Senior Professional Services Engineer

What’s this role all about?

As a Professional Services Engineer supporting NICE Public Safety customers, you’ll be the primary technical lead responsible for installing and bringing complex solutions live in real-world environments. This is a hands-on, field-facing role where you’ll travel to customer sites (and also support remotely) to install, commission, upgrade, and cut over systems, making sure each deployment is stable, secure, and ready for production.

You’ll work across servers, networking, databases, and telephony, configuring hardware and virtualization platforms, installing Windows components and NICE applications, integrating with customer networks and PBX/CTI environments, and completing detailed Installation Test Procedures before go-live. Along the way, you’ll own troubleshooting and escalations, communicate clearly with customers and project managers, and finish each project with strong documentation, as-builts, and knowledge sharing that sets support teams up for long-term success

Job Requirements:

Roles and 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.

 Installation includes: 

• 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

Education:

• 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
• Certification A+ preferred
• Network Certification preferred
• H.P. Certification preferred
• MCSE Certification preferred
• Microsoft Certification Professional (MCP) preferred
• MSSQL and MySQL knowledge
• Certification in Cisco, Citrix and Telephony replayed products welcomed.
• Public Safety experience strongly preferred

 Skills:

• 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

Experience:

• 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. HP Server Certified preferred.
• Some CTI/CDR knowledge, Experience with Voice over IP Strongly preferred.
• SQL Installation and Scripting required