Senior Cloud Operations Engineer

1 week ago

Richardson, Texas, United States NICE Full time
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.

Cloud Operations Engineer

Location:


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.

Major Functions/Responsibility

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

Basic network troubleshooting and using Wireshark, Ping, Telnet, Netstat

Familiar with AWS Instances

Windows server management and cluster management

Reading log files

Other Functions:
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, and contractual SLAs.

Provide material support for production issues that 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 activities to ensure applications function properly.

Provide on-call support for high-priority incidents.

Requirements:
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.

Experience Preferred:
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

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