Technical Engineer

Support Brisbane, Australia


With NICE (Nasdaq: NICE), it’s never been easier for organizations of all sizes around the globe to create extraordinary customer experiences while meeting key business metrics. Featuring the world’s #1 cloud native customer experience platform, CXone, NICE is a worldwide leader in AI-powered self-service and agent-assisted CX software for the contact center – and beyond. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, partner with NICE to transform - and elevate - every customer interaction.

To validate technology solutions from Pre-Sales and deliver plans to successfully implement them & support (post implementation) for the customer.

Main Responsibilities and Deliverable:
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:
    • Setting up the hardware (Racking)
    • Configuring Servers (COTS and NICE). Build Virtualization Platform
    • Installation of H/W (boards, NIC Cards, etc.)
  • 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.
    • 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:
    • The IE is expected to manage the customer relationship and expectations, communicate effectively, and troubleshoot and resolve technical issues
    • Provide both Customer Sensitive and Internal NICE Status updates throughout the implementations in coordination with the project manager.
    • 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/upload 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.
    • Support Post Implementation Phase Engineer is expected to: The Engineer is expected to manage the customer relationship and expectations, communicate effectively, and troubleshoot and resolve technical issues
    • Provide both Customer Sensitive and Internal NICE
    • Status updates throughout phase of open ticket/issue in coordination with the support manager
  • Document action items remaining for both NICE and the Customer. Communicate effectively, troubleshoot and resolve technical issues utilizing documentation, knowledge base and peers
  • Escalate to T3
    • Work with T3 & R&D to resolve issues
    • Assist T3 & R&D with testing, providing logs, site information
  • Other roles and responsibilities may be assigned on an as needed basis
Qualifications / Education:
  • B.Sc in Computer Science, Electrical Engineering, or related field, and / or practical relevant experience or knowledge
  • Experience in NICE Platform and solutions offerings
  • Strong Client facing and interpersonal skills
  • Domain Expertise in relevant business operations
  • Well-developed documentation, presentation and communication skills

Professional capabilities
  • Developing Expertise in role, becoming familiar with at least one NICE Enterprise product
  • Directed in several aspects of work. Relies on more experienced team members and mentoring, seeks professional guidance
  • Competent in at least two NICE Enterprise products
  • Provides Input to writing scope statements
  • Provides estimates for work packages
  • Develops assigned project deliverables such as design and architecture documents specific to project
  • Interacts with Customers and NICE project teams to deliver project objectives
  • Expert in at least 2 NICE Enterprise products, competent in at least 2 others
  • Reviews SOWs and provides feedback on Project scope, deliverables, assumptions, and effort estimates
  • Develops complex project design / architecture deliverables for the project
  • Acts as technical owner of project and a single point of contact for Customer technical teams.
  • Expert in at least 5 NICE products with ability to design solutions for multi-product implementation and integrations
  • Regarded as a Subject Matter Expert in many products
  • Performs project scope definition, Work Breakdown Structure (WBS) creation, define deliverables and effort estimates.
  • Assists Project Manager in developing project plans
  • Assists in pre-sales phase by the way of Customer meetings and input to SOWs
  • Reviews and critiques Technical Deliverables
  • Measures Technical performance of the project
  • Identifies challenges and strategizes solutions
  • Usually works independently and mentors Architects in
Level I and II
  • Expert in NICE product suite and is able to design solution based on any/all products for implementation and integration
  • Advises on project plans, scoping documents and other required project documentation
  • Defines standards for project deliverables
  • Reviews and integrates new products / architecture requirements into standards
  • Demonstrates NICE product expertise with authority in senior client setting. Can be relied on to be a trusted advisor on complicated implementation projects
  • Acts as back up for team lead/manager as required
  • Mentors Solution Architects in all other stages
  • Potentially matrix manages Architect resources on a portfolio of projects at the project level
Personal leadership
  • Collaborates with team members to achieve results
  • Actively engages others in work processes to expand and broaden professional domain knowledge
  • Influences others to achieve professional advancement
  • Effectively manages complexity and change in his/her professional domain
  • Influences within and across domains to promote the professional domain
  • Expands system knowledge and capabilities

Business Impact
  • Follows pre-allocated task and processes, may contribute to definitions
  • Leads the design effort on a variety of NICE projects
  • Focal point for customers and NICE groups
  • Holds full domain responsibility
  • Displays conceptual thinking and professional discretion in domain
  • Applies independent judgment
  • Designs, leads, and monitors the development of and implementation infrastructure and framework
  • Acts as a point of escalation for low-level design problems both on the NICE and client sides
  • Must be able to solve high and low-level design problems both on the NICE and client sides
  • Applies ongoing professional discretion
  • Problem solves in new settings
  • Proactively seeks for improvement within and across domain
  • Influences the enterprise-level architecture and all key technical decisions for strategic and major clients and complex projects
  • Must be able to act as a point of escalation for high and low level design problems both on the NICE and client sides
  • Drives decision making to promote the business within and across domains
  • Proactively seeks for synergies that contribute to overall company business
  • Takes broad external and internal perspectives into account
  • Becomes involved in hiring processes, project resourcing, training, etc.
  • Acts as back up for team leads / managers as 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.