Job Description

So, what’s the role all about?

NICE is running a growing internal AI platform that powers intelligent automation across the enterprise. As IT AI Operations Engineer, you are the person who keeps that platform healthy in day-to-day use, administering, supporting, and monitoring the AI solutions that the Architecture and Development teams design and the DevOps team provisions.

Where the DevOps team builds the pipelines and infrastructure, you operate what runs on top of it. You own the administration, support, and monitoring of the live AI services, measure the KPIs that show the platform is delivering value, and act as the first point of contact for users when something needs attention.

A core part of your mission is enabling business users: helping them publish and deploy their own self-service AI deliverables (agents, assistants, automations, and dashboards) safely and within governance, so the platform scales adoption without scaling friction. If you enjoy operating production systems, supporting people, and turning telemetry into insight, this is that role.

How will you make an impact?

You will operate and support NICE's AI platform in production, administer its components, monitor health and usage, measure KPIs, and empower business users to deploy their own self-service AI deliverables, working closely with the Development, DevOps, and Security teams.

Platform Administration & Operations

• Administer the live AI platform components built by the Development and DevOps teams: AI agents, the Models Gateway, RAG services, connectors, and self-service tooling
• Manage day-to-day operational tasks: user and access administration, configuration changes, license and quota management, and routine maintenance
• Operate within established guardrails and, raising change requests to DevOps rather than modifying infrastructure directly
• Maintain operational runbooks, standard operating procedures, and a knowledge base for recurring tasks

Monitoring, Health & Incident Support

• Monitor platform health, availability, and performance using the dashboards and observability stack (Azure Monitor, Application Insights, Log Analytics, Grafana)
• Act as first-line and second-line support for AI platform issues: triage, diagnose, resolve, or escalate to Development / DevOps with clear context
• Own the incident and ticket lifecycle (e.g. in ServiceNow): logging, prioritization, communication, resolution, and follow-up
• Track recurring issues and feed improvement requests back to the engineering teams

KPI Measurement & Reporting

• Define, measure, and report the KPIs that show platform value: adoption, active users, usage by team, token and cost consumption, deflection / automation rates, latency, and reliability
• Build and maintain operational and executive dashboards that turn telemetry into clear, decision-ready insight
• Produce regular service reports (usage, SLAs, cost, satisfaction) for stakeholders and leadership
• Surface trends and anomalies, and recommend actions to improve adoption, performance, and cost efficiency

Business-User Enablement & Self-Service

• Help business users publish and deploy their own self-service AI deliverables, agents, assistants, automations, and dashboards, safely and within governance
• Provide hands-on onboarding, guidance, and office hours; review self-service submissions for compliance and quality before they go live
• Maintain enablement materials: how-to guides, templates, training sessions, and FAQs
• Champion adoption across business units, gathering feedback and translating it into platform improvements

Governance, Security & Compliance Support

• Operate the platform in line with security and governance policies: access reviews, usage policies, data-handling rules, and audit logging
• Partner with the Security team on monitoring for misuse, policy violations, and compliance reporting
• Manage user access and permissions following least-privilege, and support periodic certification and audits
• Ensure self-service deployments meet approval and guardrail requirements before release

Continuous Improvement & Collaboration

• Work closely with the Development and DevOps teams as the operational voice of the platform, feeding real-world usage and pain points into the roadmap
• Contribute to automation of repetitive operational tasks to reduce toil and improve response times
• Participate in on-call / support rotation for business-hours (and critical after-hours) platform support
• Continuously refine support processes, KPIs, and enablement based on user feedback and service data

Have you got what it takes?

• 3+ years in IT operations, application support, platform operations, or a similar service-oriented role
• Hands-on experience operating and monitoring cloud services (Azure preferred): reading dashboards, logs, and metrics to diagnose issues
• Familiarity with observability and monitoring tools: Azure Monitor, Application Insights, Log Analytics, or Grafana
• Experience with IT service management and ticketing (e.g. ServiceNow): incident, request, and change processes
• Strong support and customer-service mindset, with the ability to explain technical topics to non-technical business users
• Understanding of identity and access administration: Entra ID, RBAC, least-privilege, and access reviews
• Ability to define and report KPIs and build clear dashboards and service reports
• Comfort working with AI / LLM-based products as an operator and enabler (agents, assistants, RAG, copilots)
• Fluency in English

Bonus:

• Experience supporting or administering AI / LLM platforms, chatbots, or automation tooling (e.g. Claude, Copilot, n8n, Power Platform)
• Basic scripting for automation of operational tasks (Python, PowerShell, or Bash)
• Familiarity with FinOps concepts: usage tracking, cost dashboards, and chargeback / showback
• Exposure to data visualization tools (Power BI, Grafana) for KPI and adoption reporting
• Understanding of AI governance, responsible-AI, and data-handling practices in an enterprise
• ITIL foundation or equivalent service-management knowledge
• We are hiring across the band, AI Operations Engineer (L2–L3) and Senior AI Operations Engineer (L3–L4), calibrated on experience

Bonus:

• Bachelor’s degree in industrial engineering, Information Systems, or a related field
• Hands-on with Claude features: Projects, Artifacts, Computer Use, Agent SDK, sub-agents, skills; familiarity with Model Context Protocol (MCP)
• Experience with RAG patterns; familiarity with Microsoft Copilot Studio
  
  

Why Join Us?

At NiCE, we don’t just connect systems—we connect people, platforms, and possibilities. In this role, you’ll be at the heart of driving product unification, governance, and go-to-market alignment across a mission-critical platform. You’ll join a team that breaks down silos and enables seamless customer experiences across our product ecosystem.

If you are a strategic thinker, a collaborative leader, and passionate about delivering cross-platform value, this is your opportunity to shape the future of customer experience with NiCE.

What’s in it for you?

Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NiCE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NiCEr!

Enjoy NiCE-FLEX!

At NiCE, we work according to the NiCE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

Requisition ID: 11243

Reporting into: Manager

Role Type: Individual Contributor