Professional Services Engineer

🕒 il y a 1 mois

🇺🇸 États-Unis – Télétravail

⏰ Temps Plein

🟢 Junior

🟡 Intermédiaire

👷🏻‍♀️ Ingénieur

🚫👨‍🎓 Aucun diplôme requis

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NICE

Site WebLinkedInTous les Emplois

5001 - 10000 employés

Fondée en 1991

☁️ SaaS

🤖 Intelligence artificielle

📡 Télécommunications

SaaS • Artificial Intelligence • Telecommunications

NICE est un fournisseur leader de solutions d'automatisation du service client alimentées par l'IA, transformant les centres de contact en centres d'expérience client de classe mondiale. Leur plateforme CXone Mpower offre une automatisation complète des flux de travail du service client, intégrant agents humains et IA pour fournir des interactions client efficaces et personnalisées. Les offres de NICE comprennent l'IA pour l'expérience client, des solutions numériques et en libre-service, l'engagement et la gestion de la main-d'œuvre, ainsi que des plateformes de centres de contact entièrement basées sur le cloud. Ils sont reconnus comme un leader dans l'industrie des centres de contact en tant que service (CCaaS), fournissant des outils pour augmenter l'efficacité opérationnelle, l'engagement des employés et améliorer la satisfaction client.

Description

• 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.

🎯 Exigences

• 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.

🏖️ Avantages

• Professional development opportunities