Senior Services Engineer

Summary

Join NICE, a global leader in AI, cloud, and digital technologies, as a Managed Operational Services Engineer. You will be responsible for remotely supporting and maintaining NICE platforms at customer sites, ensuring smooth operations and resolving technical issues. This role involves working directly with client system engineers, providing L1/L2/L3 support, and managing customer relationships. You will also assist with NICE projects, installations, and change management, ensuring the customer's environment and infrastructure are well-maintained. This position offers a hybrid work model with 2 days in the office and 3 days remote, fostering collaboration and innovation while providing flexibility.

Requirements

• Must have a minimum of 4+ years of proven experience with the following
• Experience working with voice and data networks in the capacity of design, implementation or project management
• Microsoft operating systems, Networking, SQL, Security and VoIP technology
• Experience of working in medium or large teams. Must be a Team player

Responsibilities

• The Managed Operational Services Engineer is responsible for the remote support and maintenance of the NICE platforms at the customer site
• The MOS Engineer will manage NICE related issues and outages in a timely manner and enhance the client's ability to maintain the NICE system
• In addition, the MOS Engineer will assist with NICE projects, installations, and change management as required to support the customer’s environment and infrastructure
• Position reports on a day-to-day basis to MOS Manager
• Knowledge of NICE solutions – Engage/NTR
• Work directly with client's System Engineers to support the NICE infrastructure across the customer’s organization globally
• Create record of the case and performing remediation in accordance to the severity of the case
• Provide L1/L2/L3 support as required of the technical support for the NICE product, and utilize, engage and co-ordinate efforts with suppliers/other representatives as needed
• Assist client's Administrators with questions and problems associated with the configuration, administration, and management of users in the NICE system
• Document and maintain NICE system specifications (Site Documentation) across all sites
• Provide and evaluate proactive Health Checks on a daily, weekly and monthly basis
• Perform MAC (Move/Add/Change) jobs
• Assist with NICE projects, installations, and change management as required to support environment and infrastructure
• Perform NICE system maintenance across all sites as required
• The MOS Engineer is expected to manage the customer relationship and expectations, communicate effectively, and troubleshoot and resolve technical issues
• Effectively manage time and maintain regular communication and updates to both customer and management
• Participate in training classes, or special projects as needed
• Other roles and responsibilities may be assigned on an as needed basis

Preferred Qualifications

• Telephony experience and certifications – TDM, VoIP and CTI – advantage
• Telephony Experience with most common PBX, Switch and ACD Vendors - Avaya, Nortel, Aspect, Siemens and Cisco – advantage
• CTI Experience with most common PBX, Switch, ACD and CTI vendors – Avaya Map-D, DLG, CV-LAN, AES (TSAPI), Nortel Symposium, Aspect Prospect, Portal, Contact Server (CMI), Siemens Call-Bridge, Cisco ICM, Genesys – advantage
• HP, MCSE, MCP certifications – advantage
• Certified on all NICE Systems solutions – advantage

Benefits

• Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment!
• As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations
• If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr!
• 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
• Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere