Customer-Facing Deployment Engineer

NiCE; United States; On-site; USD 90,000 - 120,000; Full time

Job summary

NiCE is seeking a Professional Services Engineer to install, deploy, upgrade, and maintain NICE products at customer sites. You will work closely with customers, system engineers, and internal teams to ensure seamless integration, high system availability, and optimal performance.

The role requires hands-on Windows Server administration, networking, and SQL skills, plus strong troubleshooting and customer communication.

Qualifications

• 2–3 years of hands-on experience installing, configuring, and upgrading enterprise applications (NICE product experience preferred).
• Microsoft Windows Server administration.
• Networking concepts (LAN/WAN, firewalls, load balancers, DNS, routing).
• SQL database administration and scripting (queries, stored procedures, and troubleshooting).
• Strong troubleshooting, including log analysis and root cause identification.
• Experience with VoIP, CTI, and telephony systems (Avaya, Cisco, Genesys) is an advantage.
• Relevant certifications (MCSE, MCP, networking, database, or telephony) are a plus.
• Ability to work effectively in medium to large teams with cross-functional stakeholders.

Responsibilities

• Install, configure, upgrade, and deploy NICE products and platforms at customer sites.
• Apply hotfixes, service packs, and other product updates per NICE best practices.
• Participate in commissioning, testing, and certification activities during project delivery.
• Troubleshoot and resolve technical issues related to installation, configuration, or upgrade activities.
• Draft implementation and upgrade plans, outline pre-check and post-check steps, and clearly explain them to customers and stakeholders.
• Collaborate directly with the client’s System Engineers to support NICE infrastructure across global sites.
• Maintain detailed site documentation, system specifications, and configuration records.
• Perform MAC (Move/Add/Change) activities and system maintenance as needed.
• Assist with NICE-related projects and change management activities.
• Create, track, and remediate cases according to severity and SLA requirements.
• Coordinate with suppliers and third-party representatives for integrated solutions.
• Provide technical guidance to customer administrators on configuration, administration, and user management.
• Manage customer relationships and expectations with clear, proactive communication.
• Participate in training programs, knowledge sharing, and special projects.
• Perform other related duties as assigned.

Skills

Windows Server

Networking

SQL scripting

Troubleshooting

VoIP/CTI

Certifications

Team collaboration

Customer communication

Tools

Avaya

Cisco

Genesys

Job description

NiCE is seeking a Professional Services Engineer to install, deploy, upgrade, and maintain NICE products at customer sites. You will work closely with customers, system engineers, and internal teams to ensure seamless integration, high system availability, and optimal performance.

The role requires hands-on Windows Server administration, networking, and SQL skills, plus strong troubleshooting and customer communication.