Senior Cloud Operations Engineer

So, what's the role all about?

The Senior Cloud Operations Engineer works as an operational resource for a specific software application or suite of applications and accompanying infrastructures. This includes 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.

How will you make an impact?

• Supports NICE AutoPilot, Engage and Multi-ACD products

• Help build out new regions

• 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 and Linux server management and cluster management

• Reading log files

• 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, contractual SLA's.

• Provide material support for production issues which 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 activity to ensure applications function properly.

• Provide on call support for high priority incidents.

Have you got what it takes?

• 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 Linux and Windows based environment.

• Can effectively troubleshoot supported applications effectively.

• Can work on complex issues which 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

• Shares 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.

You will have an advantage if you also have

• Experience with Audiocodes SBC, OVOC, and Stack Manager

• Experience with NICE Engage support, troubleshooting and implementation.

• Experience with ServiceNow, Salesforce for ticketing

• Experience web applications support

• Experience with SQL utilization, queries, etc

• Experience working with call center infrastructure .

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

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.

Requisition ID: 8683Reporting into: Tech Manager , Cloud Operations

Role Type: Individual Contributor