At NICE, we don't limit our challenges. We challenge our limits. Constantly. We're relentless. We're ambitious. And we make an impact. Our NICErs bring their A game and spend each day turning it into an A+. And if you're like us, we can offer you the kind of challenge that will light a fire within you.With NICE (Nasdaq: NICE), it's never been easier for organizations of all sizes around the globe to create extraordinary customer experiences while meeting key business metrics. Featuring the world's #1 cloud native customer experience platform, CXone, NICE is a worldwide leader in AI-powered self-service and agent-assisted CX software for the contact center – and beyond. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, partner with NICE to transform - and elevate - every customer interaction. Main Responsibilities and Deliverables:To validate technology solutions from Pre-Sales and deliver plans to successfully implement them & support (post implementation) for the customer.Roles and Responsibilities: The successful installation of a customer solution.Travel to remote sites for Installation, commissioning, upgrades and go-live cut-oversRemote installation of NICE application softwareReview orders for technical accuracyObtain software and review relevant documentation prior to visiting customer sites.Assist the Project Manager and customer in verifying the customer site prerequisites are complete and site is ready for installation.Installations include: Setting up the hardware (Racking)Configuring Servers (COTS and NICE). Build Virtualization PlatformInstallation of H/W (boards, NIC Cards, etc.)Loading the necessary software on the equipment.Windows components update and service packs.Anti-virus and security software.Telephony integration software.NICE recording and monitoring solutions applicationsConnecting the equipment to the customer's network.Integrating with the customer's telephony environment:Install Computer telephony software.Cable taps (troubleshooting with customer involvement).Perform implementation of software and hardware solutions, integrating with the customer's network, PBX, and CTI equipment.Troubleshoot and resolve technical issues as they occur. Maintain ownership of issues that are escalated by working together with support personnel locally & globally in various timezones. During each phase the Implementation Engineer is expected to: manage the customer relationship and expectations, communicate effectively, and troubleshoot and resolve technical issuesProvide both Customer Sensitive and Internal NICE Status updates throughout the implementations in coordination with the project manager.Document action items remaining for both NICE and the Customer. Communicate effectively, troubleshoot and resolve technical issues utilizing documentation, Knowledge base and peers.Complete detailed site documentation and as built at conclusion of installation. Documentation is handed off to support for customer maintenance and support.Complete all Installation Test Procedures (ITP) of all products prior to going into production.Provide/upload all completed and signed ITP's, Site Docs, and As-builts to PM at completion of project.Provide basic system administration training to technical users.Train personnel on technical aspect of NICE solutions/Knowledge Sharing.Add Learned Lessons to Knowledgebase and share with team.Remotely solve issues for various customers.Manage Time Reporting on daily basis and advising management of overtime hours for approvalUpdate ticketing system with accurate information and close out "cases" in a timely manner.Must have the availability for extensive travel on a short notice basis and to work outside of a regular 8 hour ("8-5") work day.Working holidays, nights and weekends occur on a regular basis. Support Post Implementation Phase Engineer is expected to: manage the customer relationship and expectations, communicate effectively, and troubleshoot and resolve technical issuesProvide both Customer Sensitive and Internal NICE Status updates throughout phase of open ticket/issue in coordination with the support managerDocument action items remaining for both NICE and the Customer. Communicate effectively, troubleshoot and resolve technical issues utilizing documentation, knowledge base and peersEscalate to T3Work with T3 & R&D to resolve issues in various global timezonesProvide T3 & R&D with testing, providing logs, site informationOther roles and responsibilities may be assigned on an as needed basisMust have the availability for extensive travel on a short notice basis and to work outside of a regular 8 hour ("8-5") work day.Working holidays, nights and weekends occur on a regular basis. Qualifications / Education: B.Sc in Computer Science, Electrical Engineering, or related field, and / or practical relevant experience or knowledgeExperience in NICE Platform and solutions offerings preferableStrong Client facing and interpersonal skillsDomain Expertise in relevant business operationsWell-developed documentation, presentation and communication skills Professional Capabilities: Developing Expertise in role, becoming familiar with at least one NICE productDirected in several aspects of work. Relies on more experienced team members and mentoring, seeks professional guidanceProvides Input to writing scope statementsInteracts with Customers and NICE project teams to deliver project objectivesReviews SOWs and provides feedback on Project scope, deliverables, assumptions, and effort estimatesDevelops complex project design / architecture deliverables for the projectActs as technical owner of project and a single point of contact for Customer technical teams.Regarded as a Subject Matter Expert in many productsPerforms project scope definition, Work Breakdown Structure (WBS) creation, define deliverables and effort estimates.Assists Project Manager in developing project plansAssists in pre-sales phase by the way of Customer meetings and input to SOWsReviews and critiques Technical DeliverablesMeasures Technical performance of the projectIdentifies challenges and strategizes solutionsAdvises on project plans, scoping documents and other required project documentationDefines standards for project deliverablesReviews and integrates new products / architecture requirements into standardsDemonstrates NICE product expertise with authority in senior client setting. Can be relied on to be a trusted advisor on complicated implementation projectsActs as back up for team lead/manager as required Personal Leadership: Collaborates with team members to achieve resultsActively engages others in work processes to expand and broaden professional domain knowledgeInfluences others to achieve professional advancementEffectively manages complexity and change in his/her professional domainInfluences within and across domains to promote the professional domainExpands system knowledge and capabilities Business Impact: Follows pre-allocated task and processes, may contribute to definitionsLeads the design effort on a variety of NICE projectsFocal point for customers and NICE groupsHolds full domain responsibilityDisplays conceptual thinking and professional discretion in domainApplies independent judgmentApplies ongoing professional discretionProblem solves in new settingsProactively seeks for improvement within and across domainMust be able to act as a point of escalationDrives decision making to promote the business within and across domainsProactively seeks for synergies that contribute to overall company businessTakes broad external and internal perspectives into accountBecomes involved in hiring processes, project resourcing, training, etc.Acts as back up for team leads / managers as required #LI-Hybrid