**Company Description** Sutherland is a leading professional services firm seeking an analytical and attentive professional to join our team as a Professional Services Engineer. In this role, you will be responsible for installing, deploying, upgrading, and supporting NICE product/platforms at customer sites. The ideal candidate should be able to create comprehensive plans, outline checks, and deploy solutions while effectively explaining them to customers and related counterparts. As a Professional Services Engineer, you will manage NICE-related issues and outages in a timely manner and enhance the client's ability to maintain the NICE system. In addition to these responsibilities, the OSS Engineer will assist with NICE projects, installations, and change management as required to support the customer's environment and infrastructure. This is a unique opportunity for someone looking to build a fulfilling career and make a significant impact in a dynamic and evolving industry. If you are confident in your skills and experience and are eager to help us succeed, we want to work with you. Key Responsibilities: - Implement and deploy NICE Systems solutions for customers. - Provide L1/L2 support for NICE products. - Manage incidents and resolve issues effectively and promptly. - Collaborate with customer system engineers to ensure the stability of NICE infrastructure. - Document system specifications and generate system health reports. - Assist with installation, maintenance, and change management projects. - Provide basic training on NICE applications to customer engineers. - Administer and configure users within the NICE system. - Work closely with vendors and other stakeholders to resolve technical issues. Qualifications: - Degree in Systems Engineering, Electronic Engineering, or related fields (preferred). - English B2 proficiency. - 3 years of experience in similar roles. - Experience in VoIP, data networks, and security. - Proficiency in Windows OS, SQL/MySQL databases, and scripting. - Familiarity with PBX, ACD, CTI platforms such as Avaya, Cisco, Genesys (preferred). - Certifications in HP, MCSE, MCP, VoIP, CTI (a plus). - Strong problem-solving and customer service skills. - Ability to work in a dynamic and evolving environment. - Availability to work in a 24x7 shift model, including weekends.