Professional Services Engineer

Overview

The Professional Services Engineer installs, deploys, upgrades and maintains NICE products and platforms at customer sites, and troubleshoots issues encountered during or after installation.

What you'll do

• 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, outline pre-check and post-check steps, and clearly explain them to customers and stakeholders.
• Collaborate directly with the 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.
• 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 with clear, proactive communication.
• Participate in training programs, knowledge sharing, and special projects.
• Perform other related duties as assigned.

What you'll need

• Minimum 2–3 years of hands-on experience in installation, configuration, and upgrades of enterprise applications.
• Minimum 2–3 years of hands-on experience in Microsoft Windows Server administration.
• Minimum 2–3 years of hands-on experience in networking concepts (LAN/WAN, firewalls, load balancers, DNS, routing, etc.).
• Minimum 2–3 years of hands-on experience in SQL database administration and scripting (queries, stored procedures, and troubleshooting).
• Strong troubleshooting skills, including log analysis and root cause identification.
• Ability to work effectively in medium to large teams and collaborate with cross-functional stakeholders.
• High customer service orientation with strong verbal and written communication skills.
• Ability to handle conflicts professionally and drive resolution.
• Represents NICE professionally in all customer interactions.

Nice to have

• NICE product experience.
• Experience with VoIP, CTI, and telephony systems (Avaya, Cisco, Genesys, etc.).
• Familiarity with PBX, ACD, and CTI integrations.
• Relevant certifications (MCSE, MCP, networking, database, or telephony).

Details

• Location: USA - Remote.
• Flexible to work in shifts and outside standard business hours as required.
• Self-motivated, accountable, and capable of working independently.