Senior Professional Services Engineer

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.

At NICE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you

So, what’s the role all about?

 Professional Service Engineer (PSE) works as a member of the delivery team for product remote implementation, configuration, and integration of the NICE platform. Provides expertise and technical contribution in technical aspects of the project. The PSE will work with the project team from the sales to services transition through the closure of the project.

PSE will Install NICE WFM Linux and Windows server application software remotely or at customer sites. Implement and maintain interfaces and integrations between NICE WFM application and various ACDs; implement and configure imports and exports to and from the NICE WFM application; implement various optional NICE WFM features.

Act as technical resource for other NICE WFM tasks as needed.

How will you make an impact?

• 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.

Have you got what it takes?

• Experience with NICE WFM and /or NIM/Engage, NTR, RTA.
• 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

 Server Technology:

• RED HAT Linux installation and Configuration
• 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

Networking

• 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

• Telephony Experience - PBX, Switch and ACD Vendors - Avaya, Cisco, Genesys, Nortel, Aspect, Alcatel etc
• VoIP Experience – Avaya, Cisco, Nortel

You will have an advantage if you also have

• Red Hat Enterprise Linux or Microsoft certification.
• Previous experience with ACD/MIS platforms and interfaces.
• Experience working in a call center technology team.

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

What’s in it for you?

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.

Requisition ID:  7504
Reporting into: Tech Manager
Role Type: Individual Contributor

About NiCE

NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.