Implementation Engineer

So, what’s the role all about?
Implementation Engineers collaborate with both new and existing clients to implement NICE products, acting as experts in configuring the client's NICE portal. They take primary responsibility for setting up and implementing technical systems and applications, utilizing various configuration tools within the NICE platform.

The Implementation Engineering team works closely with the Engagement Managers and Implementation Consultants to implement and configure the client’s portal. They are also responsible for troubleshooting issues during the implementation phase and assisting with User Acceptance Testing (UAT). Each Implementation Engineer manages multiple customer engagements simultaneously.

Additionally, Implementation Engineers serve as lead resources on various projects focused on improving configuration and implementation processes. This includes documenting configuration steps and developing process plans for implementing specific products or features. They may also provide feedback to the Product Management team to support product enhancements.

This role does not have supervisory responsibilities and reports to the Manager of Implementation Engineering.

How will you make an impact?

• Collaborate with clients and NICE teams to configure features and products for both new and existing clients.
• Adhere to established project deadlines to ensure timely delivery.
• Assist customers in maximizing the value of their investment in the NICE platform.
• Continuously seek opportunities to enhance value and reduce time to value during the implementation phase.
• Maintain comprehensive knowledge of NICE products, components, and services.
• Ensure involvement of cross-functional resources, such as Quality Assurance, throughout the implementation and support phases, including pre- and post-implementation.
• Work with other NICE teams to improve processes and design more efficient configurations for client portals.
• Provide clear and transparent project status updates.
• Demonstrate strong attention to detail
• Develop innovative solutions to complex problems, resulting in high levels of customer satisfaction.

Have you got what it takes?

• BA/BS degree or equivalent work experience. Technical degrees and/or coursework a plus
• At least 5 years experience in customer-facing roles
• At least 3 years hands on experience configuring CCaaS environments.
• Experience in CXone Mpower is an added advantage
• Strong technical acumen with ability to communicate complicated topics to a non-technical audience
• Strong interpersonal skills and the ability to interact across teams with business and technical resources
• Excellent written and verbal communication skills
• Implementation or Technical Support experience
• Industry experience in contact center implementations
• Proficiency with Confluence, JIRA, and Salesforce
• Excellent written and spoken English is essential
• Knowledge of any scripting language is an added advantage like Shell, Perl, JavaScript

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.

This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.​

Requisition ID: 9805
Reporting into:
Role Type: Individual Contributor

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.