Professional Services Engineer

🕒 Abril 15

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🟢 Júnior

🟡 Pleno

👷🏻‍♀️ Engenheiro

🚫👨‍🎓 Sem graduação necessária

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NICE

SiteLinkedInTodas as Vagas

5001 - 10000 funcionários

Fundada em 1991

☁️ SaaS

🤖 Inteligência Artificial

📡 Telecomunicações

SaaS • Artificial Intelligence • Telecommunications

NICE é uma fornecedora líder de soluções de automação de atendimento ao cliente impulsionadas por IA, transformando contact centers em centros de experiência do cliente de classe mundial. Sua plataforma CXone Mpower oferece automação ponta a ponta dos fluxos de trabalho de atendimento, integrando agentes humanos e de IA para entregar interações eficientes e personalizadas. As ofertas da NICE incluem IA para experiência do cliente (CX), soluções digitais e de autoatendimento, engajamento e gestão da força de trabalho, e plataformas completas de contact center em nuvem. A empresa é reconhecida como líder no setor de Contact Center as a Service (CCaaS), fornecendo ferramentas para aumentar a eficiência operacional, impulsionar o engajamento dos colaboradores e elevar a satisfação dos clientes.

Descrição

• Install, configure, upgrade, and deploy NICE products and platforms at customer sites. • Apply hotfixes, service packs, and other product updates in alignment with NICE best practices. • Participate in commissioning, testing, and certification activities during project delivery. • Troubleshoot and resolve technical issues related to installation, configuration, or upgrade activities. • Draft implementation and upgrade plans, outline pre-check and post-check steps, and clearly explain them to customers and stakeholders. • Collaborate directly with the client’s System Engineers to support NICE infrastructure across global sites. • Maintain detailed site documentation, system specifications, and configuration records. • Perform MAC (Move/Add/Change) activities and system maintenance as needed. • Assist with NICE-related projects and change management activities. • Create, track, and remediate cases according to severity and SLA requirements. • Coordinate with suppliers and third-party representatives for integrated solutions. • Provide technical guidance to customer administrators on configuration, administration, and user management. • Manage customer relationships and expectations with clear, proactive communication. • Participate in training programs, knowledge sharing, and special projects. • Perform other related duties as assigned.

🎯 Requisitos

• Minimum 2–3 years of hands-on experience in: • Installation, configuration, and upgrades of enterprise applications (NICE product experience preferred). • Microsoft Windows Server administration. • Networking concepts (LAN/WAN, firewalls, load balancers, DNS, routing, etc.). • SQL database administration and scripting (queries, stored procedures, and troubleshooting). • Strong troubleshooting skills, including log analysis and root cause identification. • Experience with VoIP, CTI, and telephony systems (Avaya, Cisco, Genesys, etc.) is an advantage. • Familiarity with PBX, ACD, and CTI integrations is preferred. • Relevant certifications (MCSE, MCP, networking, database, or telephony) are a plus. • Ability to work effectively in medium to large teams and collaborate with cross-functional stakeholders.

🏖️ Benefícios

• Professional development opportunities