Senior Cloud Operations Engineer at NICE Systems, Inc. in Richardson, Texas

Job Description:

So, what's the role all about?

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.

How will you make an impact?

• 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
• Other duties as assigned

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 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.

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, and Salesforce for ticketing
• Experience web application 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.