Professional Services Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Install, configure, upgrade, and deploy NICE products and platforms at client locations

• Implement hotfixes, service packs, and various product updates

• Engage in commissioning, testing, and certification processes during project execution

• Diagnose and resolve technical problems related to installation, configuration, or upgrades

• Develop implementation and upgrade strategies, including pre-check and post-check procedures

• Work collaboratively with client System Engineers to maintain NICE infrastructure across global locations

• Keep site documentation, system specifications, and configuration records up to date

• Conduct MAC (Move/Add/Change) operations and system maintenance

• Support NICE-related projects and change management initiatives

• Create, monitor, and address cases based on severity and SLA stipulations

• Liaise with suppliers and third-party representatives for integrated solutions

• Offer technical guidance to customer administrators regarding configuration, administration, and user management

• Cultivate customer relationships and manage expectations through clear, proactive communication

• Take part in training programs, knowledge sharing, and special projects

• Execute other related duties as assigned

⛳️ Requirements

• At least 2–3 years of hands-on experience in the installation, configuration, and upgrades of enterprise applications (NICE product experience is preferred)

• Proficiency in Microsoft Windows Server administration

• Understanding of networking concepts, including LAN/WAN, firewalls, load balancers, DNS, and routing

• Experience in SQL database administration and scripting, including queries, stored procedures, and troubleshooting

• Excellent troubleshooting abilities, including log analysis and root cause identification

• Familiarity with VoIP, CTI, and telephony systems such as Avaya, Cisco, or Genesys is beneficial

• Knowledge of PBX, ACD, and CTI integrations is preferred

• Relevant certifications such as MCSE, MCP, networking, database, or telephony are advantageous

• Capability to work effectively in medium to large teams and collaborate with cross-functional stakeholders

• Strong verbal and written communication skills

• Ability to manage conflicts professionally and facilitate resolution

• Self-motivated, responsible, and able to work independently

• Willingness to work in shifts and outside standard business hours as necessary

• Adaptability to changing environments and shifting priorities

🏝️ Benefits

• Competitive salary and performance-based incentives

• Comprehensive health and wellness benefits

• Opportunities for professional development and growth

• Flexible working hours and remote work options

• Supportive and collaborative work environment