Implementation Engineer

About the role

As a customer-facing, billable Implementation Engineer, you’ll engage clients in a consultative capacity, providing specialized expertise around NiCE products, the contact-center industry, and related ecosystem topics—CRM, telecommunications infrastructure, analytics, social media, and more.

Depending on the project, you’ll handle both technical and business tasks: managing customer expectations and satisfaction, configuring NiCE products based on best practices and requirements, coordinating inter-departmental activities, tracking time and status in NiCE systems, and ensuring the success of each engagement. You’ll also serve as a mentor and coach for junior staff.

The role demands consultative excellence in provisioning, implementing, and deploying NiCE solutions for public- and private-sector clients with diverse information-management and contact-center environments.

Responsibilities

• Technical
  • Provide technical configuration and, when needed, programming.
  • Deliver process, data, and object modeling across application and database environments.
  • Design, develop, and enhance databases; manage and coordinate changes to existing applications.
  • Offer technical architecture leadership, analysis, design, development, and enhancement.
  • Maintain expertise in industry-leading contact-center technologies.
• Project
  • Act as project manager, overseeing end-to-end system lifecycle development for small to large-scale projects.
  • Perform business analysis, business-area assessment, user-needs analysis, and business-systems design for major projects.
• Business
  • Present a professional image in conduct, attitude, and attire.
  • Assist in developing client information-management standards and evaluating technology trends.
  • Contribute to business-area assessment, user-needs analysis, and business-systems design.
• Supervisory
  • Supervise junior client staff or sub-contracted personnel assigned to your project team throughout the project lifecycle.

Requirements

• BS/BA in a technical (e.g., Computer Science, Information Systems, Electrical Engineering) or business (e.g., Marketing, MIS) field, or equivalent work experience; MBA preferred.
• 5+ years of professional experience beyond the above education requirements.
• Experience varies by specialization:
  • Implementation: broad skills in both technology and analysis; ability to communicate at technical and functional levels while maintaining business rapport.
  • Business Optimization: deep expertise in business analysis and call centers; familiarity with KPIs and best practices of call-center operations.
  • Education & Enablement: professional, confident public presence; experience commanding large audiences as a trainer or speaker.
  • Engineering Services: deep technical and functional expertise in software engineering, programming languages, integration, and/or databases.
• Desired personal profile: analytical, inquisitive, service- and team-oriented, friendly demeanor, early adopter.
• Bonus: prior consulting experience.

About NiCE

NiCE Ltd. (NASDAQ: NICE) software powers 25,000+ global businesses—including 85 of the Fortune 100—to deliver extraordinary customer experiences, fight financial crime, and ensure public safety. Every day, NiCE software manages over 120 million customer interactions and monitors 3+ billion financial transactions. Recognized as an innovation leader in AI, cloud, and digital, NiCE is the market leader in its domains, with 8,500+ employees across 30+ countries.