Cloud Operations Engineer

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.

Location: Cochabamba, Bolivia. Hybrid 2 per week at the office.

The Cloud Operations Engineer works as an operational resource for a specific software application or suite of applications, including cloud platforms such as AWS, Azure, and GCP. The engineer also provides mid-level and escalation support for other groups and works to resolve production issues in conjunction with development, operational, and architectural resources

Major Functions/Responsibility

Automate redundant tasks in a secure fashion with tools such as Python, CloudFormation, Terraform, and other common IaC tools.

Document processes and procedures for new IaC and automation.

Support IAM for cloud access groups, accounts, roles, and permissions.

Review cloud capacity, audit ghost infrastructure, manage and optimize utilization costs.

Participate in SOC 2 and PCI audits, and ensure all controls are followed as per platform.

Coordinate operational work across teams to improve the platform with minimal impact.

Works closely with Engineering, QA, DevOps, DB, and other operational teams.

Collaborate with Engineering and Product teams to implement solutions to support Operations vision and strategy, contribute to infrastructure reliability by proactively identifying problems or ideas for improvement.

Minimize our mean time to resolve incidents by reacting to monitoring alerts, trouble tickets or incidents in a timely manner.

Participate in developing monitoring dashboards and alerts, to improve our ability to detect and understand problems

Grow and develop inContact overall experience with current and emerging cloud technologies.

Contribute to long-term objectives for execution on strategic vision for inContact Platform.

Perform detailed analysis of issues within the production and pre-production environments.

Ensures Operational Supportability standards are being adhered to during development process; works with dev teams to fulfill those requirements.

Assists the Technical Support and Operations (NOC) teams with customer escalations and operational issues, providing insight in advanced questions and solutions. Acts as a point of escalation for both teams for product-specific issues.

Creates bug reports and application optimization recommendations for the Engineering teams.

Responds to infrastructure escalations impacting the production environment.

Root-cause complex problems and involve multiple stakeholders, network, hardware and software that relate to scaling and performance

Ensure proper monitoring, alerting, capacity planning and reporting in the production environment.

Education Requirement:

Bachelor’s degree in Computer Science, Business Information Systems or related field or equivalent work experience is required

Experience Requirement:

5+ years of experience in similar role

AWS IAM configuration and security including compute, storage, network, and database.

CloudFormation, Terraform and GIT

An ideal candidate will have a combined skill set of technical aptitude, superior troubleshooting, and excellent communication/collaboration skills

Knowledge and proficiency with a variety of DevOps and automation tools

Strong troubleshooting skills with the ability to analyze data from multiple sources (logs, system, application)

Great at writing scripts for automation using Python, PowerShell, or other common scripting languages.

Strong experience working in public cloud environments (AWS and Azure) and working knowledge of troubleshooting issues with AWS services

Strong people/communication skills that allow cloud operations engineer to interact with in-person and remote teams.

Experience Preferred:

AWS, Azure, GCP

Python, CloudFormation, Terraform, Git, Spacelift

Okta administration

MS Visual Studio

Experience working with call centers and call center infrastructure

Experience working with international customer base

#LI-Hybrid

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.