Vice President Cloud Services jobs at Nice in United States, Atlanta

Key Responsibilities:

• Ensuring Operability: The Lead Cloud Transformation Engineer is responsible for the overall operability of the CXone Mpower Engagement Hub voice network.
• SBC & SIP Infrastructure Management: A key responsibility is ensuring the Session Border Controller (SBC) and Session Initiation Protocol (SIP) infrastructure functions properly, reliably, and efficiently.
• Customer Provisioning & Maintenance: This role ensures customer traffic and services are provisioned and maintained effectively.
• Troubleshooting: The engineer will troubleshoot application and SIP networking issues.
• Network Growth Management: This includes installing new customers and handling escalations from other teams to manage the expansion of the Engagement Hub network.
• Process Streamlining: To ensure scalability, the Lead Cloud Transformation Engineer will streamline current processes, specifically leveraging AudioCodes SBCs.
• Collaboration: The role involves working independently and as part of a global team, demonstrating strong customer skills, and delivering quality results in a dynamic environment.

Required Skills and Expertise:

• Understanding of Cloud Platforms: Proficiency with deploying Audiocodes SBCs and OVOCs in AWS.
• Networking and Security Expertise: Strong knowledge of networking concepts (DNS, TCP/IP, HTTP) and implementing security policies and compliance standards.
• Troubleshooting & Problem Solving: Strong troubleshooting skills to diagnose and resolve complex network and application issues.
• Communication & Collaboration: Excellent communication skills to interact effectively with internal teams and external customers.

Preferred Requirements:

• 6+ years of experience working within application or software support.
• 4+ years of experience working within public or private cloud environments.
• 4+ years of experience working in a production Windows based environment.
• 6+ years communicating in English in a technical field.
• Can effectively troubleshoot supported applications effectively.
• Can work on complex issues which may span multiple applications or environments.
• Experience working with call center infrastructure

The Lead Cloud Transformation Engineer plays a crucial role in maintaining and scaling a critical part of the CXone Mpower Engagement Hub's communication infrastructure, requiring a blend of technical depth, operational efficiency, and strong interpersonal skills.

A Typical Day Might Include the Following:

• Provide direct support to NICE sales, Cloud DevOps team, NICE customer services organizations for pre- and post-sale connectivity engineering needs.
• Approve designs for sale upon customer acceptance.
• Act as a mentor for Cloud Connectivity Engineers who need design guidance.
• Assist the project teams to successfully accomplish projects and organizational goals.

• Establish and maintain strong working relationships with various departments in and outside of the company, to ensure overall order coordination success
• Attain a mastery-level knowledge of the voice and data services available through NICE. Be able to communicate their full functionality and interconnection requirements to customers and their vendors.
• Develop solutions for a wide range of complex applications. Solutions are imaginative, thorough, practical, and consistent with the organizations' objectives.
• Thoroughly document proposals for standard and customized services. Contribute to the detailed project plans and order summaries for presentation to end users and their partners.
• Act as an escalation point to resolve vendor hardware, software and application problems associated to the products and services recommended.

To Land This Gig You'll Need:

• AWS Solution Architect and Cisco Certifications are preferred
• Firm experience of AWS network services such as DX gateway, Transit GW, Virtual interfaces, SGs, NACLs, Direct connect, BGP (underlay),
• Strong experience in Routing protocols especially with BGP resiliency, and IPsec VPN (overlay).

• Advanced knowledge in architecture design and configuration of a wide array of networking and equipment including, OSI model service design with strong emphasis on Ethernet and IP architectures, VoIP Network protocols and designs (SIP, MGCP, SBC, etc), IP4 and IPv6 addressing
• Demonstrated working knowledge of telecom principles and concepts
• Proven ability to effectively communicate verbally and in writing, together with industry personnel, vendors, sales, service delivery and engineering personnel
• Requires a broad range of skills within a professional discipline to effectively perform complex assignments; demands familiarity with theories, concepts, and network principles as well as applied knowledge of established procedures, policies, and practices
• Highly organized, motivated, and self-sufficient with a desire to win

• Strong customer service and technical support skills, coupled with problem-solving, trouble shooting skills, analytical and decision-making ability
• Proficiency with Microsoft Office products: Excel, Word, PowerPoint, and Microsoft Visio

Bonus Experience:

• ​Bachelor’s degree in Electrical Engineering or related field, or equivalent work experience required.​

• ​6+ years VPN Connectivity or Cloud Network Design or Analysis
• 4+ years in a Services Delivery or Solutions Engineering role
• ​Prior experience presenting solutions to stakeholders at all levels, both in virtual and face-to-face environments
• Prior experience with installation and implementation of telephony related equipment such as PBXs, Routers, Firewalls, Switches, etc.

How will you make an impact?

• Customer Onboarding. Implementation, Test & Verification:
• Guide clients through the setup and configuration of our software solutions.
• Customize solutions to meet specific operational and technical business needs.
• Design and implement solutions based on customer requirements, ensuring effective data mapping into our enterprise cloud solution (Azure), including correlation, filtering, access control, performance, and user preferences.
• Test and verify data quality, workflows, and user experience
• Technical Consulting:
  • Provide expert advice on best practices for utilizing our products effectively.
  • Assist clients in designing workflows, integrations, and infrastructure tailored to their requirements.

• Integration & Automation:
  • Connect our solutions with other systems (e.g., APIs, databases, third-party tools) for seamless operation.
  • Automate processes to enhance efficiency and streamline client operations.

• Use scripting skills and light coding to enhance system integration, data transformations, and automation.
• Conduct basic querying of databases (Microsoft SQL) and utilize Elastic Search for data analysis and management

• Training & Enablement:
  • Working in parallel with Project Management and Value Realization teams, ensure clients are empowered to maximize the value of NiCE solutions to lead the customer through a digital transformation of their organization.

Have you got what it takes?

• At least 3 years of proven experience in a customer-facing technical role, preferably in SaaS or cloud services.
• Excellent problem-solving skills with the ability to troubleshoot complex technical systems.
• Outstanding communication skills, capable of engaging both technical and non-technical stakeholders.
• A service-oriented mindset with a focus on customer success and satisfaction.
• Experience with scripting in Linqpad, Powershell or similar
• Experience with basic querying of databases (Microsoft SQL) and Elastic Search
• Experience in data migration and/or transformation
• Knowledge of Entra ID single-sign-on, Windows and Azure server and client technology
• Knowledge in cloud platforms (AWS, Azure, GCP), APIs, and networking.
• Time-management to prioritize and switch between varied tasks
• Focused and calm under pressure and with customers
• Careful record keeping
• Able to use initiative and to work effectively both independently and as part of a team
• Ability to obtain security clearances (CJIS); candidates must be U.S. citizens
• Bachelors degree or Masters Degree is preferred

You will have an advantage if you also have:

• Experience/knowledge of CCaaS, CX, and Conversational Ai solutions.
• Experience/knowledge of the public safety sector.

Individual

How will you make an impact?

• Customer Onboarding. Implementation, Test & Verification:
• Guide clients through the setup and configuration of our software solutions.
• Customize solutions to meet specific operational and technical business needs.
• Design and implement solutions based on customer requirements, ensuring effective data mapping into our enterprise cloud solution (Azure), including correlation, filtering, access control, performance, and user preferences.
• Test and verify data quality, workflows, and user experience
• Technical Consulting:
  • Provide expert advice on best practices for utilizing our products effectively.
  • Assist clients in designing workflows, integrations, and infrastructure tailored to their requirements.

• Integration & Automation:
  • Connect our solutions with other systems (e.g., APIs, databases, third-party tools) for seamless operation.
  • Automate processes to enhance efficiency and streamline client operations.

• Use scripting skills and light coding to enhance system integration, data transformations, and automation.
• Conduct basic querying of databases (Microsoft SQL) and utilize Elastic Search for data analysis and management

• Training & Enablement:
  • Working in parallel with Project Management and Value Realization teams, ensure clients are empowered to maximize the value of NiCE solutions to lead the customer through a digital transformation of their organization.

Have you got what it takes?

• At least 3 years of proven experience in a customer-facing technical role, preferably in SaaS or cloud services.
• Excellent problem-solving skills with the ability to troubleshoot complex technical systems.
• Outstanding communication skills, capable of engaging both technical and non-technical stakeholders.
• A service-oriented mindset with a focus on customer success and satisfaction.
• Experience with scripting in Linqpad, Powershell or similar
• Experience with basic querying of databases (Microsoft SQL) and Elastic Search
• Experience in data migration and/or transformation
• Knowledge of Entra ID single-sign-on, Windows and Azure server and client technology
• Knowledge in cloud platforms (AWS, Azure, GCP), APIs, and networking.
• Time-management to prioritize and switch between varied tasks
• Focused and calm under pressure and with customers
• Careful record keeping
• Able to use initiative and to work effectively both independently and as part of a team
• Ability to obtain security clearances (CJIS); candidates must be U.S. citizens
• Bachelors degree or Masters Degree is preferred

You will have an advantage if you also have:

• Experience/knowledge of CCaaS, CX, and Conversational Ai solutions.
• Experience/knowledge of the public safety sector.

Individual

How will you make an impact?

• Managing multiple, parallel projects through solution delivery using formal project planning techniques, including customer meetings, project plans, and action trackers.
• Assisting the customers in understanding the decisions they need to make and their responsibilities in ensuring project success
• Using formal project planning/management applications and tools such as GANTT charts; defines and manages timelines, actions and activities; and understands the critical path of a project
• Ensuring project documentation is completed by all parties.
• Providing daily direction, motivation, and support to project team.
• Facilitating discussion of technical aspects of solution with the customer, solution architect and other stakeholders, ensuring a timely resolution of any issues or unexpected events.
• Planning project contingencies and anticipates variations that may affect resources, successful implementation, and revenue recognition.
• Identifying and categorizing acceptable levels of risk and potential impact of risk factors.
• Managing customer escalations and raises issues internally to avoid or mitigate customer escalations.
• Acting as liaison with other departments
• 5% or less travel

Have you got what it takes?

• BS/BA degree with relevant experience in Project Management, Consulting, Computer Science, Information Systems, or other applicable technical field. Or relevant experience.
• Project Management certification (PMI preferred).
• Minimum 3-5 years’ experience in project planning/management for SaaS deployment or other relevant technology.
• Understanding of Justice Information systems such as case management
• SaaS and Cloud systems experience.
• Must possess strong communication and organizational skills and be capable of providing written and oral feedback in a timely manner.
• Excellent analytical and problem-solving skills.
• Process-oriented and able to meet rigorous documentation requirements.
• Able to partner and align with clients delivering added value in every touch point of the relationship.
• Able to develop, drive, and contribute to a high-performance team.
• Manages client relationships and individual engagements with a strong focus on excellence.
• High level of accountability at the individual level; service and support that exceeds client needs.
• Provides recognition of employee contributions to drive individual and team performance.
• Is self-motivated to strive for professional excellence in all aspects of work.

You will have an advantage if you also have:

• Experience/knowledge of CCaaS, CX, and Conversational Ai solutions.
• Experience/knowledge of the public safety sector.

Individual

How will you make an impact?

• Customer Onboarding. Implementation, Test & Verification:
• Guide clients through the setup and configuration of our software solutions.
• Customize solutions to meet specific operational and technical business needs.
• Design and implement solutions based on customer requirements, ensuring effective data mapping into our enterprise cloud solution (Azure), including correlation, filtering, access control, performance, and user preferences.
• Test and verify data quality, workflows, and user experience
• Technical Consulting:
  • Provide expert advice on best practices for utilizing our products effectively.
  • Assist clients in designing workflows, integrations, and infrastructure tailored to their requirements.

• Integration & Automation:
  • Connect our solutions with other systems (e.g., APIs, databases, third-party tools) for seamless operation.
  • Automate processes to enhance efficiency and streamline client operations.

• Use scripting skills and light coding to enhance system integration, data transformations, and automation.
• Conduct basic querying of databases (Microsoft SQL) and utilize Elastic Search for data analysis and management

• Training & Enablement:
  • Working in parallel with Project Management and Value Realization teams, ensure clients are empowered to maximize the value of NiCE solutions to lead the customer through a digital transformation of their organization.

Have you got what it takes?

• At least 3 years of proven experience in a customer-facing technical role, preferably in SaaS or cloud services.
• Excellent problem-solving skills with the ability to troubleshoot complex technical systems.
• Outstanding communication skills, capable of engaging both technical and non-technical stakeholders.
• A service-oriented mindset with a focus on customer success and satisfaction.
• Experience with scripting in Linqpad, Powershell or similar
• Experience with basic querying of databases (Microsoft SQL) and Elastic Search
• Experience in data migration and/or transformation
• Knowledge of Entra ID single-sign-on, Windows and Azure server and client technology
• Knowledge in cloud platforms (AWS, Azure, GCP), APIs, and networking.
• Time-management to prioritize and switch between varied tasks
• Focused and calm under pressure and with customers
• Careful record keeping
• Able to use initiative and to work effectively both independently and as part of a team
• Ability to obtain security clearances (CJIS); candidates must be U.S. citizens
• Bachelors degree or Masters Degree is preferred

You will have an advantage if you also have:

• Experience/knowledge of CCaaS, CX, and Conversational Ai solutions.
• Experience/knowledge of the public safety sector.

Individual

How will you make an impact?

• Overall responsibility throughout the project lifecycle including requirements definition, business analysis, design, implementation, testing and deployment
• Manage all project tasks including schedules, budgets, and resources, to ensure that quality solutions are delivered within time and cost constraints
• Build and manage client relationships
• Mentor staff with a hands-on approach and foster a learning and growth environment
• Actively transform business requirements into creative business solutions using existing products and new ideas that demonstrate out-of-the-box thinking
• Prepare project status reports and presentations to keep management, customers and others informed of the project status and issues

Have you got what it takes?

• Minimum of 5 years, hands-on, technology experience – A MUST
• Minimum of 2 years project management consulting experience for a software vendor
• Proven experience managing several major projects involving diverse operations and technology groups
• Financial securities industry experience including Risk Management, Compliance. AML
• NICE Actimize experience - A PLUS
• Strong problem solving skills
• Proven ability to negotiate and influence business decisions and directions
• Excellent organizational skills
• BA degree
• Ability to travel 25% of the time

You will have an advantage if you also have:

• Experience/knowledge of Actimize solutions.

Director, Client Services Project Management, Actimize

Individual Contributor