Customer Services Engineer—ECTP (Emergency Communications Transformation Program)

Support | Brooklyn, NY, United States | AMERICAS

Position:  Customer Services Engineer—ECTP (Emergency Communications Transformation Program)

Location:  Brooklyn, NY

Position Summary

The Customer Services Engineer (CSE) is responsible for the ongoing maintenance and support of the NICE solutions. This may include installation of hardware/software to support new features and/or support system expansion.

This position is based at the 911 Call Center in downtown Brooklyn

Key Responsibilities:

  • Maintenance and update of NICE software solutions at customer’s site. Tech Lead must be able to adhere to highly structured problem resolution and customer engagement process.
  • Ensure that all components of the technical architecture are functioning properly and efficiently at the ECTP sites.
  • Troubleshoot technical issues that arise when working with the NICE solutions and/or client systems. Troubleshooting should be performed in an efficient manner as minimizing downtime is extremely important.
  • Conduct system testing to ensure performance and reliability.
  • Assist client administrators with questions and problems associated with the configuration, administration, and management of users in the NICE solution.
  • Perform NICE system maintenance across all sites as required.
  • Participate in training classes, or special projects as needed.
  • Effectively manage time and maintain regular communication and updates to both customer and management.
  • Document activities and time on a daily basis with timely submission of reports and expenses per company guidelines.


  • BS in Computer Science, Electrical Engineering or related technical degree required
  • CCNA and MCSE certifications preferred
  • NICE NRX, NICE Inform, NICE Recordings certification preferred
  • Telephony, HP Server Hardware, NetApp, and VMWare knowledge are a plus


Technical Skills and Requirements

  • Experience working in a 100+ server environment
  • Must have a minimum of nine years of proven experience with the following technical areas:
  • Servers
    • Microsoft Server 2012 Installation and Configuration – IIS, SNMP
    • Microsoft Security – Active Directory, Security Policies, Hardening, Encryption
    • Server class Hardware
    • VMware knowledge – P2V, vMotion, etc.
    • SANS and NAS using fiber or iSCSI
  • SQL
    • Microsoft SQL Server Installation and Configuration
    • MySQL Server Installation and Configuration
    • Maintenance – Backups and Recovery, SQL Agent, Analysis Services
    • SQL Security
    • Disaster Recovery – SQL Replication and Mirroring
    • Scripting – Basic Query and Update knowledge
    • Knowledge of MySQL is a plus.
  • Networking
    • Network Principles – 7 Layer OSI Model, TCP, UDP
    • Network Devices – NICs, Switches, Routers, MPLS
    • Troubleshooting – Sniffers and various other Network Testing and Analysis tools
  • Telephony
    • Telephony Experience - PBX, Switch and ACD Vendors - Avaya, Nortel, Aspect, Siemens and Cisco
    • CTI Experience - Avaya AES, Nortel Symposium, Aspect Predictive Dialers, Siemens Call-Bridge, Cisco Tapi and ICM, Genesys
    • VoIP Experience – Avaya, Cisco, Nortel
  • Experience identifying solutions when not all technical information and data are available
  • Experience working in a high touch/demanding customer service environment
  • Strong customer facing skills
  • Ability to work after hours and on weekends, if necessary
  • Ability to travel within NYC


NICE Systems is an Equal Opportunity/Affirmative Action Employer, M/F/D/V.


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