Senior Professional Services Engineer

Summary

Join NICE, a global leader in AI, cloud, and digital technologies, as a Senior Professional Services Engineer. This customer-facing, billable role requires engaging clients in a consultative manner, leveraging expertise in NICE products and the contact center industry. Responsibilities include technical and business tasks such as managing customer expectations, configuring NICE products, coordinating inter-departmental activities, and tracking project status. The position also involves mentoring junior staff and providing consultative performance in all areas related to NICE solutions provisioning, implementation, and deployment. The ideal candidate will possess a strong technical background, project management skills, and excellent communication abilities. This role offers the opportunity to work with diverse clients in both the public and private sectors.

Requirements

• BS/BA in technical (e.g., CS/IS/EE) or business (e.g., Marketing/MIS) field or equivalent work experience required
• 7+ years of professional experience beyond education requirements above
• Implementation: broad skills in both technology & analysis; experience in communicating at a technical and functional level while managing business rapport
• Business Optimization: deep skills around business analysis/call centers; experience in the KPIs and best practices of call centers and their operations
• Education & Enablement: professional and confident public presence; experience in commanding large audiences as a trainer and/or speaker
• Engineering Services: deep skills in specialized technical & functional areas; deeply technical expertise around software engineering, programming languages, integration, and/or databases
• Desired personal profile: analytical, inquisitive, service & team-oriented, friendly demeanor, early adopter

Responsibilities

• Provide Staff-level technical configuration and, in some cases, programming as required
• Provide process, data and object modeling 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 Staff-level expertise and currency in industry leading contact center 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
• Conduct comprehensive cost/benefit analysis and prepare business cases for 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
• Assist with comprehensive cost/benefit analysis and preparation of business cases for new projects
• Supervise during project life cycle any junior level client staff, or any sub-contracted personnel assigned to your project team

Preferred Qualifications

• MBA preferred
• Prior consulting experience