Professional Services Engineer

So, what’s the role all about?

NICE is seeking a Professional Services Engineer Public Safety team.  NICE’s Evidencentral platform features an ecosystem of integrated technologies that bring data together to give a single view of the truth, enabling public safety and justice agencies to do what they do better – whether it’s responding to incidents, investigating and building cases, or prosecuting crimes. With comprehensive digital transformation solutions that can be deployed across entire counties and states, NICE also helps everyone work better together, so justice flows more smoothly, from incident to court.

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

What’s in it for you?

Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr!

Requisition ID: 6874
Reporting into: Team Lead, Professional Services Engineer
Role Type: Individual Contributor