Professional Services Engineer

Job Description:

• Install, configure, upgrade, and deploy NICE products and platforms at customer sites
• Apply hotfixes, service packs, and other product updates
• Participate in commissioning, testing, and certification activities during project delivery
• Troubleshoot and resolve technical issues related to installation, configuration, or upgrades
• Draft implementation and upgrade plans, including pre-check and post-check steps
• Collaborate with client System Engineers to support NICE infrastructure across global sites
• Maintain site documentation, system specifications, and configuration records
• Perform MAC (Move/Add/Change) activities and system maintenance
• Assist with NICE-related projects and change management activities
• 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 through clear, proactive communication
• Participate in training programs, knowledge sharing, and special projects
• Perform other related duties as assigned

Requirements:

• Minimum 2–3 years of hands-on experience in installation, configuration, and upgrades of enterprise applications (NICE product experience preferred)
• Microsoft Windows Server administration
• Networking concepts, including LAN/WAN, firewalls, load balancers, DNS, and routing
• SQL database administration and scripting, including queries, stored procedures, and troubleshooting
• Strong troubleshooting skills, including log analysis and root cause identification
• Experience with VoIP, CTI, and telephony systems such as Avaya, Cisco, or Genesys is an advantage
• Familiarity with PBX, ACD, and CTI integrations is preferred
• Relevant certifications such as MCSE, MCP, networking, database, or telephony are a plus
• Ability to work effectively in medium to large teams and collaborate with cross-functional stakeholders
• Strong verbal and written communication skills
• Ability to handle conflicts professionally and drive resolution
• Self-motivated, accountable, and capable of working independently
• Flexibility to work in shifts and outside standard business hours as required
• Ability to adapt to changing environments and priorities