Designated Support Engineer

2 months ago

Sydney, Australia NICE Full time

At NICE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.

DSE Engineer Job Description

DSE – Dedicated Support Engineer

Location - Melbourne , Australia

Responsibilities Responsibilities

The DSE is responsible for support and maintenance of the NICE platforms at the customer site. The DSE Engineer will manage NICE related issues and outages in a timely manner and enhance the client's ability to maintain the NICE system. In addition, the DSE Engineer will assist with NICE projects, installations, and change management as required to support the customer’s environment and infrastructure

Roles and Responsibilities:


Position reports on a day-to-day basis to DSE Manager.
• Knowledge of NICE solutions
• Work directly with client's System Engineers to support the NICE infrastructure across the customer’s organization globally.
• Create record of the case and performing remediation in accordance to the severity of the case.
• Provide L2/L3 support as required of the technical support for the NICE product, and utilize, engage and co-ordinate efforts with suppliers/other representatives as needed.
• Assist client's Administrators with questions and problems associated with the configuration, administration, and management of users in the NICE system.
• Document and maintain NICE system specifications (Site Documentation) across all sites.• Provide and evaluate proactive Health Checks on a daily, weekly and monthly basis.
• Perform MAC (Move/Add/Change) jobs
• Assist with NICE projects, installations, and change management as required to support environment and infrastructure.
• Perform NICE system maintenance across all sites as required.
• The DSE is expected to manage the customer relationship and expectations, communicate effectively, and troubleshoot and resolve technical issues.
• Effectively manage time and maintain regular communication and updates to both customer and management.
• Participate in training classes, or special projects as needed.
• Other roles and responsibilities may be assigned on an as needed basis.​

RequirementsRequirements

Should be able to collaborate with WFM R&D, Customer Success teams, Business Partners and Global Customer to address Workforce Management On-Prem & Cloud application related product issues.Maintain quality internal and external communication throughout your analysisProvide the highest level expertise and support to minimize R&D escalations.Prioritize daily tasks, manage critical issues and ensure detailed and well-articulated RCAs to our customers.Contribute to the Knowledge Base, document troubleshooting and problem resolution steps and participate in Educating/Mentoring other support engineers.Initiate and perform changes on production systems and proactively escalate any issues that cannot be resolved within the established timeframes.Involved as the subject matter expert (SME) for the other support engineers in projects for new releases and service packs of WFM application for both On Prem as well as Cloud

Technical Requirements

Should have an expert level Linux/Unix exposure on different flavor of Servers.Should have good DB knowledge, Oracle/MSSQL.Working knowledge of administrating UNIX, Linux or Windows servers.Experience of supporting Web based applicationsIn-depth, hands-on knowledge of and experience with enterprise applications both on premise and cloud deploymentSignificant technical experience within the industry and/or proven customer support experience Globally, preferably within Financial Institutes (Trading environments)Having knowledge of the following (stated as keywords): Tetra systems, Voice Trading Solutions like IPC, Etrali and BT, Avaya, Cisco, Mitel, would be beneficial.Good working knowledge (Certificates are very welcome) of: Windows Operating Systems, TCP/IP, Linux, Wireshark, EMC, MySQL and MS SQL Server Databases, Microsoft OfficeExperience with Networking and IP/SIP communication analysisStrong Telephony background would be an extra perk to have.Good at troubleshooting and who can take the accountability

Customer Communication


High customer service orientation.
• Well represents NICE in front of customers, both verbally and in writing.
• Can express themselves appropriately both verbally and in writing.
• Copes well with conflicts and is able to resolve them.

Technology related skills


Is able to learn and adapt a new technology independently and fast.
• Can identify solutions even when not all technical information and data are available.
• Works methodologically and follows the process.

Work Style


Ability to work independently & Strong sense of self responsibility and accountability.Should be flexible to work round the clock as needed.Works well in alignment and coordination with the customer designated team.
• Collaborative and shares knowledge and experience.
• Can adjust well to constantly changing environments.

  • Designated Support Engineer

    4 weeks ago

    Sydney, New South Wales, Australia NICE Full time

    About the RoleWe are seeking a highly skilled and experienced Designated Support Engineer to join our team at NICE. As a key member of our support team, you will be responsible for providing technical support and maintenance of our NICE platforms at customer sites.Key ResponsibilitiesManage NICE related issues and outages in a timely mannerEnhance the...

  • Electrical Design Engineer

    4 weeks ago

    Sydney, New South Wales, Australia HRG Full time

    {"title": "Electrical Design Engineer", "content": "Job SummaryWe are seeking an experienced Electrical Design Engineer to lead and execute the design of complex electrical distribution networks. The ideal candidate will have a robust background in designing distributor networks and a deep understanding of electrical systems and regulations.Key...

  • Civil Engineer and Designer

    1 month ago

    Sydney, New South Wales, Australia Macro Recruitment Full time

    Job Opportunity: Civil Engineer and DesignerWe are seeking a highly skilled Civil Engineer and Designer to join our team at Macro Recruitment. As a key member of our multidisciplinary team, you will be responsible for designing and delivering civil engineering projects, including subdivision design, road and stormwater drainage, and water and sewer...

  • Electrical Design Engineer

    1 month ago

    Sydney, New South Wales, Australia HRG Full time

    {"title": "Electrical Design Engineer", "content": "Job SummaryWe are seeking an experienced Electrical Design Engineer to lead and execute the design of complex electrical distribution networks. The ideal candidate will have a robust background in designing distributor networks and a deep understanding of electrical systems and regulations.Key...

  • Civil Engineer and Designer

    4 weeks ago

    Sydney, New South Wales, Australia Macro Recruitment Full time

    Job SummaryA challenging and rewarding role for a skilled Civil Engineer to join our multidisciplinary team in the MidCoast Region. As a key member of our team, you will be responsible for designing and delivering high-quality civil engineering projects, including subdivision design, road and stormwater drainage, and water and sewer reticulation.Key...

  • Senior Design Engineer

    2 months ago

    Sydney, Australia Rec-Partners Full time

    About the Company Our client is a leader in the construction and engineering industry, specializing in innovative ground improvement solutions that drive sustainable development. They have a strong reputation for delivering complex projects with precision, combining technical excellence with a commitment to environmental stewardship. The company prides...

  • Electrical Design Engineer

    4 months ago

    Sydney, Australia Remote Staff Full time

    Job 13733 | Electrical Design EngineerJob Status: Full time - 40 hours/weekWork Schedule: Monday to Friday 9AM to 6PM New Zealand Time (5AM to 2PM Manila Time)The Company based in New Zealand, specializes in electrical systems integration. They offer services in engineering design, material specification and supply, project management, protection and...

  • Electrical Design Engineer

    4 weeks ago

    Sydney, New South Wales, Australia Design And Build Recruitment Full time

    Job Opportunity: Principal Electrical Engineer About the Company Design and Build Recruitment is a leading global engineering consultancy delivering major infrastructure projects across Australia. Job Summary We are seeking a highly skilled Principal Electrical Engineer to join our multidisciplinary team in a key role supporting regional projects within...

  • Product Design Engineer

    4 weeks ago

    Sydney, New South Wales, Australia Koala Full time

    Why We Need This RoleWe're looking for a skilled Product Design Engineer to join our team at Koala. This role will focus on addressing complex technical and engineering challenges in innovation, collaborating closely with our internal designers, product management, and quality teams, as well as our external suppliers.Key ResponsibilitiesAs a Product Design...

  • Senior Design Engineer

    4 weeks ago

    Sydney, New South Wales, Australia Ivory Group Full time

    About the RoleWe are seeking a highly skilled Senior Design Engineer to join our team in Sydney. As a key member of our infrastructure design team, you will be responsible for the preparation and management of engineering designs and investigations across a range of projects.Key ResponsibilitiesManage the design phase of capital works projects, ensuring...

  • Protection Design Engineer

    1 month ago

    Sydney, New South Wales, Australia SNC Lavalin Full time

    Job Title: Protection Design EngineerWe are seeking an experienced Protection Design Engineer to join our team in Australia. As a key member of our Engineering Design business, you will be responsible for designing and delivering high-quality protection systems for our clients.Key Responsibilities:Lead a team of secondary system designers and support...

  • Protection Design Engineer

    1 month ago

    Sydney, New South Wales, Australia SNC Lavalin Full time

    Job Title: Protection Design EngineerWe are seeking an experienced Protection Design Engineer to join our team in Australia. As a key member of our Engineering Design business, you will be responsible for designing and delivering high-quality protection systems for our clients.Key Responsibilities:Lead a team of secondary system designers and support...

  • Senior Electrical Engineer

    3 weeks ago

    Sydney, New South Wales, Australia Thales Full time

    Thales is seeking a Senior Electrical Engineer to lead design and waterfront engineering support for onboard and onshore Naval Capabilities. This pivotal role requires holding Level 3 Engineering Authority, offering the chance to make a tangible impact on cutting-edge projects and in-service capabilities.Key Responsibilities:* Provide electrical engineering...

  • Civil Engineer and Designer

    3 weeks ago

    Sydney, New South Wales, Australia Macro Recruitment Full time

    A challenging and rewarding role for a skilled Civil Engineer to join a well-established multidisciplinary firm.Key responsibilities include designing sub-division projects, conducting site visits, and preparing design drawings and reports. Collaborate with a team of Civil Engineers to undertake in-house road and stormwater drainage designs, water...

  • Senior Design Engineer

    1 month ago

    Sydney, New South Wales, Australia Ivory Group Full time

    About the CompanyIvory Group is a leading provider of infrastructure development services, committed to delivering high-quality projects that meet the needs of our clients and communities.About the PositionWe are seeking a highly skilled Senior Design Engineer to join our team in Sydney. As a key member of our design team, you will be responsible for the...

  • Electrical Design Engineer

    3 weeks ago

    Sydney, New South Wales, Australia KBR Full time

    Electrical Engineering ExpertiseWe are seeking a highly skilled Senior Electrical Systems Specialist to join our team at KBR. As a key member of our Infrastructure Services Australia business, you will play a pivotal role in delivering leading science, technology, and engineering solutions to our clients.With a strong background in electrical engineering and...

  • Civil Design Engineer

    4 weeks ago

    Sydney, New South Wales, Australia ACRWORLD Full time

    About ACRWORLDA leading boutique Engineering Consultancy and Project Management company based in Sydney's Northern Suburbs is a family-friendly business working across a variety of Land Development projects.The RoleWe are seeking a highly skilled Civil Design Engineer to join our collaborative team working on Infrastructure and Land Development projects,...

  • Civil Designer, DC Design Engineering

    3 weeks ago

    Sydney, New South Wales, Australia Amazon Full time

    About the RoleWe are seeking a skilled Civil Designer to join our Data Center Global Services (DCGS) team at Amazon Web Services (AWS). As a Civil Designer, you will play a critical role in the design and construction of our enterprise data center campus projects.Key ResponsibilitiesCollaborate with internal and external multidisciplinary teams to ensure...

  • Tunnel Design Engineer

    2 weeks ago

    Sydney, New South Wales, Australia WSP Full time

    About WSP:As a leading global professional services company, WSP is committed to shaping the future of our communities. Our team of experts in tunnel design works closely with clients to deliver innovative and sustainable solutions for underground construction projects.Job Summary:We are seeking a talented Tunnel Design Engineer to join our National Tunnels...

  • Senior Electrical Engineer

    3 weeks ago

    Sydney, New South Wales, Australia Thales Full time

    At Thales, we're driving progress in some of the world's most important industries, including defence and security. We're seeking a Senior Electrical Engineer to lead design and waterfront engineering support for both onboard and onshore Naval Capabilities.This pivotal role requires holding Level 3 Engineering Authority, offering you the chance to make a...