Professional Services Engineer

Job description

**Key Responsibilities** Lead end-to-end implementation, deployment, and support of enterprise recording solutions. Install, configure, upgrade, and maintain NiCE or other enterprise recording platforms (e.g., Verint) across Windows and cloud environments. Troubleshoot complex application, networking, and telephony-related issues. Analyze SIP/IP communication and resolve call recording or voice infrastructure issues. Perform root cause analysis using packet captures, logs, and network analysis tools. Work closely with customers to gather technical requirements and provide implementation recommendations. Lead technical discussions with customer stakeholders and represent the organization during client meetings. Collaborate with Engineering, Product, Support, and Customer Success teams to ensure seamless project delivery. Create technical documentation, deployment guides, and knowledge base articles. Provide post-implementation support, system optimization, and health checks. Ensure timely project delivery while maintaining high customer satisfaction. **Mandatory Skills & Experience** Domain Experience 6–10 years of experience in Professional Services, Implementation, Solution Engineering, or Technical Consulting. Mandatory experience in the Financial Services / Banking domain. Technical Skills Hands-on experience with NiCE or other enterprise recording solutions (e.g., Verint). Experience in installation, configuration, upgrades, migration, and maintenance of recording platforms. Strong knowledge of Microsoft Windows Server and Windows Operating Systems. Excellent understanding of IP/SIP communication with a strong telephony background. Strong networking fundamentals including: OSI 7-Layer Model TCP/IP UDP LAN/WAN Network Interface Cards (NICs) Switches Routers Hands-on troubleshooting using: Wireshark Packet sniffers Log analysis Network testing utilities Basic scripting knowledge: SQL queries Shell scripting Soft Skills