Senior Services Engineer, Managed Services

So, what’s the role all about?

 As a Managed Operational Services (MOS) Engineer, you'll be responsible for providing remote support and maintenance for NICE platforms at customer sites. Your primary focus will be on managing NICE-related issues and outages promptly, enhancing the client's ability to maintain their NICE system. Additionally, you'll assist with NICE projects, installations, and change management to support the customer's environment and infrastructure as needed.

How will you make an impact?

• Utilize your knowledge of NICE solutions, particularly Engage/NTR, to support client infrastructure globally.
• Create and maintain records of cases, performing remediation based on severity.
• Provide L1/L2/L3 support for NICE products, coordinating efforts with suppliers and other representatives as required.
• Assist client administrators with configuration, administration, and user management in the NICE system.
• Document and maintain NICE system specifications (Site Documentation) across all sites.
• Conduct proactive Health Checks on a regular basis.
• Perform Move/Add/Change (MAC) jobs as needed.
• Manage customer relationships and expectations, effectively communicating and resolving technical issues.
• Manage time efficiently, providing regular updates to both customers and management.
• Participate in training classes and special projects as required.
• Undertake additional roles and responsibilities as assigned.

Have you got what it takes?

• Minimum 4+ years of proven experience in:
• Working with voice and data networks in design, implementation, or project management capacities.
• Microsoft operating systems, networking, SQL, security, and VoIP technology.
• Telephony experience and certifications (TDM, VoIP, CTI) are advantageous.
• Familiarity with common PBX, switch, and ACD vendors such as Avaya, Nortel, Aspect, Siemens, and Cisco is beneficial.
• Experience with CTI vendors and technologies (Avaya Map-D, Nortel Symposium, Aspect Prospect, etc.) is advantageous.
• HP, MCSE, MCP certifications are advantageous.
• Certification on all NICE Systems solutions is advantageous.
• Experience working in medium or large teams with a strong team player mindset.
• High customer service orientation, representing NICE effectively in verbal and written communications.

You will have an advantage if you also have:

• NICE Engage Certification.
• CCNA and MCSE certifications.
• AWS, Azure, HP, Dell, VMWare, and Citrix certifications are advantageous.

What’s in it for you?

Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr!

Enjoy NICE-FLEX!

At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

Requisition ID: 4098
Reporting into: Tech Manager
Role Type: Individual Contributor