NICE Ltd.

Professional Services Engineer

NICE Ltd. • $90K — $110K *
US-AnywhereRemote in United States
Technical Services
Less than 5 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 2-3 years of hands-on experience with enterprise application installation, configuration, and upgrades (NICE products preferred).
  • Proficient in Microsoft Windows Server administration.
  • Understanding of networking concepts (LAN/WAN, firewalls, routing, etc.).
  • Experience with SQL database administration and scripting.
  • Strong troubleshooting abilities with a focus on log analysis and root cause identification.

Responsibilities

  • Install, configure, upgrade, and deploy NICE products at customer locations.
  • Apply hotfixes and updates following NICE best practices.
  • Participate in commissioning, testing, and certification during project delivery.
  • Troubleshoot and resolve technical issues from installations.
  • Draft and explain implementation and upgrade plans to stakeholders.

Benefits

  • Participation in training programs and knowledge sharing.
  • Opportunity to work on varied NICE-related projects.
  • Flexibility with shift work and off-hours requirements.
  • Professional growth through knowledge collaboration with team members.
Full Job Description
The Professional Services Engineer (PSE) is responsible for installing, deploying, upgrading, and maintaining NICE products and platforms at customer sites. This includes applying hotfixes, participating in commissioning, testing, and certification, as well as troubleshooting and resolving issues encountered during or after installation. The PSE works closely with customers, system engineers, and internal teams to ensure seamless integration, high system availability, and optimal performance.

Roles and Responsibilities
  • Install, configure, upgrade, and deploy NICE products and platforms at customer sites.
  • Apply hotfixes, service packs, and other product updates in alignment with NICE best practices.
  • Participate in commissioning, testing, and certification activities during project delivery.
  • Troubleshoot and resolve technical issues related to installation, configuration, or upgrade activities.
  • Draft implementation and upgrade plans, outline pre-check and post-check steps, and clearly explain them to customers and stakeholders.
  • Collaborate directly with the client's System Engineers to support NICE infrastructure across global sites.
  • Maintain detailed site documentation, system specifications, and configuration records.
  • Perform MAC (Move/Add/Change) activities and system maintenance as needed.
  • Assist with NICE-related projects and change management activities.
  • Create, track, and remediate cases according to severity and SLA requirements.
  • Coordinate with suppliers and third-party representatives for integrated solutions.
  • Provide technical guidance to customer administrators on configuration, administration, and user management.
  • Manage customer relationships and expectations with clear, proactive communication.
  • Participate in training programs, knowledge sharing, and special projects.
  • Perform other related duties as assigned.


Requirements
  • Minimum 2-3 years of hands-on experience in:
    • Installation, configuration, and upgrades of enterprise applications (NICE product experience preferred).
    • Microsoft Windows Server administration.
    • Networking concepts (LAN/WAN, firewalls, load balancers, DNS, routing, etc.).
    • SQL database administration and scripting (queries, stored procedures, and troubleshooting).
  • Strong troubleshooting skills, including log analysis and root cause identification.
  • Experience with VoIP, CTI, and telephony systems (Avaya, Cisco, Genesys, etc.) is an advantage.
  • Familiarity with PBX, ACD, and CTI integrations is preferred.
  • Relevant certifications (MCSE, MCP, networking, database, or telephony) are a plus.
  • Ability to work effectively in medium to large teams and collaborate with cross-functional stakeholders.

Customer Communication Skills
  • High customer service orientation with strong verbal and written communication skills.
  • Ability to handle conflicts professionally and drive resolution.
  • Represents NICE professionally in all customer interactions.

Work Style
  • Self-motivated, accountable, and capable of working independently.
  • Flexible to work in shifts and outside standard business hours as required.
  • Adapts well to changing environments and priorities.
  • Shares knowledge proactively and collaborates effectively with team members.


About NICE Ltd.

NICE Ltd. is an Israel-based company, specializing in telephone voice recording, data security, surveillance, and Robotic Process Automation as well as systems that analyze recorded data. The company serves various industries, such as financial services, telecommunications, healthcare, outsourcers, retail, media, travel, service providers, and utilities. The primary listing of the company's shares is on the Tel Aviv Stock Exchange; where it is part of the TA-35 Index. Barak Eilam became CEO in April 2014, replacing Zeevi Bregman. Eilam previously headed the company's Americas division. As of November, 2020 the company had ~6,800 employees. NICE was founded in 1986 as Neptune Intelligence Computer Engineering by 7 Israeli former army colleagues. The company initially focused on developing technology for security and defense applications, but soon refocused their efforts on civilian applications, mainly for contact center, financial services and business intelligence markets.
Learn more about NICE Ltd.
Size
7,102 employees
Market Cap
$12.3 billion
Industry
Enterprise Technology
Net Income
$196.6 million
Founded
2000
5 Year Trend
+13.6%
Revenue
$1.6 billion
NASDAQ
NICE
* Ladders Estimates

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