect, Alcatel etc
• VoIP Experience – Avaya, Cisco, Nortel

Responsibilities

• Installation and integration of NICE software solutions remotely, while following defined methodology, processes, system requirements, and customer specific needs
• 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

• NICE Engage Certification preferred
• CCNA and MCSE certifications preferred
• AWS, Azure, HP, Dell, VMWare, and Citrix certifications are a plus

Benefits

• Enjoy NICE-FLEX!
• At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week