Implementation Engineer

NiCE; United States; On-site; USD 90,000 - 125,000; Full time

Job summary

NiCE is seeking an Implementation Engineer to engage customers in a consultative capacity, delivering specialized expertise around NiCE products within the contact center ecosystem. The role blends technical configuration, data modeling, and business analysis to ensure successful deployments and customer satisfaction.

You will lead end-to-end project lifecycle activities, supervise junior staff, and coordinate with multiple NiCE departments to align technical solutions with client needs.

Qualifications

• 5+ years of professional experience in implementation engineering or a closely related role.
• Ability to manage customer expectations and communicate technical concepts to business stakeholders.
• Experience in coordinating cross-functional teams and leading junior staff.

Responsibilities

• Provide technical configuration and programming as required.
• Perform data and object modeling in various app and database environments.
• Design and enhance databases, oversee changes to existing applications.
• Provide technical architecture leadership across projects.
• Mentor junior staff and coach team members.

Skills

Project management

Technical configuration

Business analysis

Client communication

Mentoring

Education

BS/BA in CS/IS/EE or related field

MBA preferred

Job description

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.

The Implementation Engineer is a customer-facing, billable position chartered with engaging customers in a consultative capacity and providing specialized expertise around NiCE products the contact center industry, and other contact center ecosystem topics including CRM, telecommunications infrastructure, analytics, social media, and others.

This position, depending on the types of projects onto which he or she is deployed, will be responsible for both technical and business tasks including managing customer expectations and satisfaction, configuring NiCE products based on best practices and customer requirements, coordinating inter-departmental activities within NiCE, tracking time and status within NiCE systems, and other tasks related to the success of his or her engagement.

The Implementation Engineer is also an organizational leader and is expected to serve as a mentor and coach for junior staff.

This position is responsible for consultative 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 Implementation Engineer, a Typical Day Might Include the Following:

TECHNICAL

• Provide technical configuration and, in some cases, 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 expertise and currency in industry leading contact center technologies.

PROJECT

• Serve in a project manager capacity via management of end to end system life cycle development of small to large-scale projects.
• Provide 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 with the development of client information management standards and evaluation of technology trends.
• Contribute to business area assessment, user needs analysis and business systems design.

SUPERVISORY

• Supervise during project life cycle any junior level client staff, or any sub-contracted personnel assigned to your project team.

To Land This Gig You'll Need:

• BS/BA in technical (e.g., CS/IS/EE) or business (e.g., Marketing/MIS) field or equivalent work experience required.
• MBA preferred.
• 5+ 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.

Bonus Experience:

• Prior consulting experience.

About NiCE

NICELtd. (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.