Job Overview The Systems Engineer position is a key role in the delivery and installation of NICE products. This involves providing high-level technical support during the initial product implementation phase to ensure smooth and efficient operations. This role focuses on addressing technical issues that arise during the critical 'Day 1' period, ensuring a successful and timely launch. The ideal candidate will possess strong technical expertise, excellent communication skills, and the ability to work effectively in a team environment. Key Responsibilities: - Delivering expert technical support for the deployment and installation of NICE products; - Providing high-level assistance during Day 1 of product implementation, ensuring smooth and efficient operations; - Collaborating with internal teams to address and resolve high-level technical challenges, contributing to effective problem resolution; Requirements: To be successful in this role, candidates must have: - Technical Expertise: Strong knowledge of NICE products and associated technologies; - Support for Installers and Business Partners: Ability to provide expert support to external installers and business partners, facilitating successful product deployments and minimizing downtime; - Collaboration with Internal Teams: Experience working closely with level 3 support and research & development teams to address and resolve high-level technical challenges; - Communication and Presentation: Excellent communication and presentation skills to provide updates on technical issues and action plans to internal and external stakeholders; - Ticket Management: Ability to maintain and manage support tickets within the ServiceNow system, tracking issue progress, ensuring timely resolutions, and documenting relevant information. Desirable Qualifications: It would be advantageous if candidates have experience with: - VoIP/Telephony systems; - Basic SQL scripting and SQL Server troubleshooting experience; - Nice WFM and Recording (Engage, NTR-X) integration into customer environments; - AWS and Azure Cloud certifications; - Network monitoring tools such as Wireshark; - Basic Linux experience.