Lead Professional Services Engineer, CX

So, what’s the role all about?

Are you someone who comes alive solving complex technical challenges? Do you thrive in environments where no two days are the same? As an Analytics PSE, you’ll play a mission-critical role in deploying our software across both cloud and on-premise environments—empowering global organizations with real-time analytics that drive better customer experiences.

This is a high-impact role where you’ll bridge the gap between engineering, architecture, and real-world deployment. You’ll be the go-to expert for installation, configuration, optimization, and troubleshooting—making you an essential part of our customer success and product evolution.

What You’ll Own

• Deploy & Optimize: Lead the rollout of our analytics suite into a variety of environments (cloud, hybrid, on-premise).
• Be the Fixer: Troubleshoot production issues across networks, servers, databases, and integrations—working with cross-functional teams to keep things running smoothly.
• Shape the Tech: Collaborate with product, data engineering, and platform teams to streamline performance and scalability efforts.
• Enable our Customers: Work hands-on with enterprise clients to build environments that support their data, analytics, and security workflows.

What You Bring

You’re not just a technologist—you’re a problem-solver and communicator who can build trust and execute in high-stakes situations. You also have:

• Solid experience in SQL Server administration: provisioning users, writing queries, maintaining performance, and handling backups and restores.
• Hands-on skills with networking protocols, certificates, DNS/DHCP, SSO/SAML, ODBC, and cloud-based systems.
• Familiarity with CI/CD pipelines, modern security principles, and container-based app delivery.
• Working knowledge of Windows Server, IIS, NTFS/UNC security, and common scripting languages like PowerShell.
• Exposure to messaging or data platforms like RabbitMQ, Elasticsearch, Strategy (MicroStrategy), and ETL tools.
• Ability to dissect technical issues in unfamiliar systems and collaborate with internal teams and customers to solve them quickly and effectively.

Why This Role Matters

In a world increasingly driven by data and AI, our analytics platform is a core differentiator for how businesses understand and improve customer journeys. Your work will directly impact:

• Product reliability and performance in enterprise-scale deployments
• Customer adoption and trust
• How businesses unlock insights to improve service and engagement at scale

You won’t just be deploying software—you’ll be helping shape outcomes that transform industries.

Why You’ll Love Working Here

• You’ll work directly with cutting-edge tech in a fast-moving, customer-first environment.
• You’ll have the freedom to learn, grow, and experiment with new tools and approaches.
• You’ll be surrounded by a team that values collaboration, curiosity, and results.

If you're excited by a blend of architecture, innovation, problem-solving, and real-world impact, we’d love to hear from you.

Have you got what it takes?

• Bachelor of Science in Computer Science, Information Technology, Information Systems, or similar.
• 5-10 years’ experience in enterprise system administration and technology / software development experience will be considered in lieu of a degree.
• Excellent analytical and troubleshooting skills required
• “Can Do” positive approach
• Solution oriented personality
• Excellent written and verbal communications skills
• Experience in customer-facing delivery
• Experience deploying enterprise class software that utilizes a variety of technologies is desirable
• Candidate needs to be self-motivated, able to work alone and with a team, and be able to think creatively.
• Flexible working schedule required
• Weekend work required, usually no more than 50% of the time
• Occasional travel may be required.

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.

This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.​

Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NiCE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NiCEr!

Requisition ID: 8928
Reporting into: Manager, Professional Services
Role Type: Individual Contributor