Professional Services Engineer - job 1 of 2
Skills
- Experience installing, configuring, and upgrading enterprise applications
- Microsoft Windows Server administration
- Networking concepts: LAN/WAN, firewalls, load balancers, DNS, routing
- SQL database administration and scripting (queries, stored procedures, troubleshooting)
- Strong troubleshooting skills, including log analysis and root cause identification
- Experience with VoIP, CTI, and telephony systems (Avaya, Cisco, Genesys) is advantageous
- Familiarity with PBX, ACD, and CTI integrations
- Ability to work in medium to large teams and collaborate cross-functionally
- Strong verbal and written customer communication skills
- Flexibility to work shifts and outside standard business hours when required
Responsibilities
- Install, configure, upgrade, and deploy NICE products and platforms at customer sites and cloud environments
- Apply hotfixes, service packs, and product updates following NICE best practices
- Participate in commissioning, testing, and certification activities during project delivery
- Troubleshoot and resolve technical issues related to installation, configuration, and upgrades
- Draft implementation and upgrade plans, including pre-check and post-check procedures and communicate them to stakeholders
- Collaborate with customer System Engineers and internal teams to support infrastructure across global sites
- Maintain detailed site documentation, system specifications, and configuration records
- Perform MAC (Move/Add/Change) activities and ongoing system maintenance
- Assist with NICE-related projects, change management, and special initiatives
- Create, track, and remediate support cases according to severity and SLA requirements
- Coordinate with suppliers and third-party vendors for integrated solutions
- Provide technical guidance and training to customer administrators on configuration and user management
- Manage customer relationships and expectations through clear, proactive communication
- Participate in knowledge sharing, trainings, and continuous improvement activities
Education
- Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent professional experience
- Relevant technical certifications are a plus (MCSE, MCP, networking, database, telephony)
Benefits
- Competitive compensation
- Health, dental, and vision insurance
- 401(k) retirement plan
- Paid time off and holidays
- Remote work flexibility
- Learning and development opportunities and training
- Equal opportunity employer and inclusive workplace
Average salary estimate
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