Associate Professional Services Engineer
NICE
Pune, India
3d ago

Specific Job Responsibilities :

  • Installation and integration of NICE software solutions at customer's site, while following defined methodology, processes, system requirements and customer specific needs.
  • Work directly with the project manager to assist with any technical questions regarding the solution from the kick-off of the project until turnover of the delivered solution to our support center.
  • Ensure that all components of the technical architecture are properly integrated and implemented.
  • Ability to remotely implement Nice solutions efficiently with quality and care
  • Provide technical support and technical quality control throughout all stages of the project.
  • Assist customers and their vendors with configuration requirements for all Nice Integration points in their environment.
  • Provide technical expertise of the entire Nice product suite, implementation methodology and / or related technology.
  • Provide advanced expertise in Nice NIM / Engage, WFM and EEM solutions
  • Conduct systems testing for performance and reliability.
  • Report issues found during implementation and engage support teams for assistance as well as escalate to higher tiers and management as appropriate.
  • Communication with R&D about customer technical feedback on implementation of product related enhancements and fixes.
  • Document and communicate issue resolution and lessons learned.
  • Document and add Symptoms and Resolutions to the Nice Knowledge Base.
  • Assist client's Administrators with questions and problems associated with the configuration, administration, and management of users in the NICE system.
  • Provide basic application training and support the client's Engineers on the NICE applications as required.
  • Document and maintain NICE system specifications (Site Documentation) across all sites.
  • Assist with NICE projects, installations, and change management as a Subject Matter Expert (SME) to the client's environment and infrastructure.
  • Perform NICE system maintenance across all sites as required.
  • The PSE is expected to manage the customer relationship and expectations, communicate effectively, troubleshoot and resolve technical issues.
  • The PSE must maintain technical ownership of the project from start to finish.
  • Effectively manage time and maintain regular communication and updates to both customer and management.
  • Participate in training classes, or special projects as needed.
  • Education and Experience :

  • BS in Computer Science, Electrical Engineering or equivalent technical degree preferred.
  • NIM, Engage, IEX, NICE WFM Product Certifications preferred or experience with competitive solutions
  • CCNA and MCSE certifications are a plus.
  • HP, Dell, VMWare and Citrix certifications are a plus.
  • Characteristics :

    Technical Skills : Must have a minimum of 0-2 years of proven experience with 3 of the 5 following technical areas.

    NICE NIM / Engage Recording, WFM or Competitive Workforce Management Experience (Preferred)

  • Experience with the Installation and Integration of Nice Recording or WFM solutions into Customer Environments
  • Experience with Advanced Solutions Recording / Telephony Integrations, Forecasting / Scheduling, LDAP, SSO, ACD, DB migrations, Smart Sync, Disaster Recovery or HA solutions.
  • Server Technology

  • Microsoft Windows Server Installation and Configuration IIS
  • RedHat Server Installation and Configuration - Apache
  • Microsoft Security Active Directory, Security Policies, Hardening, Encryption
  • Server Hardware HP, Dell, IBM
  • Virtual Servers - VMWare ESX, VSX Clusters, VMotion
  • Citrix Servers Configuration and Optimization
  • SQL / Oracle

  • Microsoft SQL Server Installation and Configuration
  • Oracle Installation / Configuration
  • Maintenance Backups and Recovery, Security
  • Scripting Basic Query and Update knowledge
  • Networking

  • Network Principles 7 Layer OSI Model, TCP, UDP
  • Network Devices NICs, Switches, Routers, MPLS
  • Troubleshooting Sniffers and various other Network Testing and Analysis tools
  • Telephony

  • Telephony Experience - PBX, Switch and ACD Vendors - Avaya, Nortel, Aspect, Siemens and Cisco
  • VoIP Experience Avaya, Cisco, Nortel
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