NICE Professional Services Engineer 

United States, Oregon 

78920619

How will you make an impact?

• Installing the customer solution - setting up the hardware (Racking) and configuring servers (COTS and NICE), building virtualization platforms, and installation of H/W (boards, NIC Cards, etc.)
• Traveling to remote sites for Installation, commissioning, upgrades and go-live cut-overs
• Remote installation of NICE application software
• Reviewing orders for technical accuracy
• Obtaining software and review relevant documentation prior to visiting customer sites.
• Assisting the Project Manager and customer in verifying the customer site prerequisites are complete and site is ready for installation.
• Loading the necessary software on the equipment - Windows components update and service packs, Anti-virus and security software, Telephony integration software, NICE recording and monitoring solutions applications.
• Connecting the equipment to the customer's network.
• Integrating with the customer’s telephony environment - Computer telephony software and Cable taps (troubleshooting with customer involvement only).
• Performing implementation of software and hardware solutions, integrating with the customer’s network, PBX, and CTI equipment.
• Troubleshooting and resolving technical issues as they occur. Maintain ownership of issues that are escalated by working together with support personnel.
• Managing the customer relationship and expectations, communicate effectively, and troubleshoot and resolve technical issues.
• Providing both Customer Sensitive and Internal NICE status updates throughout the implementations in coordination with the project manager.
• Documenting action items remaining for both NICE and the customer. Communicate effectively, troubleshoot and resolve technical issues utilizing documentation, knowledge base and peers.
• Completing detailed site documentation and as built at conclusion of installation.
• Completing all Installation Test Procedures (ITP) of all products prior to going into production.
• Providing all completed and signed ITP’s, Site Docs, and As-builts to PM at completion of project.
• Providing basic system administration training to technical users.
• Training personnel on technical aspect of NICE solutions/Knowledge Sharing.
• Managing time reporting on daily basis and advising management of overtime hours for approval
• Updating ticketing system with accurate information and close out “cases” in a timely manner.

Have you got what it takes?

• 3 – 5+ years field experience
• AS/BS in Computer Science, Electrical Engineering or related technical degree or 10+ years of experience in the telephony environment is preferred
• Certifications in Security+, Network, HP, MCSE, and MCP are preferred
• Knowledge in MSSQL and MySQL
• Certification in Cisco, Citrix and Telephony replayed products welcomed.
• Public Safety experience strongly preferred.
• Excellent follow-up and reporting ability (Customer reports, overtime billing etc.)
• Willingness to learn new technology and the corresponding upgrades and changes
• Excellent analytical and problem solving skills.
• Microsoft Word, Excel and Visio skills required.
• Experience with Windows Server 2008, 2012, 2016 and 2019
• Strong networking and routing skills
• Must have the availability for extensive travel on a short notice basis and to work outside of a regular 8 hour (“8-5”) work day. Working holidays, nights and weekends occur on a regular basis.
• Other roles and responsibilities may be assigned on an as needed basis

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