Professional Services Engineer
The Professional Services Engineer is a blended role combining the skills of a project manager with the management responsibilities of an account/partner manager. This position is primarily a partner-facing, billable position chartered with owning the relationship between NICE and our Certified Implementation Partners (CIPs). Professional Services Engineers engage CIPs in a support capacity and provide specialized expertise around NICE products, the contact center industry, and other contact center ecosystem topics including CRM, telecommunications infrastructure, analytics, integrations, ACD, WFM/QM and others.
The Professional Services Engineer functions in a project management facet to multiple assigned groups of CIPs, with an overall goal to make them an extension of NICE's internal Professional Services department. PPM's are responsible for both technical and business tasks including managing partner relationships, forecasts, program/process automation/development, technical product support, and implementation delivery. The Professional Services Engineer oversees the configuration of NICE products, based on best practices and customer requirements, coordinate inter-departmental activities within NICE, forecast delivery of projects by quarter, track time and status within NICE systems, act as the escalation point for project risks/customer concerns, and other tasks related to the success of his or her engagement. This position is also a partner leader and is expected to serve as a mentor and coach for partner leadership, project and implementation managers.
This position is responsible for the performance in all areas related to NICE solutions provisioning, implementation, and deployment of technical and business solutions to clients. The customer base consists of public and private sector agencies and businesses employing diverse information management and contact center environments.
As a Professional Services Engineer, a Typical Day Might Include the Following:
TECHNICAL
- Provide Level 2 technical support guidance to partners, internal junior team members and nontechnical account managers
- Provide process, data and object modeling in a variety of application and database environments
- Perform quality audits on partner implementations
- Provide forecast updates to quarterly implementation commitments
- Provide assessment of database design, development, and enhancement, as well as management and coordination of changes to existing applications
- Provide insight to technical architecture leadership, analysis, design, development, and enhancement
- Maintain senior-level expertise in industry leading contact center technologies
- Coordination of Subject Matter and Product Experts to confirm configuration issues and or platform limitations
PROJECT
- Serve in a project manager capacity via management of end to end system life cycle development of small to large-scale projects
- Provide consultative support for best practices regarding solution design and configuration
- Project tracking via NICE systems and processes
- Act as point of escalation for implementation, technical, customer or project related concerns
- Ability to work in a fast-paced environment overseeing the deployment of up to 40 continuous projects
BUSINESS
- Conduct weekly meetings with partner leadership to cover issues, risks and project status
- Conduct quarterly business reviews with CIP leadership to go over actual performance and create action plans when needed
- Stakeholder and project sponsor of internal program and process changes
- Assist with quarterly forecasts and provide status updates to upper level management and sales teams on a continual basis
- Provide feedback and assist with the creation of partner program features, presentations, and internal evangelizing
- Present a professional image in conduct, attitude and attire
PROGRAM MANAGEMENT
- Oversee multiple teams of CIPs, consisting of senior leadership, project managers, implementation managers and platform engineers
- Provide leadership to individuals on team(s) through coaching, feedback, QA audits, quarterly business reviews, and performance improvement plans
- Prioritize, assign and manage department activities and projects in accordance with the department's goals and objectives
- Responsible for onboarding both new CIPs and their Implementation Managers, including organizing of training and certification.
Education Requirements:
- BS/BA in technical (e.g., CS/IS/EE) or business (e.g., Marketing/MIS) field or equivalent work experience required. MBA preferred.
Experience Requirements:
- The ability to perform in a cross functional role blending account management, business acumen and product specific technical skills.
- 6+ years of professional experience beyond education requirements above.
- Experience with managing external partnerships and coordinating with internal departments.
- 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.
- Desired personal profile: analytical, inquisitive, service & team-oriented, friendly demeanor, early adopter. Experience
Preferred:
- Prior account management
- Project Management
- Relationship management
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.
