NiCE · 10 hours ago
Senior Dedicated Support Engineer
Hoboken, NJ
Full-time
Onsite
Senior LevelNiCE is a leading software company that provides innovative solutions for customer experiences and financial crime prevention. They are seeking a Senior Dedicated Support Engineer to deliver proactive and reactive support to large enterprise customers, ensuring seamless incident resolution and system stability through technical expertise and strategic customer engagement.
Enterprise SoftwareInformation TechnologyRobotic Process Automation (RPA)SecuritySoftware
Responsibilities
Incident & Problem Management
Serve as the primary contact for customer-raised incidents and service disruptions
Perform advanced troubleshooting across platforms including NICE, Avaya, Microsoft Teams, and more
Escalate complex issues to higher tier/vendors and drive resolution to closure
Conduct Root Cause Analysis (RCA) for recurring issues and share insights with stakeholders
Ensure all incidents are resolved within agreed SLAs and maintain high CSAT
Change & Release Management
Plan, test, and implement approved changes such as patches, upgrades, and configuration updates
Participate in CAB meetings, presenting impact and risk assessments
Ensure rollback strategies are documented and ready for critical changes
Maintain detailed documentation and implementation guides
Monitoring & Preventive Maintenance
Monitor system health and NICE monitoring
Conduct regular health checks and share proactive reports with customers
Identify performance bottlenecks and initiate preventive actions
Validate backup integrity, disaster recovery readiness, and patch compliance
General Provisioning & Access Requests
Provisioning of new user/agent IDs in recording platforms
Assigning/adjusting recording profiles (voice, chat, screen)
Provisioning access roles (e.g., Compliance Officer, Supervisor, Playback user)
Profile setup for compliance/legal teams
Compliance & Audit Support
Ensure recording systems (voice/chat/video) meet regulatory and business compliance standards
Provide audit artifacts such as ticket logs, configuration snapshots, uptime reports, and RCA documentation
Support internal and external audits with evidence of control adherence
Customer & Stakeholder Management
Build strong relationships with customer stakeholders to align support with business priorities
Participate in governance calls, providing updates on incidents, SLAs, and satisfaction metrics
Handle escalations with professionalism and clarity, fostering trust and confidence
Collaborate with cross-functional teams including infrastructure, network, Microsoft, and security
Knowledge & Documentation
Maintain and update SOPs, knowledge bases, and troubleshooting guides
Mentor backup engineers and onboard new team members to ensure knowledge continuity
Drive continuous improvement through automation and simplification of recurring tasks
Project Support
Support migration and upgrade projects such as NICE product deployments, and Teams recording transitions
Assist in solution validation, testing, and customer acceptance
Contribute to design documentation and participate in technical reviews
Reporting & Governance
Prepare and present reports on uptime, incident trends, SLA adherence, and ticket analytics
Highlight risks and recurring issues, proposing long-term solutions
Provide visibility into resource utilization and operational performance
Qualification
Required
Bachelor's degree in a technology-related field or equivalent experience
ITIL Foundation (for SRF/support process adherence), Microsoft certifications (MS Teams, Azure Fundamentals/Administrator), Basic Networking (CCNA-level or equivalent)
Familiarity with CTI integration (Avaya AES, Cisco CTI)
Ticketing systems (ServiceNow, Remedy, ITSM tools)
Log analysis (application logs, Windows Event Viewer, SIP traces)
RCA documentation and preventive action planning
Basic SQL queries for DB (Oracle/SQL Server)
Understanding of DB health monitoring and backup status
Windows Server administration (user permissions, patching, IIS), Active Directory integration with NICE, Virtualization platforms (VMware/Hyper-V)
Microsoft Teams compliance recording enablement & troubleshooting
SIP call flows related to recording
Strong customer communication (handling compliance & audit queries)
Ability to document SOPs and knowledge base articles
Team collaboration and escalation management
Proactive monitoring and preventive issue identification
Company
NiCE
NiCE is transforming the world with AI that puts people first.
Founded in 1986
5001-10000 employees
H1B Sponsorship
NiCE has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (5)
2024 (14)
2023 (8)
2022 (8)
2021 (11)
2020 (10)
Funding
Current Stage
Public CompanyTotal Funding
unknown1996-02-02IPO
Leadership Team
D
David Gustafson
VP, GM of Platform
Matt Reading
VP, Customer Succes
Recent News
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