• Involved in all aspects of Cloud technology for the Contact Center including but not limited to: design and development of products, features, unit testing, code reviews and resolving bugs that are discovered in the QA process. • Work in both test and development production environments and be responsible for creating and implementing change control tickets. • Design, implement, and maintain a modern, cloud native application and platform. • Improve and uphold technical standards for development and operations. This includes coding standards and department best practices. • Pilot new technologies and adopt emerging ideas from the industry. • Design, and implement scalable NICE CXone solutions including ACD, IVR, Auto Dialer, OMNI Channel, CXOne Studio, Interaction Analytics, WFM, CRM Integrations, Live Vox dialer, Medallia surveys and Auto Attendant. • Hands on experience with developing custom scripts and integrations using NICE CXone Studio. • Build, test, and troubleshoot API-based integrations and web services. • Program using languages such as C#, C++, Java, JavaScript, and Python to enhance NICE CXone solutions. • Conduct Unit/system testing and validation to ensure performance, scalability, and reliability. • Lead discovery sessions with internal and external stakeholders, translating business needs into technical solutions. • Present technical solutions, value propositions, and demo experiences to executive stakeholders.

• Champion a "platform as a product" mindset, regularly gathering feedback from engineering teams and iterating to improve the developer experience • Design, build and maintain scalable, reliable infrastructure on Google Cloud to support our growing product needs • Collaborate closely with developers to streamline local and CI/CD workflows, and champion platform best practices • Evolve our observability stack - ensuring teams have the monitoring, logging and alerting they need to move quickly and confidently • Implement and maintain secure-by-default patterns for networking, secrets management, IAM, and workload isolation • Accelerate and complete the adoption of infrastructure-as-code (IaC) and GitOps to achieve consistent and auditable infrastructure changes

• Own and operate our Azure production platform, enabling secure, reliable application delivery across Production and Non-Production environments. • Build and run enterprise Azure foundations (Landing Zone, networking, identity/governance). • Operate production AKS and deliver secure API ingress and CI/CD release controls with strong observability and incident ownership. • Build and maintain reusable, production-grade IaC modules covering networking, security, AKS, APIM, Key Vault, monitoring, storage, and application services. • Support hub-spoke patterns, environment segmentation, RBAC, Azure Policy, tagging standards, and governance controls across Prod/Non-Prod. • Design and troubleshoot VNets, subnets, NSGs, UDRs/route tables, Load Balancers, NAT Gateway, Private Endpoints, Private DNS, and secure inbound/outbound traffic patterns. • Implement secure ingress and API delivery using APIM, Application Gateway, Front Door, and WAF, including TLS, OAuth2/OIDC/JWT validation, rate limiting/throttling, IP filtering, and private backend connectivity. • Support Azure Event Hubs (Kafka-compatible) for event-driven services, including throughput planning, monitoring, partitions/consumer groups, and secure access patterns. • Build multi-stage Azure DevOps YAML pipelines for Dev/QA/Staging/Prod with approvals, validation gates, deployment controls, and rollback strategies for both infrastructure and applications. • Maintain reliability using Azure Monitor, Log Analytics, Application Insights, and Container Insights; lead incident response and RCA with documented remediation and preventive controls. • Partner with engineering teams on deployment patterns, pipeline integration, and operational best practices.

• Lead and build critical capabilities for the Kortex platform • Work closely with software engineers, architects, product managers, and partner teams • Drive the design, development, integration, delivery, and evolution of highly scalable distributed software • Coach and mentor engineers to design and implement highly available, secure, distributed software in a scalable architecture • Identify technical risks/dependencies and clearly communicate them to project stakeholders