Professional Services Engineer

Greenhouse Software, Inc.; Northern (KY); Hybrid; USD 85,000 - 125,000; Full time

Benefits offered by this job

Career growth

Competitive compensation

Employee events

Job summary

NiCE Ltd. (NASDAQ: NICE) is seeking a Professional Services Engineer (PSE) to install, deploy, upgrade, and maintain NICE products at customer sites worldwide.

The role focuses on successful project delivery, configuration, testing, and knowledge transfer, ensuring high availability and optimal performance. You will work with customers, system engineers, and internal teams to draft plans, perform MAC activities, troubleshoot issues, and document configurations.

Qualifications

• 2–3 years of hands-on experience in installation, configuration, and upgrades of enterprise applications (NICE product experience preferred).
• Microsoft Windows Server administration.
• SQL database administration and scripting (queries, stored procedures, and troubleshooting).
• Strong troubleshooting skills, including log analysis and root cause identification.

Responsibilities

• Install, configure, upgrade, and deploy NICE products at customer sites.
• Apply hotfixes and updates per NICE best practices.
• Participate in commissioning, testing, and certification activities during project delivery.
• Troubleshoot and resolve issues related to installation, configuration, or upgrade activities.
• Draft implementation and upgrade plans with pre/post-check steps for customers.
• Collaborate with client System Engineers to support NICE infrastructure globally.
• Maintain site documentation and configuration records.
• Coordinate with suppliers and third-party representatives for integrated solutions.
• Provide guidance to customer administrators on configuration and user management.
• Manage customer relationships with proactive communication.

Skills

Windows Server

SQL scripting

Troubleshooting

VoIP/CTI

Enterprise apps

Certifications

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 Professional Services Engineer (PSE) is responsible for installing, deploying, upgrading, and maintaining NICE products and platforms at customer sites. This includes applying hotfixes, participating in commissioning, testing, and certification, as well as troubleshooting and resolving issues encountered during or after installation. The PSE works closely with customers, system engineers, and internal teams to ensure seamless integration, high system availability, and optimal performance.

Roles and Responsibilities

• Install, configure, upgrade, and deploy NICE products and platforms at customer sites.
• Apply hotfixes, service packs, and other product updates in alignment with 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.

Requirements

• Minimum 2–3 years of hands-on experience in:
• Installation, configuration, and upgrades of enterprise applications (NICE product experience preferred).
• Microsoft Windows Server administration.
• SQL database administration and scripting (queries, stored procedures, and troubleshooting).
• Strong troubleshooting skills, including log analysis and root cause identification.
• Experience with VoIP, CTI, and telephony systems (Avaya, Cisco, Genesys, etc.) is an advantage.
• Familiarity with PBX, ACD, and CTI integrations is preferred.
• Relevant certifications (MCSE, MCP, networking, database, or telephony) are a plus.
• Ability to work effectively in medium to large teams and collaborate with cross-functional stakeholders.

Customer Communication Skills

• High customer service orientation with strong verbal and written communication skills.
• Ability to handle conflicts professionally and drive resolution.
• Represents NICE professionally in all customer interactions.

Work Style

• Self-motivated, accountable, and capable of working independently.
• Flexible to work in shifts and outside standard business hours as required.
• Adapts well to changing environments and priorities.
• Shares knowledge proactively and collaborates effectively with team members.

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 crimeand ensure public safety.Every day, NiCE software managesmore than120 million customer interactions and monitors3+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.

• Meaningful professional challenges
• Hands‑on work with AI and AI skill development
• Career growth and development
• Compensation and benefits
• Employee events and social culture
• Supportive, people‑centric managers
• Long‑term job stability
• Global company with enterprise customers worldwide
• Volunteering and community involvement

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in NICE’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service‑connected disability.

A "recently separated veteran" means any veteran during the three‑year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.