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.

• Apply hotfixes, service packs, and other updates for product maintenance.

• Engage in commissioning, testing, and certification processes.

• Troubleshoot and address technical issues related to installation, configuration, or upgrades.

• Develop implementation and upgrade plans, outlining pre-check and post-check procedures.

• Collaborate 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) activities and perform system maintenance tasks.

• Support NICE-related projects and manage change control activities.

• Create, monitor, and resolve cases based on severity and SLA requirements.

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

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

• Cultivate customer relationships and manage expectations effectively.

• Take part in training initiatives, knowledge sharing, and special projects.

• Carry out additional related duties as assigned.

⛳️ Requirements

• A minimum of 2–3 years of practical experience in the installation, configuration, and upgrading of enterprise applications.

• Proficient in Microsoft Windows Server administration.

• Understanding of networking concepts such as LAN/WAN, firewalls, load balancers, DNS, and routing.

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

• Strong troubleshooting capabilities, including log analysis and root cause identification.

• Familiarity with VoIP, CTI, and telephony systems is advantageous.

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

• Relevant certifications such as MCSE, MCP, networking, database, or telephony certifications are a plus.

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

• Excellent verbal and written communication skills.

• Capability to manage conflicts professionally and facilitate resolution.

• Self-motivated, accountable, and able to work independently.

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

• Adaptability to changing environments and shifting priorities.

🏝️ Benefits

• Equal opportunity employment.

• Training programs available.

• Opportunities for knowledge sharing and involvement in special projects.