Lead NOC Engineer, CX

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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.

So, what’s the role all about?

Our NOC Engineers ensure the maximum possible service availability and performance for all CX products.

As Lead NOC Engineer, you will provide support for Technical Support, R&D, Product, and other internal teams while also providing a central hub of communication regarding the status and ongoing events within the network and platform. This is achieved by routine preventative and reactive tasks related to network and platform activity, creating, reviewing, and updating documentation as needed, and providing clear communication to stakeholders throughout the organization.

How will you make an impact?

• Responsible for troubleshooting Cloud Systems, and Network platform issues from a server-side perspective.

• Validates and tests all NICE CX products and platforms.
• Performs routine health checks over and above automated monitoring to ensure the quickest detection time for service affecting issues.
• Responds to any number of alarms, alerts, or abnormal behaviors detected through reactive or proactive monitoring.
• Wiki/KnowledgeBase resources.
• Works with both internal and external teams to assist in escalated troubleshooting for issues relating to NICE CX products and platforms.
• Interfaces with internal product teams to ensure the NOC remains current on new and planned product additions or updates.
• Familiar with industry standard tools such as IP Monitor, SolarWinds, and BMC in addition to a set of internal custom tools used in network management.
• Performs duties in a flexible fashion as the Network Operations Center is open 24x7x365.25.
• Other duties as assigned

Have you got what it takes?

• Associate degree in Computer Sciences, Information Technology, Information Services, or equivalent work experience.
• 5+ years experience working in a technical or support role within telecommunications, data network, or application server environments.
• Demonstrated understanding of network topologies, Windows server-client environments, and telecommunication environments with a focus on SIP.
• Understanding of packet analysis and packet capture utilities.
• Confident and goal-oriented attitude with an ability to set and meet short and long-term objectives.
• Experience in creating, utilizing, and maintaining technical documentation.
• Experience working in a Windows server environment as it relates to server and software management tasks.
• Ability to harvest and disseminate information in both formal and informal training environments.

You will have an advantage if you also have:

• At least 2 years people management (team leader experience)
• Experience working with SaaS/cloud-based software environments.
• Experience with VoIP implementation and support, specifically configuration of SIP End points and troubleshooting SIP telephony challenges.
• Experience working with firewalls in general.
• Experience working with BMC.
• Experience working with applications driven by .NET, SQL, and other common Microsoft technologies.
• Experience with troubleshooting and identifying issues within data networks as it relates to SIP and software applications.
• Expertise with VoIP Gateways, SS7 Controllers, and soft switches.
• Comprehensive knowledge of TCP/IP, EIGRP, BGP, OSPF, telecom circuits ranging from DS-0 through OC-12.
• Experience with War Room situation participation and situation management analysis
• ITIL Foundation certification and experience within an ITIL Organization.

What’s in it for you?

Join an ever-growing, market-disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr!

Requisition ID: 8602

Reporting To: NOC Manager

Role Type: Individual Contributor

*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.