Specialist Professional Services Engineer
HybridPune, Maharashtra, India
Job Summary
Implement and integrate NICE Cxone and WFM solutions on-site or remotely, ensuring proper technical architecture and performance testing. Collaborate with project managers to oversee end-to-end rollouts, design solutions, and document lessons learned for the knowledge base. Engage directly with client teams to understand pain points, present consultative solutions, and align on progress while communicating design flaws and escalating issues as needed. Assist customers with configuration requirements for integration points and provide technical expertise across the entire product suite. Maintain flexibility for after-hours and weekend activities, promoting AI tools to enhance operational efficiency.
Required Qualifications
- Bachelor's degree in technical (e.g., Computer Science, Information Systems, Electrical Engineering) or business field (e.g., Marketing, MIS) or equivalent work experience
- Minimum 8 years' experience with Product implementation & integration
- Experience with Cxone suite, NICE WFM, Engage
- Experience with Advanced Solutions – Recording/Telephony Integrations, MDC, LDAP, SSO, ACD, DB migrations, Disaster Recovery or HA solutions
- Flexibility towards after-hours and weekend activities
- Readiness to work in shift - APAC & EMEA
Desired Qualifications
- Familiarity with: Generative AI models, NLU techniques, and automation principles
- Industry trends and emerging technologies in AI and digital customer engagement
- Analytical and inquisitive mindset
- Team-oriented with strong interpersonal skills
- Early adopter of innovative technologies
- Strong sense of accountability and ownership
- Professional communication, behavior and demeanor
- Microsoft Windows Server Installation and Configuration – IIS
- Red Hat Enterprise Linux or Microsoft certification
- Troubleshooting – Sniffers and various other Network Testing and Analysis tools
- VoIP Experience – Avaya, Cisco, Nortel
- Experience working in a call center technology team
- Cxone, NCIE certifications are preferred
- AWS, Azure, HP, Dell, VMWare, and Citrix certifications are a plus
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