Jobs at NICE

Design, operate, and optimize secure, highly available AWS cloud infrastructure, including EKS and ECS container platforms, Linux systems, and relational and NoSQL databases. Manage infrastructure as code, configuration management, observability, security controls, incident response, disaster recovery, and cloud cost optimization. Partner with engineering and platform teams to improve deployment reliability and operational efficiency while participating in on-call rotations and root cause analysis.

Provides advanced technical support for contact center software, diagnosing complex issues through logs, traces, packet captures, networking analysis, and root-cause investigation. Owns escalated customer cases, SLA performance, incident coordination, knowledge-base content, and bug reporting. Mentors support colleagues, develops training materials, collaborates with engineering and other teams, improves support processes, and occasionally provides flexible or on-call coverage.

Own strategic, high-value customer and partner accounts as the primary relationship leader. Build executive relationships, guide renewals and expansions, communicate business value, identify risks and opportunities, and coordinate Sales, Delivery, Product, governance, and technical teams. Serve as a trusted advisor to senior stakeholders while advocating for customer outcomes and commercial objectives. Regularly engage customers through meetings, calls, and travel.

Supports 24/7 service reliability through incident response, monitoring, alerting, observability, automation, and production operations. The role manages major incidents, improves runbooks and SLO-based alerting, develops scripts and self-healing tools, and supports Linux, cloud, and Kubernetes environments. It partners with engineering, infrastructure, security, and product teams to reduce operational toil and improve system availability, MTTD, and MTTR.

The Strategic Solution Engineer will engage with GSI partners to drive solution adoption, support strategic opportunities, and enhance partner sales through technical guidance and solution narratives.