Technical Engineer

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. www.nice.com

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

Main Responsibilities and Deliverable:

• 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.
• Installations include:
• 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:
• Install Computer telephony software.
• Cable taps (troubleshooting with customer involvement).
• 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 locally & globally in various timezones.
• During each phase the Implementation 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 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:
• 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 in various global timezones
• Provide T3 & R&D with testing, providing logs, site information
• Other roles and responsibilities may be assigned on an as needed basis
• 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.

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 preferable
• 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 product
• Directed in several aspects of work. Relies on more experienced team members and mentoring, seeks professional guidance
• Provides Input to writing scope statements
• Interacts with Customers and NICE project teams to deliver project objectives
• 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.
• 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
• 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

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
• Applies ongoing professional discretion
• Problem solves in new settings
• Proactively seeks for improvement within and across domain
• Must be able to act as a point of escalation
• 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