Professional Services Engineer
Location: USA - Remote
Department: VM - Compliance
At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.
The Professional Services Engineer (PSE) is responsible for installing, deploying, upgrading, and maintaining NICE products and platforms at customer sites. This includes applying hotfixes, participating in commissioning, testing, and certification, as well as troubleshooting and resolving issues encountered during or after installation. The PSE works closely with customers, system engineers, and internal teams to ensure seamless integration, high system availability, and optimal performance.
Roles and Responsibilities
- 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.
Customer Communication Skills
- High customer service orientation with strong verbal and written communication skills.
- Ability to handle conflicts professionally and drive resolution.
- Represents NICE professionally in all customer interactions.
Work Style
- Self-motivated, accountable, and capable of working independently.
- Flexible to work in shifts and outside standard business hours as required.
- Adapts well to changing environments and priorities.
- Shares knowledge proactively and collaborates effectively with team members.
About NiCE
NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.
Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.
NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.
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