NiCE · 1 day ago
Senior Professional Services Engineer
United States
Full-time
Remote
Mid, Senior Level
3+ years expNiCE is a leading software company that provides solutions for public safety and customer experience. The Senior Professional Services Engineer will be the primary technical lead responsible for installing and bringing complex solutions live in real-world environments, ensuring stability and security for production deployments.
Enterprise SoftwareInformation TechnologyRobotic Process Automation (RPA)SecuritySoftware
Responsibilities
The primary technical resource responsible for the successful installation of a customer solution
Travel to remote sites for Installation, commissioning, upgrades and go-live cut-overs
Remote installation of NICE application software
Review orders for technical accuracy
Obtain software and review relevant documentation prior to visiting customer sites
Assist the Project Manager and customer in verifying the customer site prerequisites are complete and site is ready for installation
Configuring Servers (COTS and NICE). Build Virtualization Platform
Installation of H/W (boards, NIC Cards, Memory, etc.)
Loading the necessary software on the equipment
Windows components update and service packs
Anti-virus and security software
Telephony integration software
NICE recording and monitoring solutions applications
Connecting the equipment to the customer's network
Integrating with the customer’s telephony environment:
Computer telephony software
Cable taps (troubleshooting with customer Involvement only)
Perform implementation of software and hardware solutions, integrating with the customer’s network, PBX, and CTI equipment
Troubleshoot and resolve technical issues as they occur. Maintain ownership of issues that are escalated by working together with support personnel
During each phase the Implementation Engineer is expected to:
The IE is expected to manage the customer relationship and expectations, communicate effectively, and troubleshoot and resolve technical issues
Provide both Customer Sensitive and Internal NICE
Status updates throughout the implementations in
Coordination with the project manager
Document action items remaining for both NICE and the
Customer. Communicate effectively, troubleshoot and
Resolve technical issues utilizing documentation
Knowledge base and peers
Complete detailed site documentation and as built at conclusion of installation. Documentation is handed off to support for customer maintenance and support
Complete all Installation Test Procedures (ITP) of all products prior to going into production
Provide all completed and signed ITP’s, Site Docs, and As-builts to PM at completion of project
Provide basic system administration training to technical users
Train personnel on technical aspect of NICE solutions/Knowledge Sharing
Add Learned Lessons to Knowledgebase and share with team
Remotely solve issues for various customers
Manage Time Reporting on daily basis and advising management of overtime hours for approval
Update ticketing system with accurate information and close out “cases” in a timely manner
Must have the availability for extensive travel on a short notice basis and to work outside of a regular 8 hour (“8-5”) work day. Working holidays, nights and weekends occur on a regular basis
Other roles and responsibilities may be assigned on an as needed basis
Qualification
Required
3 – 5 years field experience
AS/BS in Computer Science, Electrical Engineering or related technical degree preferred or demonstrable extended experience of 10 years or apprentice in the telephony environment
Security + certification
Excellent Verbal and written communications skills
Exceptional customer service orientation and abilities especially in high pressure situations
Excellent follow-up and reporting ability (Customer reports, overtime billing etc.)
Willingness to learn new technology and the corresponding upgrades and changes
Excellent analytical and problem solving skills
Microsoft Word, Excel and Visio skills required
Windows Server 2008, 2012, 2016 and 2019
MS SQL Server 2008, 2012, 2014, 2016, 2017
MySQL
Strong Networking and routing skills
Firewalls
XML and JSON
MS Powershell scripting
Wireshark
IIS
Active Directory/SSO
SQL Encryption
Data encryption with certificates
MS IIS
Serial RS-232 configuration and troubleshooting
Audio CODEC understanding
SIP VoIP and SIPREC
ISDN, T1, Digital and Analog Telephony
CISCO CUCM, AVAYA, Airbus Vesta, West Viper telephony
Log4Net Log file understanding
Must have a minimum of 3 years relevant implementation experience and providing high-level customer service
Experience working directly with clients as a vendor or consultant
Must include working at a various customer sites, not internal IT help-desk background
Must have experience in telephony, hardware and databases
Must have very strong PC knowledge and Microsoft, Network knowledge: MCP or better preferred
Hands-on hardware skills include ability to replace hard drives, connect/configure components, working knowledge of CPU, etc
SQL Installation and Scripting required
Preferred
Certification A+ preferred
Network Certification preferred
H.P. Certification preferred
MCSE Certification preferred
Microsoft Certification Professional (MCP) preferred
Certification in Cisco, Citrix and Telephony related products welcomed
Public Safety experience strongly preferred
HP Server Certified preferred
Some CTI/CDR knowledge, Experience with Voice over IP Strongly preferred
Company
NiCE
NiCE is transforming the world with AI that puts people first.
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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