Senior DevOps Engineer, CX

📋 Description

• • **What the role is and why it matters:**
• • As a Senior DevOps Engineer at NICE Ltd., you will play a pivotal role in shaping the infrastructure and operational excellence of the company’s cutting-edge AI and analytics services. NICE is a global leader in cloud customer experience platforms, serving over 25,000 businesses, including 85 of the Fortune 100. Your work will directly impact the reliability, scalability, and security of CXone, the world’s leading cloud customer experience platform, enabling organizations to deliver effortless, consistent, and personalized digital-first experiences. This role is critical in ensuring that NICE’s AI-driven products operate seamlessly at scale, supporting millions of customer interactions and billions of financial transactions daily.
• • **What the person will do day to day:**
• • **Design and Evolve Cloud Infrastructure:** You will own and evolve the cloud infrastructure on AWS, ensuring high availability, security, scalability, and cost efficiency. This includes managing compute resources (Lambda, ECS/Fargate, EC2), storage (S3), networking (VPC, API Gateway, Route53), and data services while adhering to best practices for multi-account and multi-region deployments.
• • **Drive Infrastructure-as-Code (IaC):** You will champion Infrastructure-as-Code using tools like AWS CDK, CloudFormation, or Terraform, ensuring consistency and quality across development, test, staging, and production environments. Your work will enable seamless deployments and reduce manual errors.
• • **Own and Improve CI/CD Pipelines:** You will be responsible for the end-to-end CI/CD pipelines, from source control to automated build, test, security scanning, quality gates, and multi-environment deployment. This includes integrating tools like Jenkins or GitHub Actions and scripting in Groovy or Python to automate workflows.
• • **Troubleshoot and Optimize Production Systems:** You will lead the troubleshooting of complex production issues, conducting root-cause analysis and feeding learnings back into runbooks and automation. This includes managing observability tools (CloudWatch, Grafana, Prometheus) to monitor performance, set SLOs/SLIs, and ensure proactive issue resolution.
• • **Champion Security and Compliance:** You will enforce security best practices, including least-privilege access, secrets management (AWS Secrets Manager, KMS), encryption, vulnerability remediation, and multi-tenant isolation. Your role will ensure compliance with industry standards and protect sensitive customer data.
• • **Optimize Costs and Drive FinOps:** You will implement FinOps practices to optimize cloud costs, ensuring efficient resource utilization without compromising performance or reliability. This includes analyzing cloud spend, identifying cost-saving opportunities, and implementing automation to reduce waste.
• • **Mentor and Influence Best Practices:** You will mentor engineers on cloud and DevOps practices, influencing architecture decisions and promoting best practices across teams. Your leadership will help drive technical excellence and innovation within the organization.
• • **Evaluate and Adopt New Technologies:** You will continuously evaluate and adopt new tools, technologies, and AI-driven automation to improve developer experience, reliability, and deployment velocity. This includes staying ahead of industry trends and leveraging emerging technologies to enhance NICE’s infrastructure.
• • **About the team or company:**
• • The CSA (Cloud Services and Analytics) team at NICE is dedicated to developing groundbreaking AI products that are transforming the customer experience industry. The team fosters a culture of collaboration, technical excellence, and innovation, working at scale to deliver cutting-edge solutions. NICE is a global company with over 8,500 employees across 30+ countries, known for its innovation in AI, cloud, and digital technologies. The company is a market leader in its domains, serving thousands of businesses worldwide and processing billions of transactions daily. NICE is committed to diversity, equity, and inclusion, ensuring a workplace where all employees can thrive.
• • **What the person can learn or achieve in this role:**
• • **Career Growth:** This role offers unparalleled opportunities for career advancement within a global, market-leading company. You will work alongside some of the best minds in the industry, gaining exposure to large-scale cloud infrastructure, AI-driven automation, and DevOps best practices. NICE encourages internal mobility, allowing you to explore multiple roles, disciplines, and locations as you grow.
• • **Skill Development:** You will deepen your expertise in AWS, Infrastructure-as-Code, CI/CD pipelines, observability, and security. The role also provides opportunities to learn about advanced technologies like Kubernetes, serverless architectures, and AI-driven automation. Additionally, you will develop leadership skills by mentoring engineers and influencing architecture decisions across teams.
• • **Impact:** Your work will directly contribute to the success of NICE’s flagship products, impacting millions of customer interactions and billions of financial transactions daily. You will play a key role in shaping the future of cloud infrastructure and DevOps practices at NICE, leaving a lasting legacy in the industry.