Senior Specialist Professional Services 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 So what s the role all about The Managed Operational Services Engineer is responsible for the remote support and maintenance of the NiCE platforms at the customer site The MOS Engineer will manage NiCE related issues and outages in a timely manner and enhance the client s ability to maintain the NiCE system In addition the MOS Engineer will assist with NiCE projects installations and change management as required to support the customer s environment and infrastructure How will you make an impact Position reports on a day-to-day basis to MOS Manager Knowledge of NiCE solutions - Engage NTR Work directly with client s System Engineers to support the NiCE infrastructure across the customer s organization globally Create record of the case and performing remediation in accordance to the severity of the case Provide L1 L2 L3 support as required of the technical support for the NiCE product and utilize engage and co-ordinate efforts with suppliers other representatives as needed Assist client s Administrators with questions and problems associated with the configuration administration and management of users in the NiCE system Document and maintain NiCE system specifications Site Documentation across all sites Provide and evaluate proactive Health Checks on a daily weekly and monthly basis Perform MAC Move Add Change jobs Assist with NiCE projects installations and change management as required to support environment and infrastructure Perform NiCE system maintenance across all sites as required The MOS Engineer is expected to manage the customer relationship and expectations communicate effectively and troubleshoot and resolve technical issues Effectively manage time and maintain regular communication and updates to both customer and management Participate in training classes or special projects as needed Other roles and responsibilities may be assigned on an as needed basis Have you got what it takes Must have a minimum of 12 years of proven experience with the following Experience working with voice and data networks in the capacity of design implementation or project management Microsoft operating systems Networking SQL Security and VoIP technology Telephony experience and certifications - TDM VoIP and CTI - advantage Telephony Experience with most common PBX Switch and ACD Vendors - Avaya Nortel Aspect Siemens and Cisco - advantage CTI Experience with most common PBX Switch ACD and CTI vendors - Avaya Map-D DLG CV-LAN AES TSAPI Nortel Symposium Aspect Prospect Portal Contact Server CMI Siemens Call-Bridge Cisco ICM Genesys - advantage HP MCSE MCP certifications - advantage Certified on all NiCE Systems solutions - advantage What s in it for you Join an ever-growing market disrupting global company where the teams - comprised of the best of the best - work in a fast-paced collaborative and creative environment As the market leader every day at NiCE is a chance to learn and grow and there are endless internal career opportunities across multiple roles disciplines domains and locations If you are passionate innovative and excited to constantly raise the bar you may just be our next NiCEr Enjoy NiCE-FLEX At NiCE we work according to the NiCE-FLEX hybrid model which enables maximum flexibility 2 days working from the office and 3 days of remote work each week Naturally office days focus on face-to-face meetings where teamwork and collaborative thinking generate innovation new ideas and a vibrant interactive atmosphere Requisition ID 8383 Reporting into Tech Manager Role Type Individual Contributor 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