AI Operations Engineer

NICE Ltd.

Job Overview

Location

India - Pune

Job Type

Full-time

Full Job Description

📋 Description

• Administer and support NICE’s live AI platform components including AI agents, Models Gateway, RAG services, connectors, and self-service tooling
• Perform day-to-day operational tasks such as user and access administration, configuration changes, license and quota management, and routine maintenance
• Operate strictly within established governance guardrails, raising change requests to DevOps rather than modifying infrastructure directly
• Maintain operational runbooks, standard operating procedures, and a knowledge base for recurring tasks and troubleshooting
• Monitor platform health, availability, and performance using Azure Monitor, Application Insights, Log Analytics, and Grafana
• Act as first-line and second-line support for AI platform issues, triaging, diagnosing, resolving, or escalating to Development/DevOps teams with clear context
• Own the full incident and ticket lifecycle in ServiceNow, including logging, prioritization, communication, resolution, and follow-up
• Track recurring issues and feed improvement requests back to engineering teams to reduce future incidents
• Define, measure, and report KPIs that demonstrate platform value: adoption rates, active users, usage by team, token and cost consumption, deflection/automation rates, latency, and reliability
• Build and maintain operational and executive dashboards to transform telemetry into decision-ready insights
• Produce regular service reports on usage, SLAs, cost, and user satisfaction for stakeholders and leadership
• Surface trends and anomalies in platform performance and recommend actions to improve adoption, efficiency, and cost optimization
• Enable business users to safely publish and deploy their own self-service AI deliverables (agents, assistants, automations, dashboards) within governance policies
• Provide hands-on onboarding, guidance, and office hours to business users; review self-service submissions for compliance and quality before go-live
• Maintain enablement materials including how-to guides, templates, training sessions, and FAQs for platform users
• Champion platform adoption across business units, gathering feedback and translating it into actionable platform improvements
• Operate the AI platform in alignment with security and governance policies, including access reviews, usage policies, data-handling rules, and audit logging
• Partner with the Security team to monitor for misuse, policy violations, and compliance reporting
• Manage user access and permissions following least-privilege principles and support periodic certification and audit cycles
• Ensure all self-service deployments meet approval and guardrail requirements prior to release
• Collaborate with Development and DevOps teams as the operational voice of the platform, feeding real-world usage patterns and pain points into the roadmap
• Contribute to automating repetitive operational tasks to reduce toil and improve response times
• Participate in on-call and support rotation for business-hours and critical after-hours platform support
• Continuously refine support processes, KPIs, and enablement materials based on user feedback and service data

🎯 Requirements

• 3+ years in IT operations, application support, platform operations, or a similar service-oriented role
• Hands-on experience operating and monitoring cloud services (Azure preferred), including reading dashboards, logs, and metrics to diagnose issues
• Familiarity with observability and monitoring tools: Azure Monitor, Application Insights, Log Analytics, or Grafana
• Experience with IT service management and ticketing systems (e.g., ServiceNow) for incident, request, and change processes
• Strong support and customer-service mindset with ability to explain technical topics to non-technical business users
• Understanding of identity and access administration: Entra ID, RBAC, least-privilege, and access reviews

🏖️ Benefits

• NiCE-FLEX hybrid work model: 2 days in the office, 3 days remote per week
• Opportunity to work at the heart of a mission-critical AI platform used by 25,000+ global businesses
• Access to endless internal career opportunities across roles, disciplines, domains, and locations
• Collaborative, fast-paced, and creative environment with top-tier global teams

Skills & Technologies

Python

Azure

Grafana

Remote

Degree Required

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NICE Ltd.

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About NICE Ltd.

NICE Ltd. is an Israeli-headquartered global enterprise software company that provides cloud platforms for customer engagement, workforce optimization, financial crime and compliance, and advanced analytics. Founded in 1986, it serves contact centers, financial institutions, and public safety organizations with solutions for recording, analytics, robotic process automation, and AI-driven insights. The company operates worldwide, with major offices in the United States, Europe, and Asia-Pacific, supporting clients in improving operational efficiency, customer experience, and regulatory compliance through data-driven decision-making.

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