Job Description

About the job At NICE, we don’t limit our challenges. We challenge our limits. Constantly. We’re relentless. We’re ambitious. And we make an impact. Our NICErs bring their A game and spend each day turning it into an A+. And if you’re like us, we can offer you the kind of challenge that will light a fire within you. CXone Trust Security Engineer Main responsibilities: Customer consultation to determine outcomes, success criteria and challenges/gaps. Develop and implement plans of action to close gaps and drive successful outcomes. Interface with Technical Support and/or R&D to resolve technical issues that may impede success. Define and create memorandums in accordance with customer’s business requirements. Articulate security processes throughout the organization. Create customer reports to achieve project alignment and unity of effort. Review and investigate issues raised by client and provide accurate guidance based on current documentation. Understand client software configuration and customizations Understand the install, configure and customize solutions by following implementation guides and manuals. Coordinate client environment data, configuration and setup in order to investigate possible issues. Provides information by collecting, analyzing, and summarizing development and service issues. Utilizes software engineering tools such as configuration management systems, build processes, and debuggers in the software development process. Collaborates and adds value through participation in peer case reviews, and providing comments and suggestions. Provides reliable solutions to a variety of problems using sound problem solving techniques. Performs technical root cause analysis and outlines corrective action for given problems. Work with customer and ownership for issues collaborating with higher tiers for end-to-end resolution Assist with Customers request assistance via many channels including, phone, email, and various web contact methods (chat, e-Services). Working in accordance with NICE support process, procedures, contractual SLA’s Documenting all customer interactions in CRM tool in accordance with SLA. Required Experience: Excellent verbal and written communication skills in English. At least 3 years in technical support facing customers and resolving issues. Experience in Cybersecurity Knowledge of Compliance frameworks Fast learner with ability to educate her/himself on relevant technologies Intimate knowledge of the customer’s connected applications. Excellent technical and analytical skills. Familiarity with servers tuning and solving performance issues plus. Technical development/debugging and diagnosis skills Integration experience with desktop enterprise software applications. Good to have: Knowledge on cloud software infrastructure (AWS, Azure, GCP) Speaking multiple languages Cybersecurity training and certifications About NICE: At NICE we are passionate about removing the friction between companies and consumers, creating extraordinary experiences that build brand loyalty and create unbreakable bonds. We are known for our innovation and comprehensive end-to-end CX approach, combining digital entry points, journey orchestration, smart self-service, prepared agents and complete performance suite, all embedded with our purpose-built CX Analytics, AI, and domain expertise. Our 8,500 NICErs, in over 30 countries, are guided by a deep commitment to genuine customer satisfaction, environmental sustainability, and good corporate citizenship. NICE is proud to be an Equal Opportunity employer. We do not discriminate based on 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.

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Required Knowledge

• K0004   Knowledge of cybersecurity and privacy principles.
• K0053   Knowledge of measures or indicators of system performance and availability.
• K0088   Knowledge of systems administration concepts.
• K0116   Knowledge of file extensions (e.g., .dll, .bat, .zip, .pcap, .gzip).
• K0194   Knowledge of Cloud-based knowledge management technologies and concepts related to security, governance, procurement, and administration.
• K0302   Knowledge of the basic operation of computers.
• K0330   Knowledge of successful capabilities to identify the solutions to less common and more complex system problems.

Required Skills

• S0058   Skill in using the appropriate tools for repairing software, hardware, and peripheral equipment of a system.
• S0142   Skill in conducting research for troubleshooting novel client-level problems.
• S0159   Skill in configuring and validating network workstations and peripherals in accordance with approved standards and/or specifications.
• S0365   Skill to design incident response for cloud service models.

Required Abilities

• A0025  Ability to accurately define incidents, problems, and events in the trouble ticketing system.