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About the Role

The Specialist Professional Services Engineer position at NICE is a client-facing role responsible for delivering expert technical solutions and services related to NICE products, especially the NICE CXone portfolio. This role involves implementing, configuring, and optimizing solutions like CXone, Workforce Management (WFM), Employee Engagement Management (EEM), and other digital CXone offerings tailored for enterprise contact centers. The incumbent must merge technical know-how with business insight to engage clients, comprehend their requirements, and provide consultative support ensuring cutting-edge implementations.

Key Responsibilities

Lead installation and integration of NICE CXone and associated software either onsite or remotely while adhering to prescribed methodologies and tailoring to client-specific specifications.
Collaborate with the implementation team from project initiation to handover, addressing technical queries concerning the solutions deployed.
Guarantee full integration and implementation of all technical architecture facets.
Identify and communicate design inconsistencies encountered during solution delivery.
Support clients and their vendors with configuration across all NICE integration points within their environments.
Provide in-depth technical knowledge of NICE products, implementation strategies, and associated technologies.
Conduct thorough system testing to assess performance and reliability.
Document issues during implementations and liaise with support for resolution, escalating when necessary.
Offer technical overviews, support, and quality assurance throughout project phases.
Convey customer feedback on product implementation improvements to R&D and product support teams.
Work closely with project management to plan and supervise end-to-end project execution.
Contribute lessons learned and solutions to the NICE knowledge repository.
Ensure effective cross-department collaboration and clear client communication to assure project success.
Maintain regular dialogue with clients to understand challenges, propose remedies, and communicate progress.
Demonstrate flexibility by supporting after-hours and weekend activities as required.
Encourage leveraging AI technologies to optimize decision-making and operational workflows.

Candidate Profile and Requirements

Possess a bachelor's degree in a technical field (such as Computer Science, Information Systems, Electrical Engineering) or business-related disciplines (like Marketing, MIS) or hold equivalent professional experience.
Have at least eight years of experience in product implementation and system integration roles.
Experience working with NICE CXone suite, Workforce Management, and Engage solutions is essential.
Skilled in advanced solutions including call recording, telephony integration, master data collection, LDAP, SSO, automatic call distribution, database migrations, disaster recovery, and high availability solutions.
Familiarity with generative AI, natural language understanding techniques, and automation principles.
Up-to-date knowledge of industry trends and emerging technologies in AI and digital customer engagement.
Exhibit an analytical mindset, curiosity, strong team collaboration, and interpersonal communication skills.
Be an early adopter of new technologies with a strong sense of ownership and accountability.
Maintain professional conduct and communication demeanour.
Availability to work shifts covering APAC and EMEA regions.

Additional Advantages

Experience in Microsoft Windows Server installation and IIS configuration.
Certifications related to Red Hat Enterprise Linux or Microsoft technologies.
Proficiency in network troubleshooting using sniffers and other analysis tools.
Hands-on experience with VoIP technologies including Avaya, Cisco, and Nortel.
Background in call center technology teams.
Preferred NICE CXone certifications.
Additional certifications in AWS, Azure, HP, Dell, VMware, or Citrix are beneficial.

Work Environment and Benefits

Join a dynamic global company where innovation and collaboration thrive. NICE offers a fast-paced and creative workplace with abundant opportunities for professional growth across diverse roles and geographies. The organization promotes a flexible hybrid work model allowing employees to work two days on-site and three days remotely weekly, focusing on in-person teamwork and innovative thinking during office days.

Additional Information

Report To: Tech Manager
Role Type: Individual Contributor
Requisition ID: 11348

Specialist Professional Services Engineer

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