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.
Lead Cloud Transformation EngineerThe Lead Cloud Transformation Engineer works as an operational resource for a specific software application or suite of applications and accompanying infrastructures. This includes 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/ResponsibilitySupports NICE Engage and Multi-ACD
- Understand AudioCodes Configurations and work with AudioCodes for resolutions and bug fixes.
- Know how PBX Cisco, Avaya and others work and integrate
- CTI Integration and SIP troubleshooting.
- Familiar with tools like Powershell and how they can help automate processes.
- Advanced network troubleshooting using tools with a deep understanding of SIP.
- Familiar with AWS and Azure and how to deploy SBC's, OVOCs.
- Understand HA.
- Strong troubleshooting skills.
Other Functions:
- Follow architectural design to install, configure and validate the system build.
- Work with various NICE departments 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.
- Participate in knowledge transfer activities as required.
- Work in accordance with NICE support process, procedures, contractual SLA's.
- 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 activity to ensure applications function properly.
- Participate in an on-call rotation.
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 which 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.
- Mentor co-workers with expertise
- Coordinate work with peers
- Share discoveries and best practices
- Learn 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, troubleshooting and implementation.
- Experience with ServiceNow for ticketing
- Experience with applications support
- Experience with SQL utilization, queries, etc...
- Experience working with call center infrastructure
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.
