Job Description
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.
So, what’s this role all about?
The Senior Professional Services Engineer is a customer-facing, billable position chartered with engaging customers in a consultative capacity and providing specialized expertise around Nice CXone products, the contact centre industry, and other contact centre ecosystem topics including CRM, telecommunications infrastructure, analytics, social media, and others.
This position, depending on the types of projects onto which he or she is deployed, will be responsible for both technical and business tasks including managing customer expectations and satisfaction, configuring Nice CXone products based on best practices and customer requirements, coordinating inter-departmental activities within Nice CXone, tracking time and status within Nice CXone systems, and other tasks related to the success of his or her engagement.
How will you make an impact?
This position is responsible for consultative performance in all areas related to Nice CXone solutions provisioning, implementation, and deployment of technical and business solutions to clients. The customer base consists of public and private sector agencies and businesses employing diverse information management and contact centre environments.
Financial Responsibility
As a billable and customer-facing role, this position has significant financial impact on Nice CXone:
- The Professional Services Engineer’s time is billable and is recognized by the company as direct revenue. Ensure hours are accurately tracked and recorded on customer master account.
- The timeframe required for the Professional Services Engineer’s to deploy a customer has a direct impact on Nice CXone’s ability to begin recognizing revenue for new customers. Ensure deployments are completed timely, accurately, and according to customer’s contract.
- The Professional Services Engineer’s ability to satisfy his or her customers has a direct impact on the customer’s likelihood of loyalty and increased business.
- The Professional Services Engineer’s ability to keep commitments, to hold him - or herself accountable and to handle delicate situations appropriately is critical to minimizing Nice CXone’s exposure to liability.
- Ensure that adjustments made to customer’s account are completed in accordance with the Company’s Adjustment Policy.
Technical
- Provide senior-level technical configuration and, in some cases, programming as required.
- Provide process, data and object modelling in a variety of application and database environments.
- Provide database design, development, and enhancement, as well as management and coordination of changes to existing applications.
- Provide technical architecture leadership, analysis, design, development, and enhancement.
- Maintain senior-level expertise and currency in industry leading contact centre technologies.
Project
- Serve in a project manager capacity via management of end-to-end system life cycle development of small to large-scale projects.
- Develop costing proposals for projects, perform risk analysis, and manage change control.
- Provide business analysis, business area assessment, user needs analysis and business systems design for major projects.
Business
- Present a professional image in conduct, attitude, and attire.
- Assist with the development of client information management standards and evaluation of technology trends.
- Contribute to business area assessment, user needs analysis and business systems design.
Supervisory
- Supervise during project life cycle any intermediate or junior level client staff, or any sub-contracted personnel assigned to your project team.
- Supervise and mentor all intermediate and junior level Nice CXone staff working on other projects under your area of responsibility.
- Always follow the company Code of Ethics and Nice CXone policies and procedures.
- Communicate in an effective and professional way with customers in and outside of Nice CXone.
Requisition ID: 10220.
Reporting into: Manager, Professional Services.
Role Type: Individual Contributor.
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About NiCE
NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.
Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.
NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.
