Senior Services Engineer

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.

So, what’s the role all about?

The Senior Services Engineer position involves delivering expert technical support for the deployment and installation of NICE products. This role focuses on providing high-level assistance during Day 1 of product implementation, ensuring smooth and efficient operations. The GIS (Global Implementation Support) Team collaborates with approved Business Partners (BPs) and NICE engineers to address “Day 1” support cases. “Day 1” refers to the period between the start of the project and the system's transition into production. This team is dedicated to resolving issues that arise during this critical phase, ensuring a successful and timely launch.

How will you make an impact?

Technical Expertise: Serving as a key resource for resolving complex technical issues related to NICE products, utilizing in-depth knowledge of NICE products and associated technologies.

• Support for Installers and Business Partners: Offering expert support to Business Partners and external installers to facilitate successful product deployments and minimize downtime.

• Collaboration with Internal Teams: Working closely with Level 3 support and Research & Development teams to address and resolve high-level technical challenges, contributing to effective problem resolution.

• Log Analysis and Action Plans: Conducting detailed analysis of logs to identify issues and develop actionable plans to address them, improving the efficiency of problem resolution.

• Communication and Presentation: Participating in meetings with internal and external stakeholders to provide updates on technical issues and action plans, ensuring clear and concise communication.

• Ticket Management: Maintaining and managing support tickets within the ServiceNow system, tracking issue progress, ensuring timely resolutions, and documenting relevant information.

Have you got what it takes?

• Minimum 4+ years of experience in systems engineering or technical delivery and installation, troubleshooting.

• Proven expertise in installing, configuring, and troubleshooting Windows-based environments.

• Proven Level 3 diagnosis experience.

• Experience administering Windows Servers, including local and domain policies, and web servers.

• Strong networking knowledge, including OSI network layers and TCP/IP.

• Skilled in troubleshooting and log analysis.

• Proficient in working with documentation and extracting relevant data.

• Excellent communication and problem-solving skills.

• Proven ability to work effectively in a team environment.

• High orientation towards customer service.

• Ability to quickly learn and adapt to new technologies independently.

• Capability to work under pressure and handle shift and weekend schedules.

You will have an advantage if you also have

• Experience with VoIP/Telephony systems.

• Basic SQL scripting and SQL Server troubleshooting experience.

• Knowledge of NICE Recording and Automation solutions (Engage, NTR, APA) and their integration into customer environments.

• AWS and Azure Cloud certifications.

• Familiarity with network monitoring tools (e.g., Wireshark).

• Basic Linux experience.

What’s in it for you?

Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr!

Enjoy NICE-FLEX!

At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

Requisition ID: 9339
Reporting into: Tech Manager
Role Type: Individual Contributor

About NiCE

NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.