Professional Services Engineer Pipeline

Company Description

Sutherland is seeking an attentive and goal-oriented person to join us as a MCR Engineer.

Professional Service Engineer (PSE) works as a member of the delivery team for product remote implementation, configuration, and integration of the NICE platform. Provides expertise and technical contribution in technical aspects of the project. The PSE will work with the project team from the sales to services transition through the closure of the project.

Job Description

The MCR Engineer has the following duties:

1. Installation and integration of NICE software solutions remotely, while following defined methodology, processes, system requirements, and customer specific needs.
2. Work directly with the implementation team to assist with any technical questions regarding the solution from kick-off of the project until handover of the delivered solution to our support center.
3. Ensure that all components of the technical architecture are properly integrated and implemented.
4. Communicate and reconcile any design flaws found during the delivery of NICE Solutions.
5. Assist customers and their vendors with configuration requirements for all NICE Integration points in their environment.
6. Provide technical expertise of the entire NICE product suite, implementation methodology, and/or related technology.
7. Conduct systems testing for performance and reliability.
8. Report issues found during implementation and engage support teams for assistance, as well as escalate to higher tiers and management; as appropriate.
9. Provide basic application overview, technical support, and technical quality control throughout all stages of the project.
10. Effectively manage time, maintain regular communication, and updates to both customer and management.
11. Flexibility towards after hours and weekend activities.
12. Document and add Lesson learned and Resolutions to the Nice Knowledge Base
13. Communicate with R&D/product support about customer technical feedback on implementation of product related enhancements and fixes.

Qualifications

1. Minimum 2 years’ experience with Product implementation & integration.
2. Fluid English & Portuguese speaking
3. Well versed with Customer engagement.
4. Understanding Project Delivery working model & terms.
5. Excellent communication and problem-solving skills
6. Team Player – Proven ability to work in a team environment
7. Ability to communicate with multi-cultural teams in other countries
8. Able to learn and adapt a new technology independently and fast.
9. Able to work in dynamic environments.
10. Works methodologically and follows process
11. Experience with Advanced Solutions – Recording/Telephony Integrations, MDC , LDAP, SSO, ACD, DB migrations, Disaster Recovery or HA solutions. (preferred)
12. Microsoft Windows Server Installation and Configuration – IIS
13. Microsoft Security – Active Directory, Security Policies, Hardening, Encryption
14. Microsoft SQL Server Installation and Configuration
15. Maintenance – Backups and Recovery, Security
16. Scripting – Basic Query and Update knowledge
17. Network Principles – 7 Layer OSI Model, TCP, UDP
18. Network Devices – NICs, Switches, Routers, MPLS
19. Troubleshooting – Sniffers and various other Network Testing and Analysis tools

B.E. in Computer Science, Electrical Engineering, Information Technology, or related technical degree preferred.

• CCNA and MCSE certifications preferred.

• AWS, Azure, HP, Dell, VMWare, and Citrix certifications are a plus.

Additional Information

All your information will be kept confidential according to EEO guidelines.