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.
So, what’s the role all about?
The purpose of this position is to provide customer-focused Application Support. Looking for Engineer to join our growing Cloud team. This person will be responsible for leading client projects on the Cloud.
How will you make an impact?
- Perform daily operational duties, including application server health checks and monitoring response, database backups review, incident response, and change management activities.
- Identify and resolve operational issues related to recording, archiving, and playback.
- Monitor overall system performance: server health, CPU, memory, file systems, databases, batch jobs.
- Maintain operational documentation, including incident records, runbooks, and configuration details.
- Produce metric and status reports, including daily production health reports.
- Review and respond to client support tickets within defined SLAs.
- Troubleshoot and resolve Level 2 and Level 3 issues, including Engage application, databases, and data-centre-related issues.
- Document issues within the customer support portal.
- Provide on‑call and off‑hours support on a rotational basis.
- Work closely with cross‑functional teams (Cloud, DevOps, Product, Support) to maintain service stability.
Have you got what it takes?
- 4–8 years of experience supporting voice and data networks, including troubleshooting and maintenance.
- Strong knowledge of Microsoft operating systems, Networking, SQL, Security, and VoIP technologies.
- Experience providing production support for cloud‑based hosting environments under high‑availability SLAs.
- Telephony experience or certifications (TDM, VoIP, CTI) are an advantage.
- Experience with major PBX/ACD vendors is a plus: Avaya, Nortel, Aspect, Siemens, Cisco.
- CTI experience with solutions such as Avaya AES (TSAPI), Nortel Symposium, Aspect, Siemens CallBridge, Cisco ICM, Genesys – advantage.
- Experience with server or client m/TLS certificate updates
- Experience with AWS is a bonus.
- Experience with SBC is a bonus.
- Experience with an upgrade install of the application is a bonus.
- NICE / Verint / other recording platform experience – advantage.
- NICE certifications – strong advantage.
- Experience working in medium or large operational teams; strong team player.
- Excellent communication skills, both written and verbal.
- Experience with MSSQL and Windows scripting (PowerShell) is preferred.
- Ability to understand complex processes and data flows.
- Experience with application debugging, performance tuning, and scalability analysis.
- Familiarity with standard application security and compliance best practices.
- Strong troubleshooting and problem‑solving skills, with the ability to work independently or collaboratively.
- Ability to multitask and provide rapid support in a production environment.
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: 10269
Reporting into: Tech Manager. Cloud Operations
Role Type: Individual Contributor
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.
