NICE - Senior Professional Services Engineer - Python

How will you make an impact?

Technical Implementation :

- Lead the end-to-end implementation and deployment of Feedback Management, Salesforce Connector and Text Analytics solutions for enterprise clients.

- Provide technical consultation and support during implementation phases, including data migration, custom scripting (Python), and API integrations.

- Translate business requirements into technical configurations using best practices and product capabilities.

- Conduct detailed solution design, system configuration, integration, and testing.

- Partner with cross-functional teams (Product, Engineering, Support, CSMs) to ensure successful delivery and handoff.

- Develop and maintain implementation documentation, including architecture diagrams, configuration guides, and SOPs.

- Deliver product training and enablement to clients and internal stakeholders.

- Continuously contribute to the enhancement of delivery methodologies and reusable assets.

Project Management :

- Collaborate with Project Managers to design and oversee end-to-end project rollouts.

- At times act as the Project Manager for your own project.

- Manage customer expectations and communicate project status, risks, and mitigation plans clearly and proactively.

- Manage system lifecycle development, change control processes, and risk analysis for enterprise solutions.

Business Consulting :

- Provide subject matter expertise on NICE CXone FM, UH, Connector and Text Analytics products during client consultations.

- Conduct business analysis to assess user needs, design tailored solutions and provide industry guidance.

- Regular interaction with client teams to understand pain points, present solutions, and align on progress.

Leadership and Customer Handling :

- Once trained, mentor and lead project teams, sharing expertise and fostering a collaborative environment.

- Develop documentation and processes for emerging digital products from R&D teams.

- Regularly interact with client teams to understand needs, address pain points, and align on deliverables.

- Work closely with SMEs, admins, and business leads; share updates and drive KM adoption.

- Translate technical concepts into business terms; manage expectations and clarify scope.

Have you got what it takes?

- Bachelors degree in technical (e.g., Computer Science, Information Systems, Electrical Engineering) or business field (e.g., Marketing, MIS) or equivalent work experience.

- 5+ years of professional experience, with 1+ years in digital channels or AI software applications preferred.

Proven expertise in :

- Technical configuration and if required Scripting for Custom solutions.

- ETL tools, RDBMS knowledge and building SQL queries.

- CRM integrations, APIs, and other ecosystem technologies.

- Best practices for contact center operations and KPIs.

Familiarity with :

- NPS, Analytics and salesforce, and automation principles.

- Industry trends and emerging technologies in FM and customer engagement.

You will have an advantage if you also have :

- Analytical and inquisitive mindset.

- Team-oriented with strong interpersonal skills.

- Early adopter of innovative technologies.

- Strong sense of accountability and ownership.

- Professional communication, behavior and demeanor.