Sutherland is seeking an analytical and attentive person to join us as Professional Services Engineer will be responsible for installing, deploying, upgrading, and supporting NICE product/platforms at the customer site. Should be able to draft the plan, outline the checks and deploy and explain it to the customer and related counterparts.  The OSS Engineer will manage NICE related issues and outages in a timely manner and enhance the client's ability to maintain the NICE system.  In addition, the OSS Engineer will assist with NICE projects, installations, and change management as required to support the customer’s environment and infrastructure. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!

The MOS PSE performs a wide range of duties including some or all the following:

• Should be capable to deploy NICE product for the customer.
• Knowledge of NICE solutions – NTR and NTR-X.
• Work directly with client's System Engineers to support the NICE infrastructure across the customer’s organization globally.
• Create record of the case and performing remediation in accordance with the severity of the case.
• Provide L1/L2 support as required of the technical support for the NICE product, and utilize, engage and co-ordinate efforts with suppliers/other representatives as needed.
• Engage and co-ordinate efforts with suppliers/other representatives as needed.
• Assist client's Administrators with questions and problems associated with the configuration, administration, and management of users in the NICE system.
• Provide basic application training and support to client's Engineers on the NICE applications as required.
• Document and maintain NICE system specifications (Site Documentation) across all sites.
• Provide and evaluate proactive Health Checks on a daily, weekly, and monthly basis.
• Perform MAC (Move/Add/Change) jobs.
• Assist with NICE projects, installations, and change management as required to support environment and infrastructure.
• Perform NICE system maintenance across all sites as required.
• The PSE is expected to manage customer relationships and expectations, communicate effectively, troubleshoot and resolve technical issues.
• Effectively manage time and maintain regular communication and updates to both customer and management.
• Participate in training classes, or special projects as needed. 
• Other roles and responsibilities may be assigned on an as needed basis.

Must have a minimum of 2-3 years of proven experience with the following:

• BS in Computer Science, Electrical Engineering or related technical degree preferred.
• Voice operation experience 
• Experience working with voice and data networks in the capacity of design, implementation, or project management.
• Availability to work in 24X7 operational support model with 5 days working including weekend shifts.
• Microsoft operating systems, Networking, MySQL/SQL, Security and VoIP technology
• Troubleshooting and log analysis of Windows operating system is an advantage.
• Knowledge of database, writing/modifying scripts is expected.
• Telephony experience and certifications –VoIP and CTI
• Telephony Experience with most common PBX, Switch and ACD Vendors - Avaya, Fusion, IPC –advantage.
• CTI Experience with most common PBX, Switch, ACD and CTI vendors – Avaya Map-D, DLG, CV-LAN, AES (TSAPI), Nortel Symposium, Aspect Prospect, Portal, Contact Server (CMI), Siemens Call-Bridge, Cisco ICM, Genesys – advantage.
• HP, MCSE, MCP certifications – advantage.
• Experience of working in medium or large teams. Must be a Team player.
• High customer service orientation.
• Will be the NICE face in front of customers, both verbally and in writing.
• Can express appropriately both verbally and in writing.
• Copes well with conflicts and can resolve them.
• Can learn and adapt to new technology independently and fast.
• Can identify solutions even when not all technical information and data are available.
• Works methodologically and follows the process.
• Ability to work independently with a strong sense of self responsibility and accountability.
• Should be flexible to work round the clock as needed.
• Works well in alignment and coordination with the customer designated team.
• Collaborative and shared knowledge and experience.
• Can adjust well to constantly changing environments.