Senior Professional Services Engineer

NICE•Hoboken, NJ

About The Position

The Professional Services Engineer (PSE) is responsible for installing, deploying, upgrading, and maintaining NICE products and platforms at customer sites. This includes applying hotfixes, participating in commissioning, testing, and certification, as well as troubleshooting and resolving issues encountered during or after installation. The PSE works closely with customers, system engineers, and internal teams to ensure seamless integration, high system availability, and optimal performance.

Requirements

Minimum 2–3 years of hands-on experience in:
Installation, configuration, and upgrades of enterprise applications (NICE product experience preferred).
Microsoft Windows Server administration.
Networking concepts (LAN/WAN, firewalls, load balancers, DNS, routing, etc.).
SQL database administration and scripting (queries, stored procedures, and troubleshooting).
Strong troubleshooting skills, including log analysis and root cause identification.
High customer service orientation with strong verbal and written communication skills.
Ability to handle conflicts professionally and drive resolution.
Represents NICE professionally in all customer interactions.
Self-motivated, accountable, and capable of working independently.
Flexible to work in shifts and outside standard business hours as required.
Adapts well to changing environments and priorities.
Shares knowledge proactively and collaborates effectively with team members.

Nice To Haves

Experience with VoIP, CTI, and telephony systems (Avaya, Cisco, Genesys, etc.) is an advantage.
Familiarity with PBX, ACD, and CTI integrations is preferred.
Relevant certifications (MCSE, MCP, networking, database, or telephony) are a plus.

Responsibilities

Install, configure, upgrade, and deploy NICE products and platforms at customer sites.
Apply hotfixes, service packs, and other product updates in alignment with NICE best practices.
Participate in commissioning, testing, and certification activities during project delivery.
Troubleshoot and resolve technical issues related to installation, configuration, or upgrade activities.
Draft implementation and upgrade plans, outline pre-check and post-check steps, and clearly explain them to customers and stakeholders.
Collaborate directly with the client’s System Engineers to support NICE infrastructure across global sites.
Maintain detailed site documentation, system specifications, and configuration records.
Perform MAC (Move/Add/Change) activities and system maintenance as needed.
Assist with NICE-related projects and change management activities.
Create, track, and remediate cases according to severity and SLA requirements.
Coordinate with suppliers and third-party representatives for integrated solutions.
Provide technical guidance to customer administrators on configuration, administration, and user management.
Manage customer relationships and expectations with clear, proactive communication.
Participate in training programs, knowledge sharing, and special projects.
Perform other related duties as assigned.