Application Operations Engineer II

  • NICE Systems, Inc.
  • Salt Lake City, UT, USA
  • Jul 11, 2021

Job Description

Application Operations Engineer II Location: Salt Lake City, UT The Application Operations Engineer II works as an operational resource for a specific software application or suite of applications. This includes providing mid-level and escalation support for other groups and working to resolve production issues in conjunction with development, operational, and architectural resources

Financial Responsibilities:

  • Properly record and track projects for capitalization
  • Reduce liability to the company by:
  • Ensure operational best practices are executed
  • Ensure accuracy of data and reporting

Major Functions/Responsibilities:

  • Provide material support for production issues which cannot be resolved by lower level support resources.
  • Communicate solutions effectively to technical and non-technical peers and customers to improve capabilities of lower level support resources.
  • Works on one or more base work initiatives.
  • May participate in planning short term efforts.
  • Supports multiple systems or applications of medium to high complexity.
  • Identify operational problems by observing and studying system function and performance.
  • May participate in contributing to process and automation improvements by working with appropriate resources.
  • Follow established processes when performing work or help document and create processes as necessary.
  • Document troubleshooting steps and results in appropriate locations for historical access.
  • Handle new turn up requests and assist implementation in bringing new customers on board.
  • Identify options for automation and work with appropriate peers to implement automation.
  • Perform routine maintenance activity to ensure applications function properly.
  • Identify potential application defects and work with developers to document and resolve such issues.
  • Work with architectural and development resources to ensure proper support levels are available during and post updates.
  • Provide on call support for high priority incidents.
  • Follow the company Code of Ethics and inContact policies and procedures at all times.
  • Communicate in an effective and professional way with customers in and outside of inContact.

Required Education, Experience, and Specific Job Related Skills

Education Requirement:

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

Experience Requirements:

Skills

  • Can effectively troubleshoot supported applications effectively.
  • Can work on complex issues which may span multiple applications or environments.
  • Proactively engages with peers to discuss issues and keep stakeholders updated.
  • Service-oriented; ability to work on behalf of peers in services and development.
  • Mentors co-workers with expertise
  • Coordinates work with peers
  • Shares discoveries and best practices
  • Learns from others within the team
  • Self-Driven. Proactively looks for ways to improve systems and processes
  • Able to work with little supervision and complete tasks and projects as directed.

Experience

  • 4+ years of experience working within application or software support.
  • 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.
  • 4+ years communicating in English in a technical field.

Experience Preferred

  • Experience working with WFO related software (WFM, QM, Etc...)
  • Experience with SQL utilization, queries, etc...
  • Experience working with call centers and call center infrastructure.
  • Experience working with international customer base.

ABOUT NICE CXone: NICE CXone makes it easy and affordable for organizations around the globe to provide exceptional customer experiences while meeting key business metrics. NICE CXone provides the world's #1 cloud customer experience platform, NICE CXone CXone, combining best-in-class Omnichannel Routing, Workforce Optimization, Analytics, Automation and Artificial Intelligence on an Open Cloud Foundation. NICE CXone is a part of NICE (Nasdaq: NICE), the worldwide leading provider of both cloud and on-premises enterprise software solutions .





Equal Opportunity Employer–minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity