Senior Implementation Engineer
Company: NICE
Location: Elkins Park
Posted on: March 12, 2026
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Job Description:
As a Professional Services Engineer supporting NICE Public
Safety customers, you’ll be the primary technical lead responsible
for installing and bringing complex solutions live in real-world
environments. This is a hands-on, field-facing role where you’ll
travel to customer sites (and also support remotely) to install,
commission, upgrade, and cut over systems, making sure each
deployment is stable, secure, and ready for production. You’ll work
across servers, networking, databases, and telephony, configuring
hardware and virtualization platforms, installing Windows
components and NICE applications, integrating with customer
networks and PBX/CTI environments, and completing detailed
Installation Test Procedures before go-live. Along the way, you’ll
own troubleshooting and escalations, communicate clearly with
customers and project managers, and finish each project with strong
documentation, as-builts, and knowledge sharing that sets support
teams up for long-term success Job Requirements: Roles and
Responsibilities: • The primary technical resource responsible for
the successful installation of a customer solution. • Travel to
remote sites for Installation, commissioning, upgrades and go-live
cut-overs • Remote installation of NICE application software •
Review orders for technical accuracy • Obtain software and review
relevant documentation prior to visiting customer sites. • Assist
the Project Manager and customer in verifying the customer site
prerequisites are complete and site is ready for installation.
Installation includes: • Configuring Servers (COTS and NICE). Build
Virtualization Platform o Installation of H/W (boards, NIC Cards,
Memory, etc.) • Loading the necessary software on the equipment. o
Windows components update and service packs. o Anti-virus and
security software. o Telephony integration software. o NICE
recording and monitoring solutions applications • Connecting the
equipment to the customers network. • Integrating with the
customer’s telephony environment: o Computer telephony software. o
Cable taps (troubleshooting with customer Involvement only). •
Perform implementation of software and hardware solutions,
integrating with the customer’s network, PBX, and CTI equipment. •
Troubleshoot and resolve technical issues as they occur. Maintain
ownership of issues that are escalated by working together with
support personnel. • During each phase the Implementation Engineer
is expected to: • The IE is expected to manage the customer
relationship and expectations, communicate effectively, and
troubleshoot and resolve technical issues • Provide both Customer
Sensitive and Internal NICE • Status updates throughout the
implementations in • Coordination with the project manager. •
Document action items remaining for both NICE and the • Customer.
Communicate effectively, troubleshoot and • Resolve technical
issues utilizing documentation, • Knowledge base and peers. •
Complete detailed site documentation and as built at conclusion of
installation. Documentation is handed off to support for customer
maintenance and support. • Complete all Installation Test
Procedures (ITP) of all products prior to going into production. •
Provide all completed and signed ITP’s, Site Docs, and As-builts to
PM at completion of project. • Provide basic system administration
training to technical users. • Train personnel on technical aspect
of NICE solutions/Knowledge Sharing. • Add Learned Lessons to
Knowledgebase and share with team. • Remotely solve issues for
various customers. • Manage Time Reporting on daily basis and
advising management of overtime hours for approval • Update
ticketing system with accurate information and close out “cases” in
a timely manner. • Must have the availability for extensive travel
on a short notice basis and to work outside of a regular 8 hour
(“8-5”) work day. Working holidays, nights and weekends occur on a
regular basis. • Other roles and responsibilities may be assigned
on an as needed basis Education : • 3 – 5 years field experience •
AS/BS in Computer Science, Electrical Engineering or related
technical degree preferred or demonstrable extended experience of
10 years or apprentice in the telephony environment. • Security
certification • Certification A preferred • Network Certification
preferred • H.P. Certification preferred • MCSE Certification
preferred • Microsoft Certification Professional (MCP) preferred •
MSSQL and MySQL knowledge • Certification in Cisco, Citrix and
Telephony replayed products welcomed. • Public Safety experience
strongly preferred Skills : • Excellent Verbal and written
communications skills • Exceptional customer service orientation
and abilities especially in high pressure situations. • Excellent
follow-up and reporting ability (Customer reports, overtime billing
etc.) • Willingness to learn new technology and the corresponding
upgrades and changes • Excellent analytical and problem solving
skills. • Microsoft Word, Excel and Visio skills required. •
Windows Server 2008, 2012, 2016 and 2019 • MS SQL Server 2008,
2012, 2014, 2016, 2017 • MySQL • Strong Networking and routing
skills • Firewalls • XML and JSON • MS Powershell scripting •
Wireshark • IIS • Active Directory/SSO • SQL Encryption • Data
encryption with certificates • MS IIS • Serial RS-232 configuration
and troubleshooting • Audio CODEC understanding • SIP VoIP and
SIPREC • ISDN, T1, Digital and Analog Telephony • CISCO CUCM,
AVAYA, Airbus Vesta, West Viper telephony. • Log4Net Log file
understanding Experience : • Must have a minimum of 3 years
relevant implementation experience and providing high-level
customer service. • Experience working directly with clients as a
vendor or consultant • Must include working at a various customer
sites, not internal IT help-desk background. • Must have experience
in telephony, hardware and databases. • Must have very strong PC
knowledge and Microsoft, Network knowledge: MCP or better
preferred. • Hands-on hardware skills include ability to replace
hard drives, connect/configure components, working knowledge of
CPU, etc. HP Server Certified preferred. • Some CTI/CDR knowledge,
Experience with Voice over IP Strongly preferred. • SQL
Installation and Scripting required
Keywords: NICE, Yonkers , Senior Implementation Engineer, IT / Software / Systems , Elkins Park, New York
