Professional Services Engineer

Location: USA - Remote

Department: VM, Public Safety

Professional Services Engineer – Public Safety

What’s this role all about?

As a Professional Services Engineer supporting NICE Public Safety customers, you’ll be a hands-on technical lead responsible for installing, upgrading, troubleshooting, and bringing complex NICE solutions live at customer sites.

You’ll work across servers, networking, databases, virtualization, and telephony while partnering directly with customers and Project Managers to deliver successful implementations from installation through go-live.

What youll do

• Serve as the primary technical resource for customer installations and implementations.

• Install and configure NICE software, hardware, servers, and virtualization platforms.

• Integrate NICE solutions with customer networks, PBX, CTI, and telephony environments.

• Troubleshoot hardware, software, networking, database, and telephony issues.

• Complete Installation Test Procedures and ensure systems are production-ready.

• Manage customer communication, expectations, and technical escalations.

• Partner with Project Managers, Support, and other technical teams throughout implementations.

• Complete site documentation, as-builts, testing, and knowledge transfer.

• Provide basic technical training to customer teams.

• Document lessons learned and contribute to the internal knowledge base.

• Provide remote customer support between onsite deployments.

What youll bring

• 3+ years of relevant implementation or field engineering experience.

• Experience working directly at customer sites as a vendor, consultant, or implementation engineer.

• Experience with telephony, hardware, networking, and databases.

• Strong Microsoft Windows Server and SQL Server knowledge.

• Strong networking, routing, and firewall knowledge.

• Experience with SIP, VoIP, SIPREC, CTI/CDR, and telephony systems.

• Experience with PowerShell, Wireshark, IIS, Active Directory, and troubleshooting tools.

• Hands-on hardware and server experience.

• Strong analytical, troubleshooting, communication, and customer service skills.

• Public Safety experience strongly preferred.

• Security+, Microsoft, networking, Cisco, or related certifications are a plus.

Travel & Schedule

Approximately 90% travel is required. Candidates must be comfortable with frequent domestic travel, overnight stays, short-notice travel, and working outside of standard business hours when customer implementations require it.