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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.

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``` - 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.

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``` - 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, O OC, 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

Equal Opportunity Employer - minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity