Senior Professional Services Engineer

March 13

Apply Now

Receive Emails with Similar Jobs

NICE

WebsiteLinkedInAll Job Openings

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

• 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. • 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. • 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. • As a billable and customer-facing role, this position has significant financial impact on Nice CXone.

🎯 Requirements

• 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. • 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. • 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. • 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