Professional Services Engineer - Implementation
Location: Philippines - Manila
Department: CX - Agentic Experience Automation
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.
So, what’s the role all about?
As a rapidly growing business, we are building a professional services team here in Manila. In this new role, you will become a Proactive AI expert and advocate, delivering high-quality implementations, analysis, support, and many more to clients across the globe.
Working initially with both the EU and US teams you will provide quality assurance, automation, implementation, and support to our new and existing clients, then when Proactive AI expands into APAC, the Manila team will also lead the implementation, quality assurance, support, and delivery for local clients.
How will you make an impact?
- Implement MPower Proactive AI Agents under the guidance of senior engineers, from requirements understanding through configuration, testing, and deployment.
- Support client engagements by delivering assigned technical tasks with a focus on quality, accuracy, and customer satisfaction.
- Collaborate with regional and global teams to build, test, and support proactive customer journeys using internal tools and APIs.
- Analyze client requirements and assist in translating business processes into automated solutions.
- Configure and customize the SaaS platform to meet customer needs.
- Assist in documenting solution designs, integrations, and implementation steps.
- Perform troubleshooting, debugging, and issue resolution for implemented solutions.
- Support customer journey optimization using MPower transactional data and basic analytics.
- Write and maintain SQL queries for reporting and data validation.
- Write and debug JavaScript code to support integrations and custom logic.
- Participate in knowledge sharing, documentation, and continuous improvement initiatives within the team.
- Provide implementation or post‑go‑live support as part of a shared on‑call or escalation rotation.
- Perform other duties as assigned in support of Professional Services objectives.
Have you got what it takes?
- 3+ years of experience in professional services, software implementation, technical support, or related roles.
- Solid proficiency in SQL and JavaScript; familiarity with C#, Python, HTML, and CSS is a plus.
- Experience working with APIs for integration and data exchange in SaaS or enterprise environments.
- Ability to troubleshoot technical issues and follow established implementation best practices.
- Strong written and verbal communication skills, with the ability to work effectively with clients and internal teams.
- Willingness to learn new tools, technologies, and platforms in a fast‑paced environment.
Nice to have:
- Technical expertise in data structure extraction and summarization
- Experience with JavaScript, C#, SQL, HTML, CSS, Python
- Experience with integration tools
- Application knowledge of Excel, Tableau (or similar BI tool)
- Basic experience with data analysis, reporting, or dashboards using SQL or BI tools.
- Exposure to client‑facing or support roles in a global or distributed team environment.
- Demonstrated ability to manage multiple tasks and priorities with guidance from senior team members.
- Experience using automation tools and AI
Requisition ID: 10805
Reporting into: Manager, Professional Services
Role Type: Individual Contributor
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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