AI Operations Engineer

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you. 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,