Senior Professional Services Engineer

So, what’s the role all about?

The Professional Services Engineer role is a customer-facing, billable position chartered with engaging customers in a consultative capacity and providing specialized expertise around NICE CXone products, the contact center industry, and other contact center ecosystem topics including CRM, telecommunications infrastructure, analytics, social media, and others digital channels.

How will you make an impact?  

• Provide technical configuration and, in some cases, programming as required.
• Provide development, and enhancement, as well as management and coordination of changes to existing applications.
• Provide technical consulting, analysis, development, and enhancement around the design of the software solution.
• Provide technical consulting around areas such as, NLU (Natural Language Understanding), AI (Artificial Intelligence), CRM integrations, API’s, ACD (Automatic Call Distributor), IVR (Interactive Voice Response), ASR (Automatic Speech Recognition) and other contact center features and applications.
• Assist project manager with organizing inter-departmental and external objectives and tasks.
• Assist project manager with drafting and designing end to end project roll out plan.
• Serve in a project manager capacity regarding management of product related enhancements and change control within the project roll out.
• Serve in a project manager capacity via management of end-to-end system life cycle development of small to large-scale projects.

• Present a professional image in conduct, attitude, and attire.
• Provide expertise as the subject matter expert of the CXone products within project calls with clients
• Document and design business requirements pertaining to CXone products based upon client’s business needs.
• Consult clients on industry best practices regarding contact center standards for digital CXone products including Bots, and AI based products.

Have you got what it takes?

• BE/B.TECH/MCA (e.g.,CS/IT) or equivalent work experience required.
• 4 to 8 years of professional experience.
• 2 to 4 years of digital channel and/or AI/Bot software application experience is preferred.
• Type of experience varies depending on Implementation Manager's specialization:
• Implementation: broad skills in both technology & analysis; experience in communicating at a technical and functional level while managing business rapport.
• Business Optimization: deep skills around business analysis/contact centers; experience in the KPIs and best practices of contact centers and their operations.
• Education & Enablement: professional and confident public presence; experience in commanding large audiences as a trainer and/or speaker.
• Consulting within the realm of CRM integrations and database applications.
• Desired personal profile: Very smart, analytical, inquisitive, service & team-oriented, friendly demeanor, early adopter.

You will have an advantage if you also have:

Prior consulting experience preferred

Requisition ID: 5487
Reporting into: Tech Manager
Role Type: Individual Contributor