Professional Services Engineer

Services Pune, India


Job Title: Professional Services Engineer (PSE)

Job Responsibilities:
Be the NICE technical point of contact for assigned projects from
inception to completion
Review solution designs and provide feedback on implementation
Estimate effort required to execute projects based on solution
Provide input for statement of work development
Understand various integration points required for project
implementation and provide necessary support to customers and
3rd party integrators
Work directly with NICE internal & customer teams to assist with
any technical questions during the implementation.
Create technical documents as per NICE standards and processes
Install and configure NICE products as per project requirements
while following NICE methodology, processes and standards
Communicate and reconcile any design flaws found during the
delivery of NICE Solutions with respective NICE internal teams
Execute test plans and capture results and defects
Troubleshoot and resolve implementation defects and issues during
project execution
Own and drive resolution of product issues by engaging various
NICE teams
Own defects and drive resolution until project completion
Document and communicate issue resolution and lessons learned
Document resolutions in the NICE knowledge base
Provide basic application training and support to customers on the
NICE applications
Maintain high level of quality control during project execution
Manage time effectively and efficiently
Maintain regular communication and updates to customers and
NICE management throughout the project
Report time and expenses accurately and in a timely manner

3-5 years of systems engineering/technical implementation delivery
Excellent understanding of hardware, OS, networking, telephony,
database and contact centre industry software
Implementing and integrating large scale deployments of clientserver
solutions in the enterprise industry.
A solid understanding of various PABX, PBX, CTI functionality and
IP telephony solutions, such as Cisco, Avaya, etc.
Excellent communication and problem solving skills
Proven ability to work in a dynamic team environment
Experience in working across geographically distributed and multicultural
Proven ability to delight customers
Ability to learn and adapt to new technologies independently and
Proven ability to follow processes and methodologies
Experience in NICE products


Engineering degree in a Computer/IT/Software or related Field
NICE products certification preferred
Microsoft Certified Professional (MCP)
Microsoft Certified System Administrator (MCSA) and Microsoft
Certified System Engineer (MCSE) certifications preferred.
Cisco Certified Network Administrator (CCNA) , Cisco Certified
Network Professional (CCNP)
VMware administration courses

Mandatory Skills :
Must have minimum of 5 years’ experience in any of the
An IT/Telecom company or contact center field
Application software implementation, support and troubleshooting
Programing software development, implementation, testing and
Microsoft server installation and configuration – IIS, SNMP
Microsoft security – Active Directory, security policies, hardening
and encryption
Disaster recovery - clustering, geo-clustering,
Server hardware – HP, Dell, IBM, etc
Virtual servers - VMWare – ESX, VSX clusters, VMotion
Citrix servers – configuration and optimization
Network principles – 7 layer OSI model, network protocols
Network devices – NICs, switches, routers, firewalls
Troubleshooting – sniffers and various other network testing and
analysis tools

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.