United Kingdom - Remote
At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.
So, what’s the role all about?
The DevOps Engineer is a hybrid, senior‑level role sitting at the intersection of operational reliability and software delivery automation. You will function as an integrated part of a cross‑functional engineering team, combining the proactive service management mindset of an Application Operations Engineer with the automation‑first philosophy of a DevOps practitioner.
You will be responsible for keeping production environments healthy and performant, while simultaneously designing and maintaining the CI/CD pipelines, infrastructure‑as‑code frameworks, and tooling that enable rapid, high‑quality software delivery. You are the connective tissue between engineering, platform, and operations — someone who is equally comfortable in an incident bridge call and a sprint planning meeting.
How will you make an impact?
DevOps & Automation
- Design, build, and maintain continuous integration and continuous delivery (CI/CD) pipelines for rapid, quality‑assured deployment of software deliverables.
- Build and manage Infrastructure as Code (IaC) using tools such as CloudFormation, Ansible, Terraform, Chef, or Puppet.
- Manage day‑to‑day operations of release pipelines, build tools, artifact repositories, and source control systems.
- Coordinate build and release activities with engineering, QA, product, and other stakeholders across the organisation.
- Identify, research, and prototype new technologies and practices to continuously improve DevOps processes and team efficiency.
- Maintain and upgrade DevOps systems in both production and non‑production environments on an ongoing basis.
Cloud & Application Operations
- Proactively monitor infrastructure and application health — including CPU, memory, file systems, databases, batch jobs, and network performance — and respond swiftly to anomalies.
- Identify and resolve operational issues including infrastructure failures, batch processing errors, network disruptions, and client data feed problems.
- Troubleshoot and respond to production downtime, performance degradation, and security‑related incidents in a timely, structured manner.
- Perform end‑to‑end operational duties covering application server health, service availability, and platform integrity in accordance with documented processes and runbooks.
- Review and manage client service request tickets in adherence to defined SLAs, ensuring accountability and timely resolution.
- Provide on‑call off‑hour support as part of a structured rotation, including during non‑prime and weekend shift windows as required.
Documentation, Communication & Governance
- Maintain complete and accurate operational documentation including incident tracking, change logs, and runbooks.
- Produce metric reports and regular productivity/status updates for internal stakeholders and management.
- Communicate proactively and clearly — both written and verbal — with internal teams, leadership, and customers on a daily basis.
- Liaise with management to share feedback on existing and new processes, methodologies, best practices, and technology changes.
- Work efficiently under pressure to meet tight deadlines while maintaining the professionalism, accuracy, and consistency expected in a high‑availability environment.
- Demonstrate a high level of individual accountability and deliver service and support that consistently exceeds client expectations.
Have you got what it takes?
Education & Experience
- Bachelor's degree in Computer Science, Information Technology, Business Information Systems, or a related field (or equivalent practical experience).
- 2+ years of combined experience in application/production support, cloud operations, and/or software DevOps engineering in a high‑availability SLA environment.
- Demonstrated experience working as a contributor on a software engineering or platform team.
Technical Skills – Required
- Strong proficiency with Linux and Unix environments; working knowledge of Windows Server administration.
- Experience writing scripting languages — Python, PowerShell, and/or Perl — for automation, monitoring, and tooling.
- Experience with distributed source control systems, preferably GitHub or BitBucket.
- Solid understanding of application server technologies including Tomcat and SSH‑based remote management.
- Database experience with one or more of: SQL Server, Oracle, or MySQL — including querying, performance tuning, backup/restore, and lifecycle management.
- Experience with application debugging, performance analysis, and scalability assessment.
- Familiarity with standard application security compliance and best practices.
- Knowledge of fault detection, RCA (Root Cause Analysis), and structured resolution processes.
- Experience with Amazon Web Services (AWS) — core services for compute, storage, networking, and monitoring.
Technical Skills – Deep Knowledge in at Least One of:
- Database Administration: Structured and/or unstructured, indexing, performance tuning, backup/restore, data lifecycle management, scaling.
- Layer 2/3 Networking: DNS, SSL/TLS, Load Balancing, IPv4 subnetting, firewalling, and CDN configuration.
- Operating Systems & Virtualisation: Linux/Windows, containers, orchestration (Kubernetes), storage types and performance, monitoring, and capacity planning.
- VoIP Administration: Signalling, encoding/decoding, protocols including SIP, RTP, Media Gateway, security, border controllers, and QoS.
You will have an advantage if you also have:
- Familiarity with CI/CD automation tools such as Jenkins, CircleCI, Bamboo, or TFS Build.
- Experience with release pipeline tooling — Concourse, Thoughtworks Go, Octopus Deploy, ElectricFlow, or XebiaLabs.
- Experience with Docker containers, microservices architecture, and container orchestration (Kubernetes).
- Experience with infrastructure automation tools: Ansible, Chef, Puppet, or AWS CloudFormation.
- Experience with Artifactory or similar artifact repository management.
- NICE product knowledge and/or implementation or support experience with NICE CXone or related platforms.
- Knowledge of ETL processes and data pipeline management.
- Call centre or telecoms industry experience.
What’s in it for you?
Learn more about the Benefits at NICE
NICE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation, or any other category protected by law.