Senior Professional Services Engineer - Remote

Overview

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 products in the contact center industry, and other contact center ecosystem topics including CRM, telecommunications infrastructure, analytics, social media, and others.

In Short

• Provide Staff-level technical configuration and programming as required.
• Provide process, data and object modeling 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 Staff-level expertise and currency in industry leading contact center 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.
• Conduct comprehensive cost/benefit analysis and prepare business cases for projects.
• Supervise during project life cycle any junior level client staff, or any sub-contracted personnel assigned to your project team.

Requirements

• BS/BA in technical (e.g., CS/IS/EE) or business (e.g., Marketing/MIS) field or equivalent work experience required.
• MBA preferred.
• 7+ years of professional experience beyond education requirements above.
• Type of experience varies depending on Professional Service Engineers specialization.
• Implementation: broad skills in both technology & analysis; experience in communicating at a technical and functional level while managing business rapport.
• Business Optimization: deep skills around business analysis/call centers; experience in the KPIs and best practices of call centers and their operations.
• Education & Enablement: professional and confident public presence; experience in commanding large audiences as a trainer and/or speaker.
• Engineering Services: deep skills in specialized technical & functional areas; deeply technical expertise around software engineering, programming languages, integration, and/or databases.
• Desired personal profile: analytical, inquisitive, service & team-oriented, friendly demeanor, early adopter.

Benefits

• Prior consulting experience is a bonus.