NICE - ICM Integration and Support Engineer

Company Description

We are One Sutherland — a global team where everyone is working together to create great breakthrough solutions. Our workforce has thrived in an environment of diversity of thought, experience and background. We celebrate our diversity and embrace it whole-heartedly. Sutherland is an equal opportunity employer. We promote a positive work environment by conducting ourselves professionally and helping each other achieve our goal of One Sutherland Team, Playing to Win.

Sutherland was founded 38 years ago (1986). Since then, we have become a leading global provider of business process and technology management services offering an integrated portfolio of analytics-driven back office and customer-facing solutions that support the entire customer life cycle.

NICE employees are highly motivated, self-starters who thrive on achieving success after success for our customers.  NICE’s products are technically sophisticated and quite complex, and they are leveraged by our customers to influence and improve employee performance.  To be effective with NICE’s customers, our employees have to be technically knowledgeable and capable, yet at the same time naturally inquisitive and excited about the business value our customers are achieving.  We pride ourselves on our professionalism, integrity, and ability to deliver real value to our customers.  This is an exciting opportunity to play an important role in a very successful software company in a rapidly growing market.
 

 

Job Description

The NICE Sales Performance Management products focus on improving the sales productivity, effectiveness, and other operational aspects of our customers’ employees and sales teams.  Our products allow companies to integrate valuable but disparate data from existing software applications, automate sales incentive calculations, reporting, and boost sales team morale by setting clear goals and monitoring their progress- all of which increase company productivity. Our web-based application is unique in its use of hybrid OLTP/OLAP data structures in combination with emerging technologies at compute, storage and network level for sophisticated end-user applications.
 
NICE is the leading provider of Sales Performance Management and Service Performance Management applications focused on improving operational effectiveness of sales forces and service organizations across a range of vertical industries. NICE’s award-winning products serve Global 2000 customers, and include advanced analytics, incentive compensation management, coaching, reporting and other performance execution applications.

Qualifications

Key Responsibilities:

• Integration & Deployment:
  • Implement and deploy custom NICE’s product suite solutions for clients,
  • Install and integrate NICE’s applications with diverse enterprise systems and data sources using ETL processes, REST APIs, web services, XML, XSLT, and scripting languages.
  • This includes installing and maintaining MicroStrategy Intelligence Server, web server, and application tools suite, as well as managing and maintaining data models for reporting and analytics, including report configuration using MicroStrategy development and configuration tools.
• Issue Resolution and Support:
  • Provide front-line support, troubleshooting and resolving Sales Performance Management application issues reported by end-users.
  • Leverage product knowledge, technical skills, and internal resources to investigate and resolve customer problems.
  • Meticulously document the problem-solving process, including all decisions and actions taken, from initial report to final resolution.
  • Test fixes and conduct post-resolution follow-ups to ensure effective problem resolution using established testing methodologies.
  • Analyze documented resolutions and identify trends to proactively prevent recurring issues.
• Client Collaboration & Technical Expertise:
  • Collaborate closely with clients and NICE's Client Services team, providing technical expertise throughout the deployment lifecycle.
  • This encompasses data mapping and integration, forms and workflow design and implementation, and report design and implementation.
  • Liaise with clients to gather information regarding operational issues encountered while using NICE's product suite. Document these issues for analysis and resolution.
• System Administration and Maintenance:
  • Perform hands-on maintenance and support for Sales Performance Management applications, including software installation and upgrades, database exports, and system and application configuration.
• Teamwork & Continuous Improvement:
  • Work with other NICE Integration Engineers and Business Analysts to share best practices and knowledge.
  • Provide valuable feedback to NICE’s Product Management group regarding potential product enhancements and to improve customer experience.

 Required Skills/Experience:

• 3+ years of experience delivering excellent customer service, including the ability to explain complex technical information clearly to both business and technical audience.
• 2+ years of hands-on experience with a strong technical foundation in Linux, shell scripting, data handling, SQL, and PL/SQL scripting. Possesses excellent analytical skills and will apply this expertise to analyze and resolve customer issues.
• Hands-on knowledge and practical integration experience with enterprise software applications.
• Proven experience with troubleshooting methodologies and demonstrated problem-solving abilities.
• Excellent organizational skills and the ability to effectively manage tasks, set priorities, and meet deadlines.
• Excellent verbal and written communication skills and the ability to collaborate effectively within a team environment.
• Demonstrated ability to bridge communication gaps between technical and business stakeholders.
• Bachelor's degree in computer science (or equivalent).
• A passion for technology and a willingness to learn and adapt to emerging technologies and trends.
• Willingness to travel up to 10%.

Valuable Technical skills:

• Deep understanding of Linux and Unix environments is essential, including shell scripting for automation, system management, and troubleshooting.
• Experience with scripting languages like Python and Perl, along with general programming knowledge in Java. Familiarity with web technologies (HTML, CSS, JSP, XML, XSLT) is beneficial for troubleshooting and supporting web applications.
• Strong database skills are crucial, including experience with relational database management systems (RDBMS) such as Oracle, PostgreSQL, SQL Server, and DB2. PL/SQL experience is also a valuable asset.
• Practical operational experience with installing, maintaining, and deploying applications and code within Amazon Web Services (AWS) is essential.
• Familiarity with configuring and testing REST API calls and web services is important for integrating and supporting modern applications.

Valuable Business and Data Analysis skills:

• Exposure to CRM tools like Salesforce and ERP systems like Oracle or SAP is a plus, demonstrating an understanding of core business applications.
• Exposure or experience within the sales domain is advantageous, providing context for supporting sales-related applications and processes.
• Familiarity with cloud-native data platforms (e.g., Snowflake, Amazon Redshift, Google BigQuery), data lakes, data marts, and data warehouses is required.
• Experience with HTAP, Hadoop, Spark, or other Big Data technologies is highly desirable.
• Experience with cloud platforms (e.g., AWS, Azure, GCP) and cloud-based data services is necessary.
• Familiarity with ETL tools (e.g., Informatica, Talend, AWS Glue, Oracle/Pentaho DI, Azure Data Factory) is important.

Familiarity with Business Intelligence tools (e.g., MicroStrategy, Tableau, Power BI, Business Objects, Cognos) is beneficial for supporting data-driven decision-making.

Additional Information

This is a Hybrid position in Bogotá, Colombia. Enjoy the benefits of joining a Great Place to Work company working for the world's biggest technology companies.