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 Professional Services Engineer is a customer-facing, billable role responsible for delivering specialized expertise and tailored solutions for NICE products and services. This role focuses on the implementation, configuration, and optimization of solutions such as Feedback Management, Salesforce Integrations, and Text Analytics for enterprise clients. It combines both technical and business responsibilities, requiring direct engagement with clients to understand their requirements, provide consultative support, and deliver innovative, value-driven solutions

How will you make an impact?

• Technical Implementation:

• Lead the end-to-end implementation and deployment of Feedback Management, Salesforce Connector and Text Analytics solutions for enterprise clients.

• Provide technical consultation and support during implementation phases, including data migration, custom scripting (Python), and API integrations.
• Translate business requirements into technical configurations using best practices and product capabilities.
• Conduct detailed solution design, system configuration, integration, and testing.
• Partner with cross-functional teams (Product, Engineering, Support, CSMs) to ensure successful delivery and handoff.
• Develop and maintain implementation documentation, including architecture diagrams, configuration guides, and SOPs.
• Deliver product training and enablement to clients and internal stakeholders.

• Continuously contribute to the enhancement of delivery methodologies and reusable assets.

• Project Management:

• Collaborate with Project Managers to design and oversee end-to-end project rollouts.

• At times act as the Project Manager for your own project.
• Manage customer expectations and communicate project status, risks, and mitigation plans clearly and proactively.

• Manage system lifecycle development, change control processes, and risk analysis for enterprise solutions.

• Business Consulting:

• Provide subject matter expertise on NiCE CXone FM, UH, Connector and Text Analytics products during client consultations.

• Conduct business analysis to assess user needs, design tailored solutions and provide industry guidance.

• Regular interaction with client teams to understand pain points, present solutions, and align on progress

• Leadership and Customer Handling:

• Once trained, mentor and lead project teams, sharing expertise and fostering a collaborative environment.

• Develop documentation and processes for emerging digital products from R&D teams.
• Regularly interact with client teams to understand needs, address pain points, and align on deliverables.
• Work closely with SMEs, admins, and business leads; share updates and drive KM adoption.
• Translate technical concepts into business terms; manage expectations and clarify scope.

Have you got what it takes?

• Bachelor's degree in technical (e.g., Computer Science, Information Systems, Electrical Engineering) or business field (e.g., Marketing, MIS) or equivalent work experience.
• 2+ years of professional experience, with 1+ years in digital channels or AI software applications preferred.

• Proven expertise in:

• Technical configuration and if required Scripting for Custom solutions.

• ETL tools, RDBMS knowledge and building SQL queries.
• CRM integrations, APIs, and other ecosystem technologies.

• Best practices for contact center operations and KPIs.

• Familiarity with:

• NPS, Analytics and salesforce, and automation principles.

• Industry trends and emerging technologies in FM and customer engagement.

You will have an advantage if you also have:

• Analytical and inquisitive mindset.
• Team-oriented with strong interpersonal skills.
• Early adopter of innovative technologies.
• Strong sense of accountability and ownership.
• Professional communication, behavior and demeanor.

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: 8869

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.