Senior Services Engineer

Summary

Join NiCE, a global leader in customer experience, financial crime fighting, and public safety software, as a Managed Operational Services Engineer. This role involves providing remote support and maintenance of NiCE platforms at customer sites, managing issues and outages, and assisting with projects and installations. You will work directly with clients' system engineers, providing L1/L2/L3 support and collaborating with suppliers. Responsibilities include creating case records, performing remediation, assisting administrators, documenting system specifications, conducting health checks, and performing MAC jobs. The position requires strong communication and time management skills, along with experience in voice and data networks, Microsoft operating systems, and telephony technologies. NiCE offers a hybrid work model (NiCE-FLEX) with flexibility between office and remote work.

Requirements

• 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

Responsibilities

• 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

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