2 months ago
Responsibilities
- Install and integrate NICE CXone and other software solutions on site or remotely according to project methodology, processes, system requirements, and customer needs.
- Configure and integrate NICE solution components and customer integration points, reconciling design issues found during delivery.
- Provide technical expertise, application overviews, technical support, and technical quality control throughout project delivery.
- Conduct systems testing for performance and reliability, report implementation issues, and escalate problems to support teams and management as appropriate.
- Coordinate with implementation teams, project managers, support, R&D, product support, and other departments from project kickoff through handover.
- Engage directly with customers and vendors to understand technical requirements, address pain points, present solutions, and communicate progress.
- Document lessons learned and resolutions in the NICE Knowledge Base.
- Promote AI tools to improve decision-making and operational efficiency across business units.
Requirements
- Bachelor’s degree in a technical or business field, or equivalent work experience.
- At least 8 years of product implementation and integration experience.
- Experience with the NICE CXone suite, NICE WFM, and Engage.
- Experience with recording and telephony integrations, MDC, LDAP, SSO, ACD, database migrations, disaster recovery, or high-availability solutions.
- Familiarity with generative AI models, NLU techniques, automation principles, and trends in AI and digital customer engagement.
- Readiness to work APAC and EMEA shifts.
- Microsoft Windows Server installation and configuration, including IIS, is advantageous.
- Red Hat Enterprise Linux or Microsoft certification is advantageous.
- Troubleshooting experience with sniffers and network testing and analysis tools is advantageous.
- VoIP experience with Avaya, Cisco, or Nortel is advantageous.
- Experience working in a call center technology team is advantageous.
- CXone and NCIE certifications are preferred.
- AWS, Azure, HP, Dell, VMware, and Citrix certifications are a plus.
Benefits
- NICE-FLEX hybrid work model with 2 days in the office and 3 days remote each week.
- Opportunities for learning, growth, and internal career mobility across roles, disciplines, domains, and locations.
- Individual contributor role reporting to a Tech Manager.
- Readiness to work APAC and EMEA shifts, including occasional after-hours and weekend activities.
About NICE
NiCE is transforming the world with AI that puts people first. Our purpose-built AI-powered platforms automate engagements into proactive, safe, intelligent actions, empowering individuals and organizations to innovate and act, from interaction to resolution. Trusted by organizations throughout 150+ countries worldwide, NiCE’s platforms are widely adopted across industries connecting people, systems, and workflows to work smarter at scale, elevating performance across the organization, delivering proven measurable outcomes.