Senior Cloud Operations Engineer

At NICE, we don't limit our challenges. We challenge our limits. Constantly. We're relentless. We're ambitious. And we make an impact. Our NICErs bring their A game and spend each day turning it into an A+. And if you're like us, we can offer you the kind of challenge that will light a fire within you.

At NICE, we don't limit our challenges. We challenge our limits. Constantly. We're relentless. We're ambitious. And we make an impact. Our NICErs bring their A game and spend each day turning it into an A+. And if you're like us, we can offer you the kind of challenge that will light a fire within you.

Cloud Operations Engineer

Location:

The Cloud Operations Engineer works as an operational resource for a specific software application or suite of applications and accompanying infrastructures. This includes the implementation of new systems as well as providing mid-level and escalation support for other groups and working to resolve production issues in conjunction with development, operational, and architectural resources.

Major Functions/Responsibility

Supports NICE Engage and Multi-ACD

• Access process and troubleshooting

• Recording process and troubleshooting

• Playback process and troubleshooting

• Understand System Configuration

• User Setup/User Admin

• Know how PBX Cisco, Avaya, and other integration with Engage and also ACD/Skills

• CTI Integration and SIP

• Knows about SBC Audiocodes

• Familiar with tools Powershell, Command Line

• Basic network troubleshooting and using Wireshark, Ping, Telnet, Netstat

• Familiar with AWS Instances

• Windows server management and cluster management

• Reading log files

Other Functions:

• Follow architectural design to install, configure, and validate the system build.

• Work with various NICE departments (Support, Product Management, R&D) and customers around the globe for end-to-end resolution of issues

• Maintain high customer satisfaction throughout the entire problem resolution process, through frequent customer updates.

• Conduct thorough and detailed troubleshooting to provide quality support to the client and minimize escalations.

• Account Management skills

• Participate in knowledge transfer activities as required.

• Work in accordance with NICE support process, procedures, and contractual SLAs.

• Provide material support for production issues that cannot be resolved by lower-level support resources.

• Supports multiple systems or applications of medium to high complexity.

• Identify operational problems by observing and studying system function and performance.

• May participate in contributing to process and automation improvements by working with appropriate resources.

• Follow established processes when performing work or help document and create processes as necessary.

• Document troubleshooting steps and results in appropriate locations for historical access.

• Perform routine maintenance activities to ensure applications function properly.

• Provide on-call support for high-priority incidents.

Requirements:

• Audiocodes SBC, OVOC, and Stack Manager experience.

• 6+ years of experience working within application or software support.

• 4+ years of experience working within public or private cloud environments.

• 4+ years of experience working in a Windows-based environment including both production and personal systems.

• 6+ years communicating in English in a technical field.

• Can effectively troubleshoot supported applications effectively.

• Can work on complex issues that may span multiple applications or environments.

• Proactively engages with peers to discuss issues and keep stakeholders updated.

• Service-oriented; ability to work on behalf of peers in services and development.

• Mentors co-workers with expertise

• Coordinates work with peers

• Share discoveries and best practices

• Learns from others within the team.

• Self-Driven. Proactively looks for ways to improve systems and processes.

• Able to work with little supervision and complete tasks and projects as directed.

Experience Preferred:

• Experience with Audiocodes SBC, OVOC, and Stack Manager

• Experience with NICE Engage support, troubleshooting, and implementation.

• Experience with ServiceNow, and Salesforce for ticketing

• Experience web application support

• Experience with SQL utilization, queries, etc…

• Experience working with call center infrastructure

About NICE

NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NICE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NICE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

NICE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.