Jobs at Nice in United Kingdom, Southampton

Software Developer

● Be able to communicate effectively, including via email, instant message, phone and video conferencing tools.
● Be fierce in your pursuit of product quality.
● Be an excellent problem solver with an active interest in the latest design and development tools and technologies.
● Be knowledgeable and enthusiastic about process.

● Design, implementation and developer-level test of UI, server and interface components, using C# in multi-threaded, multi-server environments.
● Ensuring your code takes into account the concerns of security, scalability, compatibility and maintainability.
● Performing testing of your work, fixing defects and helping to resolve customer support cases.

● Solid experience developing ASP.NET web applications in C# using Visual Studio/Visual Studio Code
● Experience working in collaborative multidisciplinary teams
● Experience creating maintainable code and using source control solutions such as Azure DevOps, GIT or similar
● Experience of unit and automated testing using tools such as NUnit, Jasmine and Selenium
● Solid understanding of the principles of network security, authentication and authorization
● Experience of working with databases using Entity Framework
● Good knowledge of SOLID principles
● Experience creating RESTful APIs and ensuring API extensibility
● Experience of SOA (service oriented architectures)

You will have an advantage if you also have:

● Cloud experience (Azure)
● Containers (docker, K8s)
● Security best practice (OWASP top ten)
● OpenIDConnect/Identity server
● Micro service architecture
● MS SQL Server
● Azure DevOps, TeamCity
● Infrastructure as Code (Bicep, ARM templates, Terraform)

● BSc in Computer Science/Software Engineering or equivalent

Have you got what it takes?

• Be able to communicate effectively, including via email, instant message, phone and video conferencing tools.
• Be fierce in your pursuit of product quality.
• Be an excellent problem solver with an active interest in the latest test tools and technologies.
• Be knowledgeable and enthusiastic about process.
• Automated and manual test of complex web applications and server-side components
• Test planning, test case design and execution, within a disciplined Agile process
• Set-up, configuration and maintenance of test environments
• Configuration of test data
• Fault replication and analysis, and testing of software fixes
• Non-functional testing (performance, security, accessibility etc)
• Interfacing with various R&D groups and with support tiers
• Have significant experience of automating tests and test environments
• Have practical knowledge of C#, Web API testing, Azure portal
• Have practical knowledge of software testing methodologies, with an emphasis on Agile testing.
• Be process oriented with good attention to detail
• Follow a structured and analytical approach, with good troubleshooting skills.

You will have an advantage if you also have:

• ISTQB/ISEB qualifications
• Practical experience of:
• SQL Server and SQL administration
• Elasticsearch/Kibana
• JavaScript
• GIT
• Azure
• Knowledge of Fiddler, Azure DevOps/TFS, Visual studio, JMeter
• Experience in Security or Performance non-functional testing
• Experience of WCAG (assistive technologies)
• Degree or equivalent qualification in relevant subject

Requisition ID: 8246.
Reporting into: Group Lead, Engineering.
Role Type: Individual Contributor

How will you make an impact?

• Provide hands-on technical guidance and operational leadership to the UK and EU cloud platforms and infrastructure teams to ensure smooth and reliable service delivery.
• Manage a team of cloud engineers, NOC engineers, and information security engineers within the EMEA region, promoting teamwork, professional development, and strong individual performance.
• Act as a key point of contact between EMEA-based teams and global stakeholders, ensuring regular communication and progress tracking on shared initiatives.
• Support the delivery of high-quality cloud infrastructure services by maintaining uptime, security, and performance standards in the EMEA region.
• Assist in maintaining monitoring, alerting, and cost-optimization tools and processes to improve system reliability and performance.
• Collaborate with global delivery teams in the US to identify opportunities to take on delivery tasks from EMEA and contribute to improving customer satisfaction and delivery timelines.
• Work with CXone engineering teams in the UK, US, Philippines, and Pune to assist in troubleshooting and resolving infrastructure issues.
• Maintain strong internal and external communications, keeping stakeholders informed and engaged.
• Track and report on team performance using KPIs, providing regular updates to senior leaders.
• Serve as the first point of escalation for technical issues within your team and help resolve or escalate as appropriate.
• Plan, organize, and prioritize tasks and respond to critical situations effectively.
• Contribute to the team knowledge base, document solutions, and support the onboarding and development of team members.
• Assist with performing changes to production environments and escalate issues when necessary to ensure timely resolution.
• Help coordinate cross-functional efforts within the EMEA team, supporting operational goals and project execution.
• Assist with hiring and managing team members' performance and development, in collaboration with HR and senior management.

Have you got what it takes?

• 6–8 years of progressive experience in cloud operations or infrastructure support, including people management or team lead responsibilities.
• Experience managing teams of 5–15 employees across infrastructure and support functions.
• Working technical knowledge of cloud platforms (Azure, AWS); relevant certifications are a plus.
• Familiarity with monitoring and observability tools (e.g., AWS Monitor, Prometheus, Grafana, Elasticsearch).
• Understanding of NOC operations, DevOps practices, and system administration.
• Practical experience with databases and data management is a plus.
• Knowledge of ITIL processes and general IT service management frameworks.
• Strong verbal and written communication skills; able to communicate clearly with technical and non-technical stakeholders.
• Proactive problem-solver with strong ownership of issues from start to finish.
• Willingness to work flexible hours in response to critical production issues.
• Collaborative mindset and ability to build strong working relationships across teams and regions.

The primary focus will be providing expert insight and analysis of complex support and integration issues, escalated by our regional T2/3 support teams. This role will be required to deliver scripts, tooling, documentation, knowledge articles and guidance to the regional teams to reduce the ongoing effort required to support our products.

How will you make an impact?

• Develop subject matter expertise in our core technologies and services.
• Use tools to pull and effectively analyse logs, traces, and other telemetry to determine the root cause of issues.
• Provide root cause correction, not just symptom relief. Ensure that all facets of the problem are evaluated to eliminate recurrence of the issue.
• Identify, document, and report issues with software, design, reliability, and maintenance issues to the relevant teams, ensuring that they are aware of and are addressing customer expectations.
• Collaborate and help build utilities and tools for internal use that enable you and your fellow Engineers to operate safely at high speed / wide scale.
• Work effectively with staff in all areas of the business, escalating when appropriate to management and/or R&D and Cloud Operations.
• Proactively pull cases from the queue based upon your skills and abilities, and work cases that are increasingly challenging to develop and sharpen your skills.

Have you got what it takes?

• 5+ years of experience in cloud support.
• Excellent technical and analytical skills.
• Experience and in-depth knowledge of data handling and MS SQL.
• Experience of Programming or Advanced Scripting (C#, PowerShell, etc.)
• Experience querying API’s (REST, SOAP) and processing the output.
• Experience working on Production and Test customer systems.
• Exposure to SOA applications and services.
• Exposure to commercial cloud providers (Ideally Azure, others considered)
• Efficient, effective and respectful communication skills both with customers and within internal departments. Including,
• Good listener, able to identify and validate assumptions.
• Able to use effective questioning to confirm understanding of a customer problem and then provide help to solve it.
• Methodical troubleshooting, technical skill and attention to detail used in diagnosing problems and reproducing issues in a local environment.
• Multi-tasking and time-management to prioritise and switch between varied tasks.
• Be flexible with working hours when needed to address critical or urgent matters.
• Will require to currently hold, or be eligible for, security clearance (NPVV3 and SC).

This job description is not intended to be all-inclusive, and you will also perform other reasonable related business duties as assigned by your immediate supervisor and other management as required. We may revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.

Individual Contributor

We are looking for a talented Architect and Software Developer to join our team. You must:

• Be able to communicate effectively, including via email, instant message, phone, and video conferencing tools.
• Be fierce in your pursuit of product quality.
• Be an excellent problem solver with an active interest in the latest design and development tools and technologies.
• Be knowledgeable and enthusiastic about process.

You will be responsible for:

• Owning the architecture, and carrying out design, implementation, and developer-level test, of UI, server, and interface components, using C#, in on-premise, multi-threaded, multi-server environments.
• Leading technical decisions on architectural direction using a collaborative, team-based approach.
• Ensuring the architecture takes into account the concerns of security, scalability, compatibility, and maintainability.
• Performing testing of your work, fixing defects, and helping to resolve customer support cases.
• Ensuring that the team adheres to the architectural direction and standards.
• Mentoring and coaching team members in architecture practices and issues.
• Liaising with Product Management during planning sessions.

Have you got what it takes?

• Solid experience developing applications in C# using Visual Studio/Visual Studio Code.
• Proven track record of breaking down complex market requirements into secure, scalable and resilient system designs.
• Experience with multi-tenant cloud solutions.
• Experience working in collaborative multidisciplinary teams.
• Experience creating maintainable code and using source control solutions such as DevOps, GIT or similar.
• Experience of unit testing, code reviews, and other product quality disciplines.
• Solid understanding of the principles of network security, authentication, and authorization.
• Experience of working with databases using Entity Framework or similar.
• Good knowledge of SOLID principles.
• Experience creating RESTful APIs and ensuring API extensibility.

You will have an advantage if you also have:

• Security best practice (OWASP top ten)
• MS SQL Server
• DevOps, TeamCity
• Windows services
• WCF
• Experience developing applications in C++ using Visual StudioWill be essential to have some C++ experience in the team.

Manager, Engineering

Individual Contributor

How will you make an impact?

• Implementing and supporting custom deployments and integration of various NiCE product suites for clients.
• Working on non-standard configuration requests, manual database and file manipulations and other advanced system adjustments.
• Working effectively with staff in all areas of the business, escalating when appropriate to management and/or R&D. Taking into account technical and commercial relationships with end users, partners and service providers.
• Accurately tracking effort on tasks - recognizing scope and effort variances early, evaluating impact and raising issues as appropriate.
• Using best practice methods, quality standards, and guidelines on all project phases.

Key personal attributes:

• Comfort working as part of a distributed team
• Working with minimal guidance once trained
• Comfort communicating with customers at all levels
• Excellent written and verbal communications in English
• Excellent problem solver and ability to work under pressure

Have you got what it takes?

• System/implementation engineering for complex data driven solutions
• Scripting (PowerShell / .Net / C#/Java, etc.)
• APIs (REST, SOAP) including interfacing with Postman or Fiddler
• Data handling, including RDBMS (MS SQL)
• Technical and analytical skills
• Windows server/client
• Efficient, effective and respectful communication skills both with customers and within internal departments. Including:
• Listening, ability to identify and validate assumptions.
• Ability to use effective questioning to confirm understanding of a customer problem and then provide help to solve it
• Delivery of technical information (written and verbal) to customers of varying technical expertise and experience
• Methodical troubleshooting, technical skill and attention to detail used in diagnosing problems and reproducing issues in a local environment
• Multi-tasking and time-management to prioritize and switch between varied tasks

You will have an advantage if you also have

• Programming (e.g. C#)
• .Net framework
• MS Azure Cloud technologies (or equivalent)
• Policing or criminal justice sector within an IT environment

NOTE – Successful candidates will need to have been in the UK for 5 years and eligible for obtaining NPPV3 + Security Clearance.

Requisition ID:7532.

Reporting into:Group Lead, QA Engineering.

Individual Contributor.

How will you make an impact?

• Demonstrate deep subject matter expertise in our core technologies, as well as at least one other technology specialty, and develop expertise in a second area of specialty.
• Provide advanced technical support to customers via phone, online, chat, and email and use tools and advanced expertise to pull and effectively analyse logs, traces, packet captures, etc. to determine root cause of issues.
• Demonstrate professional, assertive, articulate, and friendly verbal and written communication in all aspects of your work. Take full ownership of all communication needs related to the management of troubleshooting efforts internally and externally, building confidence across all customers and stakeholders that we are progressing properly towards resolution.
• Effectively mentor colleagues on their communication, troubleshooting, process, product knowledge and case work.
• Encourage productive debate and discussion with colleagues to more thoroughly analyse and resolve problems.
• Be influential in improving procedures and processes that improve our efficiency and effectiveness.
• Ensure that each case that you own is progressing according to the response and resolution targets as specified in our Service Level Agreements (SLA). Assist colleagues in accelerating their cases toward timely resolution.
• Provide root cause correction, not just symptom relief. Ensure that all facets of the problem are evaluated to eliminate the recurrence of the issue. Exemplify tenacity in resolving core issues that fully resolve problems and assist peers in doing the same.
• Proactively manage personally assigned and cases from the queue based upon severity and priority of each issue and your skills and ability to resolve.
• Open and monitor incidents created with 3rd party providers. Work with other internal stakeholders to improve our interactions and success in handling these incidents.
• Obtain and maintain certification as a Knowledge-Cantered Service (KCS) Publisher, create useful knowledge content, and update existing knowledgebase articles using KCS methodology. Provide coaching to others on KCS best practices.
• Identify, document, and report issues with software, design, reliability, and maintenance issues to the proper teams, ensuring that they are aware of and are addressing customer expectations. Gather, validate, and document all pertinent details related to an issue believed to be a bug to enable the receiving R&D resource to duplicate the issue easily and rapidly. Work with R&D as needed during isolation, correction, and implementation of any delivered resolution.
• Develop and maintain consistent and exemplary performance on all key performance indicators, modelling a higher-level achievement for level 1 Technical Support Engineers as well as your peers at the same job level.
• Properly de-escalate customers through expert communication and resource engagement, ensuring that all customers that you influence are receiving excellent service. Expected to handle more complex and escalated cases.
• Demonstrate a deep understanding of networking technologies and how they are utilized by our products, platform, and customers. Expert at reading and analying network and other technical diagrams to aid in problem diagnosis and resolution, and often provide mentoring to colleagues to improve their technical abilities.
• Provide training to colleagues in real time as you perform your work and assist them in being successful in their roles. Develop training materials, best practice documentation, and other resources that will help others, including customers, to be more successful with our products.
• While a consistent work schedule is a norm, the ability to work a flexible schedule and provide on-call services is needed from time to time.

Have you got what it takes?

• 2+ years’ work experience in a technical customer service role, preferably in a technical support capacity.
• Minimum of three years of experience working with and advanced knowledge of technologies such as SaaS, telecommunications, contact centre software, networking technologies such as TCP/IP, HTTP, SFTP, scripting, load balancers, proxies, firewalls, and Relational Databases (MSSQL, Oracle, MySQL).
• Excellent technical, analytical, and problem-solving skills for diverse and complex issues in high-pressure, complex, SaaS multi-platform/system/vendor environments.
• Excellent professional, written and verbal communications skills with the ability to capture all details in written form during conversations. Communication is assertive, articulate, and friendly while building confidence across all stakeholders you work with.
• Time management skills that allow you to work in a highly influential manner in an interrupt-driven environment. Ability to multi-task and maintain professional composure during stressful situations, prioritizing your activities appropriately.
• Superior analytical and problem-solving skills while managing diverse and complex issues in high-pressure, complex, multi-platform/system/vendor environments.
• Proven ability to utilize, create and update knowledgebase resources in the course of your work.
• Proven ability to drive escalated customer problems to resolution utilizing appropriate internal and external resources.
• Ability to communicate effectively across all company teams such as Product Management, Research and Development, Quality Assurance, Professional Services, and Executive/Senior Management teams to resolve technical issues.
• Industry experience including understanding of the contact centre business, as well as general market and business trends.
• Understanding of networking technologies and telecommunications architecture (PBX, Carriers, VoIP).
• Demonstrated ability to work independently as part of a larger team.
• Ability to excel in a fast-paced, agile environment with assertiveness, critical thinking, and strong problem-solving skills.
• Ability to adapt quickly to change, think on your feet, communicate positively and work proactively.

You will have an advantage if you also have:

• Ability to troubleshoot VoIP, telephony/telecom technologies, DS3, Ethernet, OC-X, 1+ and toll-free services.
• Experience in a technical support role in a software or telecommunications environment.
• Workforce Management software and/or outbound dialler experience.
• Web Services and API knowledge and understanding of conceptual use.
• Competent in database and SQL concepts.

Education Requirement:

Bachelor’s degree in computer science, Business Information Systems, Networking or a similar field, or equivalent work experience required.

Reporting into: Director, Professional Services.

Role type: Individual contributor.