Professional Services Engineer

So, what’s the role all about?

The Professional Services Engineer is a customer-facing, billable role responsible for delivering specialized expertise and solutions for NiCE products and services. This includes implementing, configuring, and optimizing products like Nice Engage , WFM , EEM and other CXone digital solutions, for enterprise contact centers. The position combines technical and business responsibilities, requiring engagement with clients to understand their needs, provide consultative support, and deliver cutting-edge solutions.

How will you make an impact?

• Technical Implementation:
• Installation and integration of NICE software solutions on site or 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 escalating to higher tiers and management; as appropriate.
• Provide basic application overview, technical support, and technical quality control throughout all stages of the project.
• Communicate with R&D/product support about customer technical feedback on implementation of product related enhancements and fixes
• Project Management & Customer Handling:
• Collaborate with Project Managers to design and oversee end-to-end project rollouts.
• Document and add Lesson learned and Resolutions to the Nice Knowledge Base
• Ensure seamless project execution through inter-departmental coordination and clear communication.
• Regular interaction with client teams to understand pain points, present solutions, and align on progress
• Flexibility towards after-hours and weekend activities.
• Promote the use of AI tools to enhance decision-making and operational efficiency across business units.

Have you got what it takes?

• Bachelor’s degree in technical (e.g., Computer Science, Information Systems, Electrical Engineering) or business field (e.g., Marketing, MIS) or equivalent work experience.

• Minimum 3 years’ experience with Product implementation & integration.
• Experience with NICE WFM ,Engage, CXone, RTA is a plus
• Experience with Advanced Solutions – Recording/Telephony Integrations, MDC , LDAP, SSO, ACD, DB migrations, Disaster Recovery or HA solutions.

• Familiarity with:
• Generative AI models, NLU techniques, and automation principles.
• Industry trends and emerging technologies in AI and digital customer engagement.

• Desired personal traits:

• Analytical and inquisitive mindset.
• Team-oriented with strong interpersonal skills.
• Early adopter of innovative technologies.
• Strong sense of accountability and ownership. 
• Professional communication, behavior and demeanor.

• 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

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