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Senior Implementation Engineer

April 30, 2026

<div class="content-intro">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.</div>What’s this role all about? As a Professional Services Engineer supporting NICE Public Safety customers, you’ll be the primary technical lead responsible for installing and bringing complex solutions live in real-world environments. This is a hands-on, field-facing role where you’ll travel to customer sites (and also support remotely) to install, commission, upgrade, and cut over systems, making sure each deployment is stable, secure, and ready for production. You’ll work across servers, networking, databases, and telephony, configuring hardware and virtualization platforms, installing Windows components and NICE applications, integrating with customer networks and PBX/CTI environments, and completing detailed Installation Test Procedures before go-live. Along the way, you’ll own troubleshooting and escalations, communicate clearly with customers and project managers, and finish each project with strong documentation, as-builts, and knowledge sharing that sets support teams up for long-term success Job Requirements: Roles and Responsibilities: <ul> <li>The primary technical resource responsible for the successful installation of a customer solution. </li> <li>Travel to remote sites for Installation, commissioning, upgrades and go-live cut-overs</li> <li>Remote installation of NICE application software</li> <li>Review orders for technical accuracy</li> <li>Obtain software and review relevant documentation prior to visiting customer sites.</li> <li>Assist the Project Manager and customer in verifying the customer site prerequisites are complete and site is ready for installation.</li> </ul> Installation includes: <ul> <li>Configuring Servers (COTS and NICE). Build Virtualization Platform</li> <ul> <li> Installation of H/W (boards, NIC Cards, Memory, etc.)</li> </ul> <li>Loading the necessary software on the equipment.</li> <ul> <li>Windows components update and service packs.</li> <li>Anti-virus and security software.</li> <li>Telephony integration software.</li> <li>NICE recording and monitoring solutions applications</li> </ul> <li>Connecting the equipment to the customer's network.</li> <li>Integrating with the customer’s telephony environment:</li> <ul> <li>Computer telephony software.</li> <li>Cable taps (troubleshooting with customer Involvement only).</li> </ul> <li>Perform implementation of software and hardware solutions, integrating with the customer’s network, PBX, and CTI equipment.</li> <li>Troubleshoot and resolve technical issues as they occur. Maintain ownership of issues that are escalated by working together with support personnel.</li> <li>During each phase the Implementation Engineer is expected to:</li> <li>The IE is expected to manage the customer relationship and expectations, communicate effectively, and troubleshoot and resolve technical issues</li> <li>Provide both Customer Sensitive and Internal NICE</li> <li>Status updates throughout the implementations in</li> <li>Coordination with the project manager. </li> <li>Document action items remaining for both NICE and the</li> <li>Customer. Communicate effectively, troubleshoot and</li> <li>Resolve technical issues utilizing documentation,</li> <li>Knowledge base and peers.</li> <li>Complete detailed site documentation and as built at conclusion of installation. Documentation is handed off to support for customer maintenance and support.</li> <li>Complete all Installation Test Procedures (ITP) of all products prior to going into production.</li> <li>Provide all completed and signed ITP’s, Site Docs, and As-builts to PM at completion of project.</li> <li>Provide basic system administration training to technical users.</li> <li>Train personnel on technical aspect of NICE solutions/Knowledge Sharing.</li> <li>Add Learned Lessons to Knowledgebase and share with team.</li> <li>Remotely solve issues for various customers.</li> <li>Manage Time Reporting on daily basis and advising management of overtime hours for approval</li> <li>Update ticketing system with accurate information and close out “cases” in a timely manner.</li> <li>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.</li> <li>Other roles and responsibilities may be assigned on an as needed basis</li> </ul> Education: <ul> <li>3 – 5 years field experience</li> <li>AS/BS in Computer Science, Electrical Engineering or related technical degree preferred or demonstrable extended experience of 10 years or apprentice in the telephony environment.</li> <li>Security + certification</li> <li>Certification A+ preferred</li> <li>Network Certification preferred</li> <li>H.P. Certification preferred</li> <li>MCSE Certification preferred</li> <li>Microsoft Certification Professional (MCP) preferred</li> <li>MSSQL and MySQL knowledge</li> <li>Certification in Cisco, Citrix and Telephony replayed products welcomed.</li> <li>Public Safety experience strongly preferred</li> </ul> Skills: <ul> <li>Excellent Verbal and written communications skills</li> <li>Exceptional customer service orientation and abilities especially in high pressure situations.</li> <li>Excellent follow-up and reporting ability (Customer reports, overtime billing etc.)</li> <li>Willingness to learn new technology and the corresponding upgrades and changes</li> <li>Excellent analytical and problem solving skills.</li> <li>Microsoft Word, Excel and Visio skills required.</li> <li>Windows Server 2008, 2012, 2016 and 2019</li> <li>MS SQL Server 2008, 2012, 2014, 2016, 2017</li> <li>MySQL</li> <li>Strong Networking and routing skills</li> <li>Firewalls</li> <li>XML and JSON</li> <li>MS Powershell scripting</li> <li>Wireshark</li> <li>IIS</li> <li>Active Directory/SSO</li> <li>SQL Encryption</li> <li>Data encryption with certificates</li> <li>MS IIS</li> <li>Serial RS-232 configuration and troubleshooting</li> <li>Audio CODEC understanding</li> <li>SIP VoIP and SIPREC</li> <li>ISDN, T1, Digital and Analog Telephony</li> <li>CISCO CUCM, AVAYA, Airbus Vesta, West Viper telephony.</li> <li>Log4Net Log file understanding</li> </ul> Experience: <ul> <li>Must have a minimum of 3 years relevant implementation experience and providing high-level customer service. </li> <li>Experience working directly with clients as a vendor or consultant</li> <li>Must include working at a various customer sites, not internal IT help-desk background.</li> <li>Must have experience in telephony, hardware and databases.</li> <li>Must have very strong PC knowledge and Microsoft, Network knowledge: MCP or better preferred. </li> <li>Hands-on hardware skills include ability to replace hard drives, connect/configure components, working knowledge of CPU, etc. HP Server Certified preferred.</li> <li>Some CTI/CDR knowledge, Experience with Voice over IP Strongly preferred.</li> <li>SQL Installation and Scripting required</li> </ul> <div class="content-conclusion">About NiCE NICE Ltd. (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. </div>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...