Professional Services Engineer

Specific Job Responsibilities:

• Installation and integration of NICE software solutions at customer’s site, while following defined methodology, processes, system requirements and customer specific needs.
• Work directly with the project manager to assist with any technical questions regarding the solution from the kick-off of the project until turnover of the delivered solution to our support center.
• Ensure that all components of the technical architecture are properly integrated and implemented.
• Ability to remotely implement Nice solutions efficiently with quality and care
• Provide technical support and technical quality control throughout all stages of the project.
• Assist customers and their vendors with configuration requirements for all Nice Integration points in their environment.
• Provide technical expertise of the entire Nice product suite, implementation methodology and/or related technology.
• Provide advanced expertise in Nice NIM/Engage, WFM and EEM solutions
• Conduct systems testing for performance and reliability.
• Report issues found during implementation and engage support teams for assistance as well as escalate to higher tiers and management as appropriate.
• Communication with R&D about customer technical feedback on implementation of product related enhancements and fixes.
• Document and communicate issue resolution and lessons learned.
• Document and add Symptoms and Resolutions to the Nice Knowledge Base.
• Assist client’s Administrators with questions and problems associated with the configuration, administration, and management of users in the NICE system.
• Provide basic application training and support the client’s Engineers on the NICE applications as required.
• Document and maintain NICE system specifications (Site Documentation) across all sites.
• Assist with NICE projects, installations, and change management as a Subject Matter Expert (SME) to the client’s environment and infrastructure.
• Perform NICE system maintenance across all sites as required.
• The PSE is expected to manage the customer relationship and expectations, communicate effectively, troubleshoot and resolve technical issues.
• The PSE must maintain technical ownership of the project from start to finish.
• Effectively manage time and maintain regular communication and updates to both customer and management.
• Participate in training classes, or special projects as needed.

Education and Experience:

• BS in Computer Science, Electrical Engineering or equivalent technical degree preferred.
• NIM, Engage, IEX, NICE WFM Product Certifications preferred or experience with competitive solutions
• CCNA and MCSE certifications are a plus.
• HP, Dell, VMWare and Citrix certifications are a plus.

Characteristics:

Technical Skills: Must have a minimum of 2-4 years of proven experience with 3 of the 5 following technical areas.

NICE NIM/Engage Recording, WFM or Competitive Workforce Management Experience (Preferred)

• Experience with the Installation and Integration of Nice Recording or WFM solutions into Customer Environments
• Experience with Advanced Solutions – Recording/Telephony Integrations, Forecasting/Scheduling, LDAP, SSO, ACD, DB migrations, Smart Sync, Disaster Recovery or HA solutions.

Server Technology

• Microsoft Windows Server Installation and Configuration – IIS
• RedHat Server Installation and Configuration - Apache
• Microsoft Security – Active Directory, Security Policies, Hardening, Encryption
• Server Hardware – HP, Dell, IBM
• Virtual Servers - VMWare – ESX, VSX Clusters, VMotion
• Citrix Servers – Configuration and Optimization

SQL/Oracle

• Microsoft SQL Server Installation and Configuration
• Oracle Installation / Configuration
• Maintenance – Backups and Recovery, Security
• Scripting – Basic Query and Update knowledge

Networking

• Network Principles – 7 Layer OSI Model, TCP, UDP
• Network Devices – NICs, Switches, Routers, MPLS
• Troubleshooting – Sniffers and various other Network Testing and Analysis tools

Telephony

• Telephony Experience - PBX, Switch and ACD Vendors - Avaya, Nortel, Aspect, Siemens and Cisco
• VoIP Experience – Avaya, Cisco, Nortel