Work with various NICE departments (Support, Product management, R&D) and customers around the globe for end-to-end resolution of issues focusing on systemic issues and product stabilization/improvement
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
Install, configure, and upgrade production environments with a heavy emphasis on consistency and accuracy
Strong Account Management skills
Participate in knowledge transfer activities as required

Bachelor's degree in Computer Science / Software Engineering (or similar)
4+ years of experience working within application or software support and/or installation
2+ years of experience working within public or private cloud environments
2+ years of experience working in a Windows based environment including both production and personal systems
3+ years of experience working with NICE WFM products
3+ years communicating in English in a technical field
Experience working with WFO related software (WFM, QM, etc.)
Experience in Web Applications support
Experience in Database Troubleshooting and Tuning (MS SQL)
Experience in Scripting languages (Shell, PowerShell, etc.)
Experience as IT (Network and system) that worked on Server issues mainly
Strong troubleshooting and problem-solving skills
Experience in customer support serving global customers

CloudOps Engineer

Key skills