Senior Professional Services Engineer (NTRX)

Mandatory:

• Experience in the Financial Services / Banking domain.


• Hands-on experience with NiCE/any other recording solutions(eg: Verint) — installation, configuration, upgrades, and maintenance on windows/cloud platforms.


• Microsoft Windows Server/OS knowledge.


• IP / SIP communication analysis and strong telephony background.


• Networking fundamentals — 7-layer OSI model, TCP, UDP, LAN/WAN, NICs, switches, and routers.


• Troubleshooting using sniffers and analysis tools — Wireshark, log analysis, and other network-testing utilities.


• Basic scripting — query and update knowledge (SQL / shell ).


• Strong customer-facing skills — able to lead technical discussions, manage stakeholder engagement and represent NiCE in client meetings.

 Good to Have:

• Recording / telephony integration experience with PBX, switch, and ACD vendors — Avaya, Cisco, Microsoft Teams, and Amazon Connect.


• Cloud experience — AWS (primary), Azure; virtualization on VMware and Citrix.


• Advanced solution experience — MDC, LDAP, SSO, ACD integrations, database migrations, Disaster Recovery and High-Availability designs.


• Microsoft Security — Active Directory, Domain Controllers, Group Policy, DNS, security policies, hardening, encryption, Certificate Authority and EFS..

Role Description:

The NTR-x PSE has the following core duties:

• Install, integrate, and configure NiCE NTR-x recording solution remotely, following defined methodology, enterprise standards, system requirements, and customer-specific needs.


• Develop and configure software features in line with design specifications and customer requirements; ensure all components of the technical architecture are properly integrated and implemented.


• Plan and execute unit, functional and system testing; support client UAT, data validation and solution verification activities.


• Assist customers and their vendors with configuration requirements for all NiCE integration points in the customer environment.


• Provide technical expertise across the NiCE product suite — solution design, technical support, quality assurance, and application overview — throughout every project stage.


• Report and escalate implementation issues appropriately; engage Support, R&D and management for higher-tier assistance when required.


• Maintain regular, proactive communication with customers and management on progress, risks, and technical updates.


• Support after-hours, weekend, client-site, and cross-time-zone activities as required by project demands.


• Communicate customer technical feedback to R&D and Product Support to drive product enhancements and fixes.