At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.
The Lead Cloud Transformation Engineer at NiCE plays a pivotal role in ensuring the smooth and reliable operation of CXone Mpower Engagement Hub's voice network.
This position combines both networking and systems expertise, focusing on the infrastructure that enables customer traffic and services.
Key Responsibilities:
- Ensuring Operability: The Lead Cloud Transformation Engineer is responsible for the overall operability of the CXone Mpower Engagement Hub voice network.
- SBC & SIP Infrastructure Management: A key responsibility is ensuring the Session Border Controller (SBC) and Session Initiation Protocol (SIP) infrastructure functions properly, reliably, and efficiently.
- Customer Provisioning & Maintenance: This role ensures customer traffic and services are provisioned and maintained effectively.
- Troubleshooting: The engineer will troubleshoot application and SIP networking issues.
- Network Growth Management: This includes installing new customers and handling escalations from other teams to manage the expansion of the Engagement Hub network.
- Process Streamlining: To ensure scalability, the Lead Cloud Transformation Engineer will streamline current processes, specifically leveraging AudioCodes SBCs.
- Collaboration: The role involves working independently and as part of a global team, demonstrating strong customer skills, and delivering quality results in a dynamic environment.
Required Skills and Expertise:
- Understanding of Cloud Platforms: Proficiency with deploying Audiocodes SBCs and OVOCs in AWS.
- Networking and Security Expertise: Strong knowledge of networking concepts (DNS, TCP/IP, HTTP) and implementing security policies and compliance standards.
- Troubleshooting & Problem Solving: Strong troubleshooting skills to diagnose and resolve complex network and application issues.
- Communication & Collaboration: Excellent communication skills to interact effectively with internal teams and external customers.
Preferred Requirements:
- 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 production Windows based environment.
- 6+ years communicating in English in a technical field.
- Can effectively troubleshoot supported applications effectively.
- Can work on complex issues which may span multiple applications or environments.
- Experience working with call center infrastructure
The Lead Cloud Transformation Engineer plays a crucial role in maintaining and scaling a critical part of the CXone Mpower Engagement Hub's communication infrastructure, requiring a blend of technical depth, operational efficiency, and strong interpersonal skills.
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.
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What We Do
NICE (Nasdaq: NICE) is the worldwide leading provider of both cloud and on-premises enterprise software solutions that empower organizations to make smarter decisions based on advanced analytics of structured and unstructured data. NICE helps organizations of all sizes deliver better customer service, ensure compliance, combat fraud and safeguard citizens. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, are using NICE solutions. www.nice.com.
