Professional Services Engineer

So, what s the role all about

Feedback Management

How will you make an impact

• Technical Implementation:




• Lead the end-to-end implementation and deployment of Feedback Management, Salesforce Connector and Text Analytics solutions for enterprise clients.


• Provide technical consultation and support during implementation phases, including data migration, custom scripting (Python), and API integrations.


• Translate business requirements into technical configurations using best practices and product capabilities.


• Conduct detailed solution design, system configuration, integration, and testing.


• Partner with cross-functional teams (Product, Engineering, Support, CSMs) to ensure successful delivery and handoff.


• Develop and maintain implementation documentation, including architecture diagrams, configuration guides, and SOPs.


• Deliver product training and enablement to clients and internal stakeholders.


• Continuously contribute to the enhancement of delivery methodologies and reusable assets.




• Project Management:




• Collaborate with Project Managers to design and oversee end-to-end project rollouts.


• At times act as the Project Manager for your own project.


• Manage customer expectations and communicate project status, risks, and mitigation plans clearly and proactively.


• Manage system lifecycle development, change control processes, and risk analysis for enterprise solutions.




• Business Consulting:




• Provide subject matter expertise on NiCE CXone FM, UH, Connector and Text Analytics products during client consultations.


• Conduct business analysis to assess user needs, design tailored solutions and provide industry guidance.

• Regular interaction with client teams to understand pain points, present solutions, and align on progress

• Leadership and Customer Handling:




• Once trained, mentor and lead project teams, sharing expertise and fostering a collaborative environment.


• Develop documentation and processes for emerging digital products from R&D teams.


• Regularly interact with client teams to understand needs, address pain points, and align on deliverables.


• Work closely with SMEs, admins, and business leads; share updates and drive KM adoption.


• Translate technical concepts into business terms; manage expectations and clarify scope.

Have you got what it takes

• Bachelor s degree in technical (e. g. , Computer Science, Information Systems, Electrical Engineering) or business field (e. g. , Marketing, MIS) or equivalent work experience.


• 2+ years of professional experience, with 1+ years in digital channels or AI software applications preferred.


• Proven expertise in:




• Technical configuration and if required Scripting for Custom solutions.


• ETL tools, RDBMS knowledge and building SQL queries.


• CRM integrations, APIs, and other ecosystem technologies.


• Best practices for contact center operations and KPIs.




• Familiarity with:




• NPS, Analytics and salesforce, and automation principles.


• Industry trends and emerging technologies in FM and customer engagement.

You will have an advantage if you also have:

• Analytical and inquisitive mindset.


• Team-oriented with strong interpersonal skills.


• Early adopter of innovative technologies.


• Strong sense of accountability and ownership.


• Professional communication, behavior and demeanor.

What s in it for you

Join an ever-growing, market disrupting, global company where the teams comprised of the best of the best work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NiCE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NiCEr!

Requisition ID: 8869