Senior Cloud Operations Engineer

Found in: Talent US C2 - 1 week ago

Sandy, 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.

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 troubleshootingRecording process and troubleshootingPlayback process and troubleshootingUnderstand System ConfigurationUser Setup/User AdminKnow how PBX Cisco, Avaya, and other integration with Engage and also ACD/SkillsCTI Integration and SIPKnows about SBC AudiocodesFamiliar with tools Powershell, Command LineBasic network troubleshooting and using Wireshark, Ping, Telnet, NetstatFamiliar with AWS InstancesWindows server management and cluster managementReading 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 issuesMaintain 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 skillsParticipate 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 expertiseCoordinates work with peersShare discoveries and best practicesLearns 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 ManagerExperience with NICE Engage support, troubleshooting, and implementation.Experience with ServiceNow, and Salesforce for ticketingExperience web application supportExperience with SQL utilization, queries, etc…Experience working with call center infrastructure

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