Professional Services Engineer

Services Remote, United States


Description

NICE Professional Services Engineer for Public Safety.

 

Job Requirements:

Roles and Responsibilities

 The primary technical resource responsible for the successful installation of a customer solution. 

 Travel to remote sites for Installation, commissioning, upgrades and go-live cut-overs

Remote installation of NICE application software

 Review orders for technical accuracy

 Obtain software and review relevant documentation prior to visiting customer sites.
 Assist the Project Manager and customer in verifying the customer site prerequisites are complete and site is ready for installation.

  Installation includes: 
                1. Setting up the hardware (Racking)
                2. Configuring Servers (COTS and NICE). Build Virtualization Platform

   3. Installation of H/W (boards, NIC Cards, etc.)

 Loading the necessary software on the equipment.
              1. Windows components update and service packs.
              2. Anti-virus and security software.
              3. Telephony integration software.
              4. NICE recording and monitoring solutions applications

  Connecting the equipment to the customer's network.
 Integrating with the customer’s telephony environment:
                1. Computer telephony software.
                2. Cable taps (troubleshooting with customer

                    Involvement only).

  Perform implementation of software and hardware solutions, integrating with the customer’s network, PBX, and CTI equipment.
 Troubleshoot and resolve technical issues as they occur. Maintain ownership of issues that are escalated by working together with support personnel.

  During each phase the Implementation Engineer is expected to:
              1. The IE is expected to manage the customer relationship and expectations, communicate effectively, and troubleshoot and resolve technical issues
              2. Provide both Customer Sensitive and Internal NICE

                  Status updates throughout the implementations in

                  Coordination with the project manager. 
              3. Document action items remaining for both NICE and the

                  Customer. Communicate effectively, troubleshoot and

                  Resolve technical issues utilizing documentation,

                  Knowledge base and peers.


 Complete detailed site documentation and as built at conclusion of installation. Documentation is handed off to support for customer maintenance and support.

  • Complete all Installation Test Procedures (ITP) of all products prior to going into production.
  • Provide all completed and signed ITP’s, Site Docs, and As-builts to PM at completion of project.
  • Provide basic system administration training to technical users.

     Train personnel on technical aspect of NICE solutions/Knowledge Sharing.

  • Add Learned Lessons to Knowledgebase and share with team.

     Remotely solve issues for various customers.

  • Manage Time Reporting on daily basis and advising management of overtime hours for approval

     Update ticketing system with accurate information and close out “cases” in a timely manner.

     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

 

Education:

 3 – 5 years field experience
 AS/BS in Computer Science, Electrical Engineering or related technical degree preferred or demonstrable extended experience of 10 years or apprentice in the telephony environment.
 Certification A+ preferred.
 Network Certification preferred
 H.P. Certification preferred
 MCSE Certification preferred
 Microsoft Certification Professional (MCP) preferred
 MSSQL and MySQL knowledge
 Certification in Cisco, Citrix and Telephony replayed products welcomed.
 Public Safety experience strongly preferred.

 

 

 

Skills:
    Excellent Verbal and written communications skills
    Exceptional customer service orientation and abilities especially in high pressure situations.
    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.
  • Windows Server 2008, 2012, 2016 and 2019
  • MS SQL Server 2008, 2012, 2014, 2016, 2017
  • MySQL
  • Strong Networking and routing skills
  • Firewalls
  • XML and JSON
  • MS Powershell scripting
  • Wireshark
  • IIS
  • Active Directory/SSO
  • SQL Encryption
  • Data encryption with certificates
  • MS IIS
  • Serial RS-232 configuration and troubleshooting
  • Audio CODEC understanding
  • SIP VoIP and SIPREC
  • ISDN, T1, Digital and Analog Telephony
  • CISCO CUCM, AVAYA, Airbus Vesta, West Viper telephony.
  • Log4Net Log file understanding

 

Experience:
 Must have a minimum of 3 years relevant implementation experience and providing high-level customer service. 
 Experience working directly with clients as a vendor or consultant
 Must include working at a various customer sites, not internal IT help-desk background.
 Must have experience in telephony, hardware and databases.
 Must have very strong PC knowledge and Microsoft, Network knowledge:  MCP or better preferred. 
 Hands-on hardware skills include ability to replace hard drives, connect/configure components, working knowledge of CPU, etc. HP Server Certified preferred.
 Some CTI/CDR knowledge, Experience with Voice over IP Strongly preferred.

SQL Installation and Scripting required

NICE is committed to provide an environment based on equal opportunity for all qualified applicants and employees. It is the policy of NICE to afford equal employment opportunities to qualified individuals, regardless of age, race, color, creed, religion, citizenship, ancestry, national origin, sex, gender, pregnancy, mental or physical disability, marital status, veteran status, service in the Armed Forces, sexual or affectional orientation, atypical hereditary cellular or blood traits, genetic information, status as a victim of domestic or sexual violence, and/or any other status protected by any applicable federal, state and/or local statute or regulation.