Professional Services Engineer

🕒 April 15

🇺🇸 United States – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

👷🏻‍♀️ Engineer

🚫👨‍🎓 No degree required

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NICE

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1991

☁️ SaaS

🤖 Artificial Intelligence

📡 Telecommunications

SaaS • Artificial Intelligence • Telecommunications

NICE is a leading provider of AI-powered customer service automation solutions, transforming contact centers into world-class customer experience centers. Their CXone Mpower platform offers end-to-end automation of customer service workflows, integrating human and AI agents to deliver efficient and personalized customer interactions. NICE's offerings include AI for customer experience, digital and self-service solutions, workforce engagement and management, and complete cloud-based contact center platforms. They are recognized as a leader in the Contact Center as a Service (CCaaS) industry, providing tools for increased operational efficiency, employee engagement, and enhanced customer satisfaction.

📋 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.

🎯 Requirements

• 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.

🏖️ Benefits

• Professional development opportunities