Senior NOC Engineer, CX

Who you are

You have a strong background in network operations and cloud systems, with experience troubleshooting complex issues from a server-side perspective. You understand the importance of service availability and performance, and you are skilled in validating and testing cloud products and platforms. Your communication skills allow you to effectively liaise with various internal teams, ensuring that everyone is informed about network status and ongoing events.

You are proactive in your approach, performing routine health checks beyond automated monitoring to quickly detect service-affecting issues. You are familiar with creating, reviewing, and updating documentation, and you understand the significance of maintaining a comprehensive knowledge base for both internal and external stakeholders. Your experience in a NOC environment has equipped you with the ability to respond to alarms, alerts, and abnormal behaviors efficiently.

Desirable

Experience with specific CX products and platforms is a plus, as is familiarity with industry-standard monitoring tools. You thrive in collaborative environments and are eager to assist in escalated troubleshooting efforts, working closely with product teams to stay current on new developments.

What you'll do

As a Senior NOC Engineer at NICE, you will play a critical role in ensuring the reliability and performance of our CX products. You will be responsible for troubleshooting cloud systems and network platform issues, validating and testing all NiCE CX products. Your day-to-day tasks will include performing routine health checks and responding to alarms and alerts, ensuring that any service-affecting issues are addressed promptly.

You will act as a central hub of communication regarding network status, providing clear updates to stakeholders throughout the organization. Your role will involve collaborating with Technical Support, R&D, and Product teams to facilitate effective troubleshooting and resolution of issues. You will also be tasked with creating and maintaining documentation that supports operational excellence and knowledge sharing.

In addition to your technical responsibilities, you will contribute to the continuous improvement of processes within the NOC. This may involve identifying areas for enhancement in monitoring practices or suggesting new tools that could improve service delivery. Your insights will be valuable in shaping how the NOC operates and interacts with other teams.

What we offer

At NICE, we pride ourselves on fostering a culture of innovation and excellence. You will have the opportunity to work with a talented team of professionals who are dedicated to pushing the boundaries of what is possible in the CX space. We offer competitive compensation and benefits, as well as opportunities for professional growth and development. Join us in our mission to deliver exceptional service and support to our clients, and be part of a company that values your contributions and encourages your career advancement.