Remote opportunity at
NiCEProfessional Services Engineer
NiCE is a software company whose products are used by more than 25,000 businesses worldwide to improve customer experiences, combat financial crime and support public safety.…
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About This Role
NiCE is a software company whose products are used by more than 25,000 businesses worldwide to improve customer experiences, combat financial crime and support public safety. It reports more than 8,500 employees in over 30 countries and calls itself a leader in AI, cloud and digital technology. This field engineering position supports NiCE Public Safety customers. The engineer is the lead technical contact for installing, upgrading and troubleshooting NiCE systems…
Job Description
NiCE is a software company whose products are used by more than 25,000 businesses worldwide to improve customer experiences, combat financial crime and support public safety. It reports more than 8,500 employees in over 30 countries and calls itself a leader in AI, cloud and digital technology.
This field engineering position supports NiCE Public Safety customers. The engineer is the lead technical contact for installing, upgrading and troubleshooting NiCE systems and bringing them live on customer premises. The work covers installing and configuring NiCE software, hardware, servers and virtualisation platforms, linking them into client networks, PBX, CTI and telephony setups, and running installation test procedures before go-live. The engineer diagnoses faults across hardware, software, networks, databases and telephony, manages expectations and escalations with customers, coordinates with project managers and support colleagues, and produces as-built documentation. The role also includes basic technical training for customer staff and remote help between site visits.
Candidates need at least three years of implementation or field engineering work, including time on customer premises in a vendor, consulting or implementation capacity. Strong knowledge of Windows Server, SQL Server, networking, routing and firewalls is expected, along with experience with SIP, VoIP, SIPREC and CTI/CDR systems. Working familiarity with PowerShell, Wireshark, IIS and Active Directory, plus hands-on hardware and server skills, is needed. Public safety experience is strongly preferred, and Security+, Microsoft, networking or Cisco certifications are an advantage. Travel defines the job: roughly 90 percent of working time, including domestic overnight stays, last-minute trips and out-of-hours work during implementations.
Responsibilities
- Serve as the principal engineering point of contact for installs and go-live
- Set up NiCE applications, hardware, server builds and virtualised platforms
- Tie the systems into client networking, PBX, CTI and phone infrastructure
- Diagnose faults spanning servers, applications, network, database and phone systems
- Run installation test procedures and confirm systems are production-ready
- Keep customers informed, manage their expectations and handle technical escalations
- Produce site documentation, as-built records and knowledge transfer materials
- Deliver basic technical training and remote support between deployments
Requirements
- At least three years of implementation or field engineering experience
- Time spent on customer premises in a vendor, consulting or implementation role
- Working knowledge of telephony, hardware, networking and databases
- Solid grounding in Windows Server and SQL Server administration
- Strong networking, routing and firewall understanding
- Know-how with SIP and VoIP signalling, SIPREC recording, and CTI/CDR feeds
- Working familiarity with PowerShell and Wireshark, plus IIS and Active Directory diagnostics
- Practical experience with server hardware
- Analytical, troubleshooting and customer-facing skills
- Ability to travel about 90 percent of the time, including overnight and short-notice trips
Qualifications
- Public safety experience, strongly preferred
- Credentials such as Security+ or Cisco, or Microsoft and networking qualifications
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
How much travel does the role involve?
The posting puts travel at about 90 percent, covering domestic overnight stays, short-notice trips and out-of-hours work when implementations need it.
How much experience is required?
Three or more years in implementation or field engineering roles, ideally including work at customer premises.
Is public safety experience needed?
It is strongly preferred, but the posting does not list it as a strict requirement.
Does the posting state a salary or work location?
The posting does not state a salary figure or a specific work location.
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