Nice

Senior Dedicated Support Engineer

Lead NOC Engineer, CX

Account Executive, CX

Director, Revenue Accounting

Senior Cloud Site Reliability Engineer

Software Engineer

The Dedicated Support Engineer (DSE) at NICE is a technical expert responsible for proactive and reactive support to large enterprise customers. This role involves seamless incident resolution, system stability, and continuous improvement. The DSE combines deep technical troubleshooting with strategic customer engagement, cross-functional collaboration, and operational excellence, focusing on incident management, change control, compliance, and governance for managed services customers.

The Dedicated Support Engineer (DSE) is a technical expert within NICE’s Technical Support organization, responsible for delivering proactive, and reactive support to large enterprise customers. Acting as a trusted advisor and technical liaison, the DSE ensures seamless incident resolution, system stability, and continuous improvement across customer environments. This role combines deep technical troubleshooting with strategic customer engagement, cross-functional collaboration, and operational excellence. The DSE supports managed services customers with a focus on incident management, change control, compliance, and governance.Key Responsibilities1. Incident & Problem Management<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Serve as the primary contact for customer-raised incidents and service disruptions.</li><li class="leading-relaxed">Perform advanced troubleshooting across platforms including NICE, Avaya, Microsoft Teams, and more.</li><li class="leading-relaxed">Escalate complex issues to higher tier/vendors and drive resolution to closure.</li><li class="leading-relaxed">Conduct Root Cause Analysis (RCA) for recurring issues and share insights with stakeholders.</li><li class="leading-relaxed">Ensure all incidents are resolved within agreed SLAs and maintain high CSAT.</li></ul>2. Change & Release Management<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Plan, test, and implement approved changes such as patches, upgrades, and configuration updates.</li><li class="leading-relaxed">Participate in CAB meetings, presenting impact and risk assessments.</li><li class="leading-relaxed">Ensure rollback strategies are documented and ready for critical changes.</li><li class="leading-relaxed">Maintain detailed documentation and implementation guides.</li></ul>3. Monitoring & Preventive Maintenance<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Monitor system health and NICE monitoring.</li><li class="leading-relaxed">Conduct regular health checks and share proactive reports with customers.</li><li class="leading-relaxed">Identify performance bottlenecks and initiate preventive actions.</li><li class="leading-relaxed">Validate backup integrity, disaster recovery readiness, and patch compliance.</li></ul>4. General Provisioning & Access Requests<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Provisioning of new user/agent IDs in recording platforms.</li><li class="leading-relaxed">Assigning/adjusting recording profiles (voice, chat, screen).</li><li class="leading-relaxed">Provisioning access roles (e.g., Compliance Officer, Supervisor, Playback user).</li><li class="leading-relaxed">Profile setup for compliance/legal teams.</li></ul>5. Compliance & Audit Support<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Ensure recording systems (voice/chat/video) meet regulatory and business compliance standards.</li><li class="leading-relaxed">Provide audit artifacts such as ticket logs, configuration snapshots, uptime reports, and RCA documentation.</li><li class="leading-relaxed">Support internal and external audits with evidence of control adherence.</li></ul>6. Customer & Stakeholder Management<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Build strong relationships with customer stakeholders to align support with business priorities.</li><li class="leading-relaxed">Participate in governance calls, providing updates on incidents, SLAs, and satisfaction metrics.</li><li class="leading-relaxed">Handle escalations with professionalism and clarity, fostering trust and confidence.</li><li class="leading-relaxed">Collaborate with cross-functional teams including infrastructure, network, Microsoft, and security.</li></ul>7. Knowledge & Documentation<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Maintain and update SOPs, knowledge bases, and troubleshooting guides.</li><li class="leading-relaxed">Mentor backup engineers and onboard new team members to ensure knowledge continuity.</li><li class="leading-relaxed">Drive continuous improvement through automation and simplification of recurring tasks.</li></ul>8. Project Support<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Support migration and upgrade projects such as NICE product deployments, and Teams recording transitions.</li><li class="leading-relaxed">Assist in solution validation, testing, and customer acceptance.</li><li class="leading-relaxed">Contribute to design documentation and participate in technical reviews.</li></ul>9. Reporting & Governance<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Prepare and present reports on uptime, incident trends, SLA adherence, and ticket analytics.</li><li class="leading-relaxed">Highlight risks and recurring issues, proposing long-term solutions.</li><li class="leading-relaxed">Provide visibility into resource utilization and operational performance.</li></ul>Qualifications & Skills<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Bachelor's degree in a technology-related field or equivalent experience.</li><li class="leading-relaxed">ITIL Foundation (for SRF/support process adherence), Microsoft certifications (MS Teams, Azure Fundamentals/Administrator), Basic Networking (CCNA-level or equivalent).</li><li class="leading-relaxed">Familiarity with CTI integration (Avaya AES, Cisco CTI).</li><li class="leading-relaxed">Ticketing systems (ServiceNow, Remedy, ITSM tools).</li><li class="leading-relaxed">Log analysis (application logs, Windows Event Viewer, SIP traces).</li><li class="leading-relaxed">RCA documentation and preventive action planning.</li><li class="leading-relaxed">Basic SQL queries for DB (Oracle/SQL Server).</li><li class="leading-relaxed">Understanding of DB health monitoring and backup status.</li><li class="leading-relaxed">Windows Server administration (user permissions, patching, IIS), Active Directory integration with NICE, Virtualization platforms (VMware/Hyper-V).</li><li class="leading-relaxed">Microsoft Teams compliance recording enablement & troubleshooting.</li><li class="leading-relaxed">SIP call flows related to recording.</li></ul>Soft Skills / Service Orientation<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Strong customer communication (handling compliance & audit queries).</li><li class="leading-relaxed">Ability to document SOPs and knowledge base articles.</li><li class="leading-relaxed">Team collaboration and escalation management.</li><li class="leading-relaxed">Proactive monitoring and preventive issue identification.</li></ul>

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As a (Senior) Engineer Production Control & Operations at Infineon, you will optimize and drive innovation in manufacturing logistics processes, including wafer start and intersite logistics. You will ensure compliance with standards, continuously improve workflows, and collaborate cross-site with production, technology, and planning teams. This role involves leading sub-projects and acting as a OneSAP Key User for production scheduling, contributing to manufacturing excellence in a high-tech cleanroom environment.

Semiconductors are crucial to solve the energy challenges of our time and shape the digital transformation. This is why Infineon is committed to actively driving decarbonization and digitalization. As a global semiconductor leader in power systems and IoT, we enable game-changing solutions for green and efficient energy, clean and safe mobility, as well as smart and secure IoT. We make life easier, safer, and greener. Together with our customers and partners. For a better tomorrow.With a unique team, employees from more than 90 countries make Infineon a successful international company – with their skills, their enthusiasm and the courage to challenge the status quo and open up new horizons. Since the semiconductor was invented, we have helped shape the future – every single day.

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Optimize. Drive innovation. Deliver. Together with us, redefine manufacturing excellence. As a (Senior) Engineer Production Control & Operations in our Manufacturing & Operations team, you will find yourself in a high-tech world where silicon wafers become advanced products. In our modern cleanroom environment, every detail counts. With your expertise, you will help shape the future - innovation by innovation. Are you in?<h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">Your Role</h2>Key responsibilities in your new role<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Technical point of contact for manufacturing logistics processes: 1st Waferstart, 2nd Waferstart, intersite logistics</li><li class="leading-relaxed">Ensuring compliance with standards and processes as well as continuous improvement of the quality of our workflows</li><li class="leading-relaxed">Close cross-site collaboration with many areas of production, technology and planning</li><li class="leading-relaxed">Leading and contributing to sub-projects to improve existing logistics processes and to establish new ones</li><li class="leading-relaxed">OneSAP Key User for the relevant production scheduling processes, responsible for implementing retrofit projects for our area</li></ul><h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">Your profile</h2>As a Senior Engineer (f/m/div) in Central Manufacturing Logistics, you are responsible for the processes that enable the release of lots into production as well as shipping to other sites, customers and partners. Through your close collaboration with the other sites within the Frontend Cluster, you enable a high level of standardization within the process landscape.Qualifications and skills that will help you succeed<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Completed university degree in logistics, business administration/economics, or industrial engineering</li><li class="leading-relaxed">Initial professional experience in project work and project management</li><li class="leading-relaxed">Experience in manufacturing and logistics in the field of semiconductor production</li><li class="leading-relaxed">Confident communication and presentation skills in German and English</li></ul>Contact:Franz August Plath#WeAreIn for driving decarbonization and digitalization.As a global leader in semiconductor solutions in power systems and IoT, Infineon enables game-changing solutions for green and efficient energy, clean and safe mobility, as well as smart and secure IoT. Together, we drive innovation and customer success, while caring for our people and empowering them to reach ambitious goals. Be a part of making life easier, safer and greener.Are you in?We are on a journey to create the best Infineon for everyone.This means we embrace diversity and inclusion and welcome everyone for who they are. At Infineon, we offer a working environment characterized by trust, openness, respect and tolerance and are committed to give all applicants and employees equal opportunities. We base our recruiting decisions on the applicant´s experience and skills. Learn more about our various contact channels.We look forward to receiving your resume, even if you do not entirely meet all the requirements of the job posting.Please let your recruiter know if they need to pay special attention to something in order to enable your participation in the interview process.Click here for more information about Diversity & Inclusion at Infineon.

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