Senior Implementation Engineer

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.

What’s this role all about?

As a Professional Services Engineer supporting NICE Public Safety customers, you’ll be the primary technical lead responsible for installing and bringing complex solutions live in real-world environments. This is a hands-on, field-facing role where you’ll travel to customer sites (and also support remotely) to install, commission, upgrade, and cut over systems, making sure each deployment is stable, secure, and ready for production.

You’ll work across servers, networking, databases, and telephony, configuring hardware and virtualization platforms, installing Windows components and NICE applications, integrating with customer networks and PBX/CTI environments, and completing detailed Installation Test Procedures before go-live. Along the way, you’ll own troubleshooting and escalations, communicate clearly with customers and project managers, and finish each project with strong documentation, as-builts, and knowledge sharing that sets support teams up for long-term success

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: 

• Configuring Servers (COTS and NICE). Build Virtualization Platform
•  Installation of H/W (boards, NIC Cards, Memory, 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 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