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.
So, what’s the role all about?
The Cloud Operations Engineer supports specific software applications and their infrastructures, handling both new system implementations and mid-level to escalated support. They collaborate with development, operational, and architectural teams to resolve production issues, ensuring smooth operations and addressing technical challenges effectively.
How will you make an impact?
- Supports NICE Engage, covering access, recording, and playback processes, along with troubleshooting.
- Proficient in system configuration, user setup, and administration.
- Experienced in PBX integration (Cisco, Avaya) and ACD/Skills, CTI integration, SIP, and SBC Audiocodes.
- Familiar with PowerShell, Command Line, and basic network troubleshooting tools (Wireshark, Ping, Telnet).
- Knowledgeable about AWS Instances and Windows server and cluster management.
- Skilled in reading log files and following architectural design for system installation and configuration.
- Collaborates with various NICE departments and global customers, maintaining high customer satisfaction.
- Conducts thorough troubleshooting, adheres to support processes, and provides material support for complex issues.
Have you got what it takes?
- 4+ years of application or software support experience.
- 2+ years of experience in public or private cloud environments.
- 2+ years of experience in Windows-based environments, both production and personal systems.
- 6+ years of English communication experience in technical fields.
- Experience as a Voice Operations/Engineer with a background in AudioCodes.
- Effective troubleshooting skills for supported applications.
- Capable of handling complex issues across multiple applications or environments.
- Proactively engages with peers, keeps stakeholders updated, mentors’ coworkers, and coordinates work with peers.
You will have an advantage if you also have:
- Proficient in NICE Engage support, troubleshooting, and implementation.
- Familiarity with ServiceNow and Salesforce for ticketing purposes.
- Skilled in web application support.
- Experience utilizing SQL, including writing queries.
- Knowledgeable about call center infrastructure and operations.
This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.
This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.
Requisition ID: 3361
Reporting into: Manager, Engineering
Role Type: Individual Contributor
Enjoy NICE-FLEX!
At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.
What’s in it for you?
Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr!
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.