Lead Professional Services Engineer

At NICE, we don’t limit our challenges. We challenge our limits. Constantly. We’re relentless. We’re ambitious. And we make an impact. Our NICErs bring their A game and spend each day turning it into an A+. And if you’re like us, we can offer you the kind of challenge that will light a fire within you.

So, what’s the role all about?

As our company expands rapidly, we're establishing a professional services team in Manila. In this exciting position, you'll specialize in ContactEngine, offering top-notch implementations, analysis, support, and more to clients worldwide. Initially collaborating with EU and US teams, you'll assist in implementing and supporting both new and existing clients. As ContactEngine extends into APAC, the Manila team will take the lead in implementation, quality assurance, support, and delivery for local clients.

How will you make an impact?

Specializes in ContactEngine solution design and implementation consultancy.

Assists in training new team members, partners, and clients.

Collaborates with global teams to develop, test, and support customer journeys using internal tools.

Gathers client requirements and offers solution guidance, understanding client business processes for automated transaction and proactive customer journey needs.

Improves processes and documents Application Integration Specifications.

Configures, tests, debugs, and deploys the SaaS platform based on client specifications.

Utilizes data analytics for optimizing ContactEngine customer journeys, creates SQL queries, reports, and dashboards, designs, and tests APIs, conducts journey audits, provides on-call support, and fulfills other responsibilities.

Have you got what it takes?

Over 7 years of experience in implementation, quality assurance, professional services, or consulting roles.

Leadership experience exceeding 7 years, with proficiency in influencing customers on project management methodologies.

Holds a degree in Computer Science, Business Analytics, Data Analytics, or a STEM-related field.

Expertise in Professional Services Project Management Policies and Processes.

Skilled in developing processes and enhancements for high-quality, cost-effective results.

Capable of understanding and articulating customer needs, both present and future.

Versatile in implementation skills, business analysis, contact center optimization, education, and engineering services; attributes include high motivation, analytical thinking, a service-oriented approach, and adaptability

You will have an advantage if you also have:

Proficient in data structure extraction and summarization techniques.

Skilled in JavaScript, C#, SQL, HTML, CSS, and Python programming languages.

Experienced with integration tools for seamless data integration.

Application knowledge includes Excel and Tableau, or similar business intelligence tools.

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!

Enjoy NICE-FLEX!

At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

Requisition ID: 4280

Reporting into: Manager, Professional Services

Role Type: Individual Contributor

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.