Professional Services Engineer @NiCE

Overview

The Professional Services Engineer (PSE) at NiCE is responsible for installing, deploying, upgrading, and maintaining NICE products and platforms at customer sites. This role involves ensuring high system availability and optimal performance by collaborating with customers and internal teams.

Key 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, outlining pre-check and post-check steps for customers and stakeholders.
• Collaborate with 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.
• 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 communication.
• Participate in training programs, knowledge sharing, and special projects.

Requirements

• 2–3 years of hands-on experience in installation, configuration, and upgrades of enterprise applications (NICE product experience preferred).
• Microsoft Windows Server administration experience.
• Understanding of networking concepts (LAN/WAN, firewalls, load balancers, DNS, routing, etc.).
• SQL database administration and scripting skills.
• Strong troubleshooting skills, including log analysis and root cause identification.
• Experience with VoIP, CTI, and telephony systems is an advantage.
• 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.
• High customer service orientation and strong communication skills.
• Ability to handle conflicts professionally.
• Self-motivated, adaptable, and capable of independent work.

Benefits

Details about benefits are not provided in the listing.

Location

Remote (USA)

How to Apply

To apply for this position, please visit the NiCE career page.

Deadline

No deadline for application is stated.