דרושים ב-Nice ב-Australia, Sydney

***This role requires 24x7x365 rotational rosters, including on-call, weekend and holiday coverage***

Our NOC Engineers ensure the maximum possible service availability and performance for all CX products. You will provide support for Technical Support, R&D, Product, and other internal teams while also providing a central hub of communication regarding the status and ongoing events within the network and platform. This is achieved by routine preventative and reactive tasks related to network and platform activity, creating, reviewing, and updating documentation as needed, and providing clear communication to stakeholders throughout the organization.

How will you make an impact?

• Responsible for troubleshooting Cloud Systems, and Network platform issues from a server-side perspective.
• Validates and tests all NICE CX products and platforms.
• Performs routine health checks over and above automated monitoring to ensure the quickest detection time for service affecting issues.
• Responds to any number of alarms, alerts, or abnormal behaviors detected through reactive or proactive monitoring.
• Wiki/KnowledgeBase resources.
• Works with both internal and external teams to assist in escalated troubleshooting for issues relating to NICE CX products and platforms.
• Interfaces with internal product teams to ensure the NOC remains current on new and planned product additions or updates.
• Familiar with industry standard tools such as IP Monitor, SolarWinds, and BMC in addition to a set of internal custom tools used in network management.
• Performs duties in a flexible fashion as the Network Operations Center is open 24x7x365.25.
• Other duties as assigned

Have you got what it takes?

• Associate degree in Computer Sciences, Information Technology, Information Services, or equivalent work experience.
• 5+ years experience working in a technical or support role within telecommunications, data network, or application server environments.
• Demonstrated understanding of network topologies, Windows server-client environments, and telecommunication environments with a focus on SIP.
• Understanding of packet analysis and packet capture utilities.
• Confident and goal-oriented attitude with an ability to set and meet short and long-term objectives.
• Experience in creating, utilizing, and maintaining technical documentation.
• Experience working in a Windows server environment as it relates to server and software management tasks.
• Ability to harvest and disseminate information in both formal and informal training environments.

You will have an advantage if you also have:

• Experience working with SaaS/cloud-based software environments.
• Experience with VoIP implementation and support, specifically configuration of SIP End points and troubleshooting SIP telephony challenges.
• Experience working with firewalls in general.
• Experience working with BMC.
• Experience working with applications driven by .NET, SQL, and other common Microsoft technologies.
• Experience with troubleshooting and identifying issues within data networks as it relates to SIP and software applications.
• Expertise with VoIP Gateways, SS7 Controllers, and soft switches.
• Comprehensive knowledge of TCP/IP, EIGRP, BGP, OSPF, telecom circuits ranging from DS-0 through OC-12.
• Experience with War Room situation participation and situation management analysis
• ITIL Foundation certification and experience within an ITIL Organization.

***This position requires NV1 Clearance OR Eligibility for NV1 clearance***

The Senior Cloud Database Engineer will ensure SQL Server database performance and availability in a 24x7 environment.

How will you make an impact?

• Install, configure, upgrade, monitor, maintain, and manage multiple SQL Server databases.
• Perform database and application tuning.
• Establish and maintain sound backup and recovery policies and procedures.
• Implement and maintain database security
• Create, maintain, and monitor SQL
• Other duties assigned by the manager

Have you got what it takes?

• Bachelor’s degree in Computer Science, Business Information Systems, or related field or equivalent work experience required.
• Experience in managing PostgreSQL database systems is mandatory.
• 5+ years maintaining SQL Server mission-critical databases
• 5+ years of TSQL programming
• 2+ years implementing and maintaining database replication
• 2+ years implementing and maintaining SQL Server Availability Groups
• Ability to work with technical and non-technical people
• Hands on experience in multiple versions of Postgres or Oracle database is mandatory.
• Knowledge or experience working in Microsoft SQL, Aurora, MySQL, Postgres will be an added advantage.
• Hands on experience on AWS Cloud, AWS RDS apart from DB technology.
• Basic coding skills in Powershell, Python, Terraform
• Understand how automated backups are performed by AWS, know how to check the historical backup timings and how to perform ad-hoc snapshot
• AWS console administration
• New deployment tasks for databases & RDS services
• AWS RDS DB health check & availability checks using tools like CloudWatch and performance Insight.
• Problem-solving skills are a must
• Ability to meet deadlines

You will have an advantage if you also have:

• SSAS/SSRS/SSIS
• Newer data/streaming platforms: Kafka, MSK, Snowflake, Aurora DB, SNS
• AWS, AWS CLI management
• MS Azure database management
• MCSE/MCDBA/OCP
• NET technologies
• PowerShell
• C#
• Rubrik
• TFS/GitHub

How will you make an impact?

• Driving professional, comprehensive HR partnership to NiCE Australia business units (+ 120 employees)
• Driving talent strategy for the local business units in line with the global and region HR strategy, including talent attraction and development, leadership development and employees engagement
• Leading local HR processes (onboarding, organizational development, compensation, employee engagement and performance) and ensuring adherence to regional and global practices and policies
• Providing HR expertise in local employee relations matters and ensuring compliance to local labor regulations
• Supporting organizational changes including communications and transition plans
• Ensuring people data accuracy and leveraging data to create deep insights and facilitate business and people decisions.
• Work with HR Centre of Excellence (COE), Organization Development (OD), and Talent Acquisition (TA) teams in leading and driving local HR initiatives and programs
• Being a team member of the International HR team that spans across EMEA and APAC

Have you got what it takes?

• 5 years of experience as an HR professional, and at least 3 years of experience as an HR Business Partner in Australia, ideally coming from a global, matrixed, technology environment
• Strong working experience with Australian employment law
• A solid understanding of the full HR cycle in particular knowledge of performance management, talent management, development, reward and retention, employee relations, employee engagement, employment laws, mentoring and coaching, resource management and career planning
• Strong influencing and coaching skills and proven success in establishing credibility with leaders, while handling complex and difficult situations
• Experience in working effectively under pressure to drive multiple deliverables in short time constraints; resilient and flexible
• Excellent organizational skills, execution, and follow-through skills
• Demonstrates passion - approaches all tasks with a can-do attitude, and committed to upholding professional standards
• Relevant academic degree.

Individual Contributor

How will you make an impact?

• Exceptional communication and presentations skills that build confidence and credibility. Possess flexibility and confidence. Be able to articulate and confidently explain complex models in a clear simplified manner
• Bachelor’s Degree in business, Marketing, Communications or similar field or equivalent work experience required
• 2+ years’ experience in sales
• Solid understanding of prospecting and qualification techniques
• Excellent customer service skills
• Strong understanding of sales and marketing environments
• Proven track record of meeting/exceeding business generation targets
• Experience in working with CRM and Prosecting tools

Have you got what it takes?

• Software related sales preferred
• Experience in VoIP-related and contact center technology helpful
• Flexible and able to work in a fast-paced environment with minimal supervision
• Minimal amount of travel required

Manager, Sales Development
Individual Contributor

The PSE must be a self-motivated storyteller, with a proven track record in software sales and knowledge of technology. The PSE must demonstrate a positive “can do” approach combined with the ability to eliminate sales obstacles through creative and adaptive approaches.
Responsibilities

• Deliver demonstrations that align the NICE portfolio with the customer’s business challenges
• Identify all functional and technical challenges of assigned accounts
• Manage and interpret customer requirements and use astute questioning skills to understand, anticipate and exceed customer needs.
• Influence and educate clients that NICE’s solution will best satisfy their needs in terms of ease of use, quality, benefit, and value.
• Lead in all technical aspects of the sales process.
• Assist with the definition and execution of successful proof of concepts (POC), where appropriate.
• Actively contribute to a team approach with account executives and overlay teams.
• Provide product feedback and suggestions to Product house.
• Able to promptly respond to functional and technical elements of RFIs/RFPs
• Professionally and independently conduct discovery conversations and needs analysis for both business and technical topics

Requirements:

• Exceptional presentation and demo capabilities
• Experience customizing and building the storyboard for demos and POC
• Demonstrated success in achieving strategic deal wins
• Ability to manage multiple, complex sales opportunities simultaneously
• Ability to communicate from C-level executives down to Agent/Front Line level employees
• Self-motivated, highly organized and team-oriented
• Strategic thinker with a strong technical aptitude
• Additional Valuable Skills:
• Contact centre technologies, WorkForce Manager/Management, Talent/HR Management, CRM or Business Intelligence experience
• Certifications and knowledge of cloud technologies (AWS, Azure, Google)
• Hardware platforms & Virtualization
• Vertical market selling experience including Banking, Insurance, Telcos, Healthcare, Travel, and others

Vice President, Solutions Engineering
Individual Contributor

How will you make an impact?

• Building Strong Customer Relationships : Develop and maintain deep, long-term partnerships at all levels with customers, understanding their business needs, strategic goals, and challenges.

• Driving Customer Success : Focus on improving customer satisfaction, retention, and success by proactively identifying opportunities for improvement and expansion.

• Proactive Account Management : Regularly engage with customers to review performance, identify potential issues, provide leadership, own escalations, and propose solutions or optimizations that can improve efficiency, scalability, and outcomes.

• Strategic Advisory : Provide customers with strategic insights, best practices, product roadmap highlights and recommendations to help them achieve their business goals, guiding them on how to leverage new features, updates, and technology trends.

• Technical Expertise and Support : Provide technical guidance, troubleshooting, and solutions to complex issues. Serve as a subject matter expert on the NICE portfolio and focused on supporting clients to optimize their use and performance.

As a Technical Account Manager, you will also be expected to:

• Have a proven background and understanding of modern cloud contact centers and their associated core applications.

• Assist assigned customers in preparation for go-live and build confidence with them as they begin using NICE products in their environment.

• Identify opportunities to improve or modify products and services to improve customer effectiveness and experience, and recommend those improvements through proper channels, driving product/services enhancements and development.

• Partner with other NICE CX employees and teams (technical support, professional services, product management, engineering, etc.), ensure that all technical challenges and other issues/cases/requests are being handled properly, are within SLA targets, and are progressing toward resolution.

• Create, own, and develop a Customer Success Plan for each customer that is focused on ensuring key milestones and success criteria are delivered and value realisation is assured.

• Work largely during the customers' core business hours, with occasional extended hours as required to deliver planned activities.

• Plan and deliver all customer success / service delivery meetings with customers creating all content and providing in-depth analysis and management information and reports.

• Deliver product overviews, demonstrate new features, and provide appropriate coaching as required.

• Develop and mentor new members of the team and set high standards in all aspects of the role.

• Responsible for customer satisfaction, retention and referencability for all assigned accounts.

Have you got what it takes?

• 5+ years in a Technical/Service role in software, telecommunications or in customer service, call/contact center and/or service delivery.

• Demonstrated technical problem-solving proficiency.

• Strong analytical and advanced troubleshooting skills with end-users/customers.

• Strong customer service and communication skills, both verbal and written.

• Ability to multitask and work well in a fast-paced environment.

• Strong team player with the ability to work with minimal supervision and complete all tasks.

• Demonstrated experience in a fast-paced environment and meeting customer time constraints.

• Implementation: broad skills in both technology & analysis; experience in communicating at a technical and functional level while managing business rapport.

You will have an advantage if you also have:

• Strong networking knowledge and VoIP technology exposure

• Understanding of telecommunications architecture (PBX, Carriers, SIP and VoIP)

• Strong understanding of modern cloud contact centre solutions and CX applications

• Analytical, inquisitive, service & team-oriented, friendly demeanour, early adopter

Theis primarily responsible for ensuring compliance with information security frameworks such as IRAP, ISO 27001, ISO 27701, ISO 42001, FedRAMP, and SOC 2. This role focuses on internal audits, regulatory compliance, and readiness for external audits while also contributing to Cybersecurity Operations Center (CSOC) activities, including incident monitoring and response.Due to the nature of this role, the employee may be required to work extended hours, including evenings, weekends, or holidays, during critical situations such as a cybersecurity incident or while participating in incident response efforts. In such cases, the employee can work with their immediate supervisor to adjust their future schedule to compensate for the extended hours, ensuring alignment with a standard work week and maintaining a quality work-life balance.

Audit and Compliance Responsibilities (Primary Focus):

• Internal Audit Execution: Conduct internal audits to evaluate and enhance IT controls, compliance with standards, and risk management processes.
• Audit Preparation: Assist internal control owners in scoping appropriate evidence and preparing for external audits.
• Gap Assessments: Facilitate and/or conduct internal gap assessments and audit readiness evaluations for frameworks such as ISO 27001, FedRAMP, and SOC 2.
• Framework Tracking: Monitor updates to IRAP, ISO, and regulatory frameworks and ensure internal alignment.
• Control Documentation: Develop and maintain control narratives, walkthroughs, and documentation of compliance processes.
• Audit Findings: Identify control deficiencies and work with stakeholders to recommend cost-effective, value-added remediation actions.
• Compliance Reporting: Draft audit reports and present findings to management during status updates and closing meetings.
• External Audit Coordination: Collaborate with external audit teams to streamline processes and provide requested documentation and evidence.
• Training and Awareness: Conduct training and process analysis with internal control owners and operators to ensure sustained compliance.

CSOC and Incident Response Responsibilities (Secondary Focus):

• Security Monitoring: Use tools such as Rapid7 InsightIDR or other SIEM solutions to assist with security monitoring and incident detection.
• Incident Response Support: Participate in incident response efforts, documenting security incidents and assisting in containment and recovery actions.
• Threat Identification: Contribute to analyzing cybersecurity threats and implementing recommendations to improve the security posture.
• Policy and Procedure Development: Assist in creating and refining cybersecurity policies and operational procedures to align with audit and compliance objectives.
• Vulnerability Management: Support the tracking and remediation of vulnerabilities in coordination with IT and Security Operations teams.

Have you got what it takes?

• Strong expertise in audit and compliance frameworks, including ISO 27001, ISO 27701, ISO 42001, FedRAMP, SOC 2, and IRAP.
• Familiarity with CSOC tools such as Rapid7 InsightIDR or other SIEM solutions.
• Hands-on experience in internal and external audits, compliance assessments, and process improvement.
• Basic understanding of incident response frameworks and cybersecurity best practices.
Certifications (preferred or required):
• Certified Information Systems Auditor (CISA)
• Certified Information Security Manager (CISM)
• Certified Information Systems Security Professional (CISSP)
• ISO 27001 Lead Auditor or Implementer
• IRAP Assessor (or equivalent)
• GIAC certifications (e.g., GIAC Certified Incident Handler - GCIH or GIAC Security Essentials - GSEC)
Education:
• Bachelor’s degree in Information Security, Computer Science, Information Technology, or a related field.
• A Master’s degree in Cybersecurity, Risk Management, or related fields is a plus.
• Exceptional analytical, organizational, and communication skills.
• Commitment to continuous learning and professional development in audit, compliance, and security.

You will have an advantage if you also have:

• Ensure effective execution of audits and incident response tasks in conformance with professional and departmental standards, budgets, and timelines.
• Maintain a deep understanding of compliance frameworks, including IRAP, ISO standards, FedRAMP, and SOC 2.
• Act as a liaison between internal teams and external auditors or regulators.
• Continuously improve personal and organizational competencies in audit, compliance, and security practices.

Director, Information Security
Individual Contributor