Job Description

As a Sr. Cloud Ops Engineer, you will be responsible for managing various aspects of cloud solution delivery and ensuring customer satisfaction.

Requirements:

• Total years of Experience: 5 to 7yrs, Relevant experience: 2 to 3yrs.
• Excellent written and spoken English communication skills.

• Strong listening skills and ability to validate assumptions.
• Effective questioning skills to understand and solve customer problems.
• Ability to multitask and manage time efficiently.
• Ability to remain focused and calm under pressure.
• Strong record-keeping abilities.
• Ability to work independently and as part of a team, demonstrating initiative.
• Familiarity with Azure Portal and Azure services.
• Azure Administrator experience is a plus.
• Experience in generating various Cloud Reports e.g., Billing report, usage reports, etc.
• Working knowledge of PowerShell scripts

• Ability to write a PowerShell script to generate required Cloud reports.
• Proficiency in web application and services configuration management.
• Ability to understand complex Cloud Architecture.
• Experience in business application configuration and level 1 support.
• Familiarity with TEAMS and Zoom platforms and their features would be plus.
• Familiarity with capture and/or archiving applications such as Verint, Verba, ASC, Redbox, Dubber, Global Relay, Veritas, Mimecast, etc.

Desirable Skills and Certifications:

• Azure Admin (AZ-104) or Developer (AZ-204) Certification.
• Experience in managing TEAMS and/or Zoom.

Roles and Responsibilities:

Your primary duties will include: * Cloud Proof of Concept (POC) Management:

• Managing the delivery of cloud Proof of Concepts (POCs).
• Providing prompt responses to customer questions and inquiries.
• Following up on POC delivery items and documenting customer feedback.
• Professional Services Support:

• Assisting the Professional Services team in complex cloud deployments.
• Supporting integration projects, specifically with TEAMS integration.
• Providing technical account management for accounts without allocated Technical Account Managers (TAMs).
• Cloud Product Subject Matter Expertise:

• Completing all relevant product courses and staying up to date with new features.
• Developing an in-depth understanding of cloud product architecture.
• Assisting the pre-sales team by providing same-day responses to their questions.
• Ensuring continuous availability of the Sales Demo environment.
• Upgrading the Sales Demo to the latest GA version within two weeks of release.
• Supporting Professional Services in Cloud migrations from old Product version to newer.
• Service Reviews and SLA Management:

• Preparing and delivering cloud customer Service Reviews on time.
• Ensuring that SLAs are achieved for the NICE Compliance Cloud Recording service.
• Monitoring cloud usage and collaborating with finance and operations for accurate billing.
• Renewal and Billing Management:

• Achieving a 100% renewal rate for cloud contracts.
• Ensuring timely billing of cloud service overages.
• Updating and reporting monthly customer cloud usage information.

NICE Systems