Professional Services Engineer

March 14

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NICE

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NICE is a leading provider of AI-powered customer service automation solutions, transforming contact centers into world-class customer experience centers. Their CXone Mpower platform offers end-to-end automation of customer service workflows, integrating human and AI agents to deliver efficient and personalized customer interactions. NICE's offerings include AI for customer experience, digital and self-service solutions, workforce engagement and management, and complete cloud-based contact center platforms. They are recognized as a leader in the Contact Center as a Service (CCaaS) industry, providing tools for increased operational efficiency, employee engagement, and enhanced customer satisfaction.

Big data capture and analysis • Multi-channel interactions Recording • Financial crime solutions • Customer experience management solutions • Security and public safety solutions

5001 - 10000 employees

Founded 1991

☁️ SaaS

🤖 Artificial Intelligence

📡 Telecommunications

📋 Description

• At NICE, we don’t limit our challenges. We challenge our limits. Always. • The Professional Services Engineer is a customer-facing, billable position chartered with engaging customers in a consultative capacity and providing specialized expertise around NICE products the contact center industry, and other contact center 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 products based on best practices and customer requirements, coordinating inter-departmental activities within NICE, tracking time and status within NICE systems, and other tasks related to the success of his or her engagement. • The Professional Services Engineer is also an organizational leader and is expected to serve as a mentor and coach for junior staff. • This position is responsible for consultative performance in all areas related to NICE 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 center environments.

🎯 Requirements

• BS/BA in technical (e.g., CS/IS/EE) or business (e.g., Marketing/MIS) field or equivalent work experience required. • MBA preferred. • 4+ years of professional experience beyond education requirements above. • Type of experience varies depending on Professional Service Engineers specialization: • Implementation: broad skills in both technology & analysis; experience in communicating at a technical and functional level while managing business rapport. • Business Optimization: deep skills around business analysis/call centers; experience in the KPIs and best practices of call centers and their operations. • Education & Enablement: professional and confident public presence; experience in commanding large audiences as a trainer and/or speaker. • Engineering Services: deep skills in specialized technical & functional areas; deeply technical expertise around software engineering, programming languages, integration, and/or databases. • Desired personal profile: analytical, inquisitive, service & team-oriented, friendly demeanor, early adopter.