Senior Professional Services Engineer Actimize jobs at Nice in United States, Atlanta

You will play a crucial role by providing strategic technical guidance for the continuous monitoring and improvement in the Digital Evidence Management Transformation as well as providing technical best practices.

How will you make an impact?

• Translate customers’ technical business goals into long-term strategies that leverage NiCE’s
• Understand NiCE’s full solution and 3rdparty integrations for designated accounts
• Facilitate problem resolution across NiCE internal teams, driving actions, communication and RCA/Best Practices
• Establish relationships and effectively communicate with key members of Customer’s technical team including management personnel.
• Identify technical barriers to product adoption and partner with appropriate NiCE and Customer teams to optimize the customer experience and success.
• Develop, implement and maintain standard practices for designated accounts aligned with the Global TAM operating model.
• Oversee transition phase from implementation to ongoing customer support and maintenance. (documentation and report review, completed project sign-off, documented acceptance, updated internal sites with hand off materials)- Ensure post implementation adoption and success.
• Communicate and advocate customer’s technical requirements and concerns to product management team R&D and other internal stakeholders
• Lead Root Cause/Best Practice sessions with Customers and internally as required
• As a 24x7x365 organization, on-call responsibilities may be required as well as occasional travel to customer sites.

Have you got what it takes?

• Minimum of 3 years of proven experience in a customer facing technical role, preferably in SaaS or cloud services.
• Outstanding communication skills, capable of engaging both technical and non-technical stakeholders.
• Ability to support large, complex agencies.
• Strong ability to use facts and data to influence decisions.
• A service-oriented mindset with a customer-first
• Ability to prioritize and make appropriate decisions.
• Proven ability to meet deadlines and maintain quality standards.
• Ability to interact effectively with all levels of management and customers.
• Ability to work with minimal guidance or supervision in a time-critical environment.
• Ability to be flexible and quickly adapt to changing business needs and processes.
• Capable of creating. Interpreting, and acting oni reports, including summarizing detailed technical content for technical and non-technical audiences
• Experience with scripting in Linqpad, Powershell or similar
• Experience with basic querying of databases (Microsoft SQL) and Elastic Search
• Experience in data migration and/or transformation
• Knowledge of Entra ID single-sign-on, Windows and Azure server and client technology
• Knowledge in cloud platforms (AWS, Azure, GCP, APIs, and networking
• Ability to obtain security clearances (CJIS).
• Bachelors degree or Masters Degree is preferred

You will have an advantage if you also have:

• Experience/knowledge of CCaaS, CX, and Conversational Ai solutions.
• Experience/knowledge of the public safety sector.

Reporting into:Director, Value Realization ServicesRole Type:Individual Contributor

How will you make an impact?

• Overall responsibility throughout the project lifecycle including Initiation, Data Acquisition, Configuration, Data Validation, UAT, Tuning and Deployment phases.
• Manage all project tasks including schedules, budgets, and resources, to ensure that quality solutions are delivered within time and cost constraints.
• Establish relationships and effectively communicate with key members of client team including business users and management personnel.
• Prepare project status reports and presentations to keep management, customers and others informed of the project status and issues.
• Develop, implement and maintain standard practices for client implementations aligned with the Essentials TAM operating model
• Communicate and advocate customer requirements and concerns to product management team, R&D and other internal stakeholders
• Create & manage project plans. Define project schedules, allocate resources and monitor progress.
• Get involved in project at high level for functional and technical aspects.
• Co-ordination of multiple projects amongst different internal teams and stake holders.
• Align project objectives with company goals, and make sure project team is clear on objective
• May require some travel to client sites – approximately 10%

Have you got what it takes?

• Possess excellent organizational and communication skills.
• Strong ability to use facts and data to influence decisions
• Ability to prioritize and make appropriate decisions.
• Proven ability to meet deadlines and maintain quality standards.
• Excellent problem-solving skills, strong customer service and interpersonal skills, plus a demonstrated ability to work with a diverse group of associates.
• Ability to interact effectively with all levels of management and customers.
• Ability to work with minimal guidance or supervision in a time critical environment.
• Ability to be flexible and quickly adapt to changing business needs and processes.
• 5+ years of experience in service delivery environment and project management.
• BS Degree in computer science, engineering or work equivalence.

You will have an advantage if you also have:

• Experience/knowledge of Actimize solutions.

About Actimize

PS Manager
Individual Contributor

LiveVox is a leading provider of enterprise cloud contact center solutions, managing 14+ billion interactions annually. With 15+ years of pure cloud expertise, we empower effective channel of choice engagement strategies. Our risk mitigation and security capabilities help our clients adapt to changing business environments. Supported by over 525 employees globally, we are headquartered in San Francisco with additional country headquarter offices in Bangalore and Colombia. To learn more, visit LiveVox.com.

WHAT YOU'LL BE DOING:

We are seeking a highly motivated and experienced Professional Services IT Engagement Manager to join our team. As an Engagement Manager, you will be responsible for leading and managing complex projects for our clients and internal stakeholders, ensuring that they are delivered on time, within budget, and to the required quality standards. You will work closely with our clients, engineering teams, and cross-functional stakeholders to define project scope, timelines, and budgets, and you will be responsible for ensuring that all project deliverables are met.

WHAT YOU'LL BE RESPONSIBLE FOR:

· Lead and manage strategic projects from start to finish, including scope definition, planning, execution, and delivery independently

· Communicating effectively with clients and internal stakeholders to understand their business needs and objectives, and ensure that project deliverables align with those goals

· Define project scope, timelines, and budgets, and work with cross-functional teams to ensure that all project deliverables are met independently

· Monitor project progress, identify and mitigate risks, and escalate issues as needed

· Communicate project status and progress to clients and internal stakeholders and problem solve through barriers and challenges independently

· Manage project resources and team members, including assigning tasks, setting expectations, and providing guidance and support as needed

· Identify opportunities for process improvements and recommend solutions to optimize project delivery

Required Education and Experience

· Minimum of 3 years of experience in professional services engagement management, with experience leading and delivering complex software implementation projects

· Strong understanding of software development and customer implementation life cycle and agile methodologies

· Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams and clients

· Proven track of managing complex projects and delivering on-time, on-budget, and on-scope.

· Ability to manage multiple projects and priorities in a fast-paced environment

· Experience managing cross-functional teams.

Preferred Experience

· PMP certification

· Experience working in a CCAAS or cloud-based environment

· Experience with Asana, JIRA or similar project management tools

· Experience with data analysis and reporting tools such as Excel or Tableau

WHY LIVEVOX

Key Responsibilities:

• Ensuring Operability: The Lead Cloud Transformation Engineer is responsible for the overall operability of the CXone Mpower Engagement Hub voice network.
• SBC & SIP Infrastructure Management: A key responsibility is ensuring the Session Border Controller (SBC) and Session Initiation Protocol (SIP) infrastructure functions properly, reliably, and efficiently.
• Customer Provisioning & Maintenance: This role ensures customer traffic and services are provisioned and maintained effectively.
• Troubleshooting: The engineer will troubleshoot application and SIP networking issues.
• Network Growth Management: This includes installing new customers and handling escalations from other teams to manage the expansion of the Engagement Hub network.
• Process Streamlining: To ensure scalability, the Lead Cloud Transformation Engineer will streamline current processes, specifically leveraging AudioCodes SBCs.
• Collaboration: The role involves working independently and as part of a global team, demonstrating strong customer skills, and delivering quality results in a dynamic environment.

Required Skills and Expertise:

• Understanding of Cloud Platforms: Proficiency with deploying Audiocodes SBCs and OVOCs in AWS.
• Networking and Security Expertise: Strong knowledge of networking concepts (DNS, TCP/IP, HTTP) and implementing security policies and compliance standards.
• Troubleshooting & Problem Solving: Strong troubleshooting skills to diagnose and resolve complex network and application issues.
• Communication & Collaboration: Excellent communication skills to interact effectively with internal teams and external customers.

Preferred Requirements:

• 6+ years of experience working within application or software support.
• 4+ years of experience working within public or private cloud environments.
• 4+ years of experience working in a production Windows based environment.
• 6+ years communicating in English in a technical field.
• Can effectively troubleshoot supported applications effectively.
• Can work on complex issues which may span multiple applications or environments.
• Experience working with call center infrastructure

The Lead Cloud Transformation Engineer plays a crucial role in maintaining and scaling a critical part of the CXone Mpower Engagement Hub's communication infrastructure, requiring a blend of technical depth, operational efficiency, and strong interpersonal skills.

A Typical Day Might Include the Following:

• Provide direct support to NICE sales, Cloud DevOps team, NICE customer services organizations for pre- and post-sale connectivity engineering needs.
• Approve designs for sale upon customer acceptance.
• Act as a mentor for Cloud Connectivity Engineers who need design guidance.
• Assist the project teams to successfully accomplish projects and organizational goals.

• Establish and maintain strong working relationships with various departments in and outside of the company, to ensure overall order coordination success
• Attain a mastery-level knowledge of the voice and data services available through NICE. Be able to communicate their full functionality and interconnection requirements to customers and their vendors.
• Develop solutions for a wide range of complex applications. Solutions are imaginative, thorough, practical, and consistent with the organizations' objectives.
• Thoroughly document proposals for standard and customized services. Contribute to the detailed project plans and order summaries for presentation to end users and their partners.
• Act as an escalation point to resolve vendor hardware, software and application problems associated to the products and services recommended.

To Land This Gig You'll Need:

• AWS Solution Architect and Cisco Certifications are preferred
• Firm experience of AWS network services such as DX gateway, Transit GW, Virtual interfaces, SGs, NACLs, Direct connect, BGP (underlay),
• Strong experience in Routing protocols especially with BGP resiliency, and IPsec VPN (overlay).

• Advanced knowledge in architecture design and configuration of a wide array of networking and equipment including, OSI model service design with strong emphasis on Ethernet and IP architectures, VoIP Network protocols and designs (SIP, MGCP, SBC, etc), IP4 and IPv6 addressing
• Demonstrated working knowledge of telecom principles and concepts
• Proven ability to effectively communicate verbally and in writing, together with industry personnel, vendors, sales, service delivery and engineering personnel
• Requires a broad range of skills within a professional discipline to effectively perform complex assignments; demands familiarity with theories, concepts, and network principles as well as applied knowledge of established procedures, policies, and practices
• Highly organized, motivated, and self-sufficient with a desire to win

• Strong customer service and technical support skills, coupled with problem-solving, trouble shooting skills, analytical and decision-making ability
• Proficiency with Microsoft Office products: Excel, Word, PowerPoint, and Microsoft Visio

Bonus Experience:

• ​Bachelor’s degree in Electrical Engineering or related field, or equivalent work experience required.​

• ​6+ years VPN Connectivity or Cloud Network Design or Analysis
• 4+ years in a Services Delivery or Solutions Engineering role
• ​Prior experience presenting solutions to stakeholders at all levels, both in virtual and face-to-face environments
• Prior experience with installation and implementation of telephony related equipment such as PBXs, Routers, Firewalls, Switches, etc.

How will you make an impact?

• Interfacing with large priority customer accounts
• Working with various NICE departments (Support and R&D) and customers around the globe for end-to-end resolution of issues
• Maintaining high customer satisfaction throughout the entire problem resolution process, through frequent customer updates
• Conducting thorough and detailed troubleshooting to provide quality support to the client, and minimize escalations
• Availability during off-hours as per shift rotations as required (nights and weekends) to address critical issues / situations
• Participating in knowledge transfer activities as required
• Working in accordance with NICE support process, procedures, contractual SLA’s
• Documenting all interactions related to services requests (SRs) in NICE Support System in accordance with SLA
• Some travel maybe expected to customer sites when required to resolve product issues

Have you got what it takes?

• Bachelor's degree in Computer Science / Software Engineering (or similar)
• 1-3+ years experience
• Experience as IT (Network and system) that worked on Server issues mainly
• Network troubleshooting skills (working with different tools)
• Experience in SQL database management
• Experience in Azure (104 or higher certification preferred)
• Experience with Grafana is a plus
• Experience with ServiceNow is preferred
• Supporting VOIP telephony systems such as Avaya or Cisco
• Experience in customer support serving global customers.
• Excellent English verbal and writing communication skills
• Team player – ability to work well in a close team environment
• Fast learner with ability to educate her/himself on relevant technologies
• Ability to multitask and prioritize work
• Ability to remain focused and calm under pressure
• Ability to travel up to 25%

You will have an advantage if you also have:

• Experience/knowledge of CCaaS, CX, and Conversational AI solutions.
• Experience/knowledge of the Public Safety sector

Individual

Responsibilities:

• Participate in all phases of our software development lifecycle including development, estimation, planning, design, and support.
• Contribute to overall design, reliability, and performance of application.

Required Experience:

• Bachelor’s degree in Computer Science, Business Information Systems or related field or equivalent work experience
• 5+ years’ experience in software development
• Experience with HTML5, CSS, JavaScript, and TypeScript
• Experience with one or more of the following JavaScript frameworks: React, Vue.js, Svelte, or Angular
• Experience with server-side development using either Node.js or PHP/Symphony
• Working knowledge of unit testing and test automation
• Working knowledge of user stories and use cases

Bonus Experience:

• Experience with AWS tech stack
• Experience with/knowledge of agile development processes
• Experience developing solutions that integrate with customer websites and web applications