NICE AppOps Integration and Support Engineer

Job description

Overview

NICE - AppOps - Integration and Support Engineer

Location: Sutherland Bogota, D.C., Capital District, Colombia

Hybrid AppOps and Support position in Bogotá, Colombia.

Join a Great Place to Work company serving the world's biggest technology companies.

Job Description

The NICE Sales Performance Management products focus on improving the sales productivity, effectiveness, and other operational aspects of our customers’ employees and sales teams.

Our products allow companies to integrate valuable but disparate data from existing software applications, automate sales incentive calculations, reporting, and boost sales team morale by setting clear goals and monitoring their progress – all of which increase company productivity.

Our web-based application is unique in its use of hybrid OLTP/OLAP data structures in combination with emerging technologies at compute, storage and network level for sophisticated end-user applications.

NICE is the leading provider of Sales Performance Management and Service Performance Management applications focused on improving operational effectiveness of sales forces and service organizations across a range of vertical industries.

NICE’s award-winning products serve Global 2000 customers, and include advanced analytics, incentive compensation management, coaching, reporting and other performance execution applications.

Key Responsibilities

• Integration & Deployment: Implement and deploy custom NICE’s product suite solutions for clients, install and integrate NICE’s applications with diverse enterprise systems and data sources using ETL processes, REST APIs, web services, XML, XSLT, and scripting languages.
  
  This includes installing and maintaining MicroStrategy Intelligence Server, web server, and application tools suite, as well as managing and maintaining data models for reporting and analytics, including report configuration using MicroStrategy development and configuration tools.
  
  
• Issue Resolution and Support: Provide front-line support, troubleshooting and resolving Sales Performance Management application issues reported by end-users.
  
  Leverage product knowledge, technical skills, and internal resources to investigate and resolve customer problems.
  
  Meticulously document the problem-solving process, including all decisions and actions taken, from initial report to final resolution.
  
  Test fixes and conduct post-resolution follow-ups to ensure effective problem resolution using established testing methodologies.
  
  Analyze documented resolutions and identify trends to proactively prevent recurring issues.
  
  
• Client Collaboration & Technical Expertise: Collaborate closely with clients and NICE's Client Services team, providing technical expertise throughout the deployment lifecycle.
  
  This encompasses data mapping and integration, forms and workflow design and implementation, and report design and implementation.
  
  Liaise with clients to gather information regarding operational issues encountered while using NICE's product suite.
  
  Document these issues for analysis and resolution.
  
  
• System Administration and Maintenance: Perform hands-on maintenance and support for Sales Performance Management applications, including software installation and upgrades, database exports, and system and application configuration.
  
  
• Teamwork & Continuous Improvement: Work with other NICE Integration Engineers and Business Analysts to share best practices and knowledge.
  
  Provide valuable feedback to NICE’s Product Management group regarding potential product enhancements and to improve customer experience.
  
  

Qualifications

• 5+ years of experience delivering excellent customer support, including the ability to explain complex technical information clearly to both business and technical audiences.
  
  
• 4+ years of hands-on experience with a strong technical foundation in Linux, shell scripting, data handling, SQL, and PL/SQL scripting.
  
  Possesses excellent analytical skills and will apply this expertise to analyze and resolve customer issues.
  
  
• Hands-on knowledge and practical integration experience with enterprise software applications.
  
  
• Proven experience with troubleshooting methodologies and demonstrated problem-solving abilities.
  
  
• Excellent organizational skills and the ability to effectively manage tasks, set priorities, and meet deadlines.
  
  
• Excellent verbal and written communication skills and the ability to collaborate effectively within a team environment.
  
  
• Demonstrated ability to bridge communication gaps between technical and business stakeholders.
  
  
• Bachelor's degree in computer science (or equivalent).
  
  
• A passion for technology and a willingness to learn and adapt to emerging technologies and trends.
  
  
• Willingness to travel up to 10%.
  
  

• Deep understanding of Linux and Unix environments, including shell scripting for automation, system management, and troubleshooting.
  
  
• Experience with scripting languages like Python and Perl, along with general programming knowledge in Java.
  
  Familiarity with web technologies (HTML, CSS, JSP, XML, XSLT) is beneficial for troubleshooting and supporting web applications.
  
  
• Strong database skills with RDBMS such as Oracle, PostgreSQL, SQL Server, and DB2.
  
  PL/SQL experience is valuable.
  
  
• Operational experience with installing, maintaining, and deploying applications and code within AWS.
  
  
• Familiarity with configuring and testing REST API calls and web services.
  
  

• Exposure to CRM tools like Salesforce and ERP systems like Oracle or SAP is a plus.
  
  
• Exposure or experience within the sales domain is advantageous.
  
  
• Familiarity with cloud-native data platforms (e.g., Snowflake, Amazon Redshift, Google BigQuery), data lakes, data marts, and data warehouses is required.
  
  
• Experience with HTAP, Hadoop, Spark, or other Big Data technologies is highly desirable.
  
  
• Experience with cloud platforms (e.g., AWS, Azure, GCP) and cloud-based data services is necessary.
  
  
• Familiarity with ETL tools (e.g., Informatica, Talend, AWS Glue, Oracle/Pentaho DI, Azure Data Factory) is important.
  
  

Familiarity with Business Intelligence tools (e.g., MicroStrategy, Tableau, Power BI, Business Objects, Cognos) is beneficial for supporting data-driven decision-making.

Additional Information

This is a Hybrid AppOps and Support position in Bogotá, Colombia.

Enjoy the benefits of joining a Great Place to Work company working for the world's biggest technology companies.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology

Industries

• IT Services and IT Consulting

Required Skill Profession

Soporte Técnico Y Administración