So, what’s the role all about?
Implementation Engineers collaborate with both new and existing clients to implement NICE products, acting as experts in configuring the client’s NICE portal and integrating it into their business processes. They take primary responsibility for setting up and implementing technical systems and applications, leveraging configuration tools, programming knowledge, and project management expertise.

How will you make an impact?

• Collaborate with clients to gather requirements and design tailored implementation strategies.
• Configure contact center solutions, including advanced call flows, IVR paths, APIs, and integrations.
• Configure and implement the client’s portal, utilizing NICE platform tools, including advanced features like APIs and integrations.
• Collaborate closely with Engagement Managers and Implementation Consultants to ensure successful onboarding and implementation.
• Troubleshoot technical issues during implementation and support User Acceptance Testing (UAT) to meet client requirements.
• Manage multiple client engagements simultaneously, ensuring timely and high-quality delivery.
• Document configuration steps, create process plans, and develop guides for specific products or features.
• Act as a key resource for improving configuration and implementation processes, sharing best practices and identifying areas for efficiency gains.
• Provide feedback to the Product Management team to support product enhancements and client needs.
• Use project management and ticketing tools like Asana, Rocketlane, Salesforce, Jira, and Confluence to track and manage implementation workflows.

Have you got what it takes?

• Bachelor’s degree in Telecommunications, Computer Science, or a related field.
• 3+ years of experience in implementing SaaS solutions, preferably in the contact center or telecommunications space.
• Previous experience in project implementation, customer service, or technical support is required.
• Experience in client-facing implementation is essential, ensuring successful project delivery and building strong relationships.
• Knowledge of programming languages, such as JavaScript, HTML, Perl, or Java.
• Experience with APIs, webhooks, and integrating third-party systems.
• Familiarity with IVR systems and contact center workflows.
• Basic knowledge of Data Base and writing SQL queries
• Proficiency in troubleshooting and problem-solving in complex technical environments.
• Excellent communication skills, with the ability to explain technical concepts to non-technical stakeholders.
• Self-motivated with strong organizational and time management skills.

Preferred Skills:

• 2 years of experience working with the LiveVox or NICE CXone Product Line and Configuration Tools, or other contact center solution(s)
• Knowledge of cloud technologies and platforms (e.g., AWS, Azure).
• Experience in implementing digital channels such as Email, SMS, Chat, and Chatbot, etc.
• Certification in project management methodologies (e.g., PMP, Agile).

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.

This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.​

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: 9805
Reporting into: Manager
Role Type: Individual Contributor

Position Summary:

DemandScience is seeking a highly skilled Senior Linux Systems Engineer to join the Lastbounce team and take ownership of a globally distributed, highly automated Linux infrastructure.

This role is responsible for the design, automation, deployment, and lifecycle management of a large-scale Linux environment spanning approximately 350 servers across 20+ global infrastructure providers. The environment is heavily automated and engineered for high performance, scalability, cost efficiency, and operational resilience.

You will play a key role in building and evolving infrastructure standards, automation frameworks, monitoring systems, and deployment pipelines that support a high-volume, real-time internal platform.

This is a hands-on infrastructure and engineering role requiring deep Linux expertise, strong automation skills, and a practical understanding of networking, performance tuning, and distributed systems.

Essential Job Functions “What You’ll Do”:

Linux Infrastructure Engineering

• Design, deploy, and manage a globally distributed fleet of Linux servers (primarily Ubuntu 24.04 LTS)
• Own the full infrastructure lifecycle, including provisioning, configuration, patching, performance tuning, and decommissioning
• Develop and maintain standardised server builds, templates, and configuration baselines
• Optimise systems for performance, reliability, scalability, and cost efficiency

Automation & Configuration Management

• Use SaltStack extensively for:
  • Configuration management
  • Orchestration
  • Automated deployments
  • State enforcement and drift correction
• Develop automation to support rapid, repeatable infrastructure deployment across multiple providers
• Automate operational workflows and eliminate manual intervention wherever possible
• Contribute to infrastructure-as-code standards and practices

Networking & Systems Integration

• Configure and troubleshoot complex networking environments, including:
  • IPv4 and IPv6 addressing and routing
  • Policy routing
  • DNS configuration and troubleshooting
  • Firewall management (ufw / iptables / nftables / provider-level firewalls)
  • VPN connectivity where required
• Diagnose and resolve network-level and system-level performance issues

Monitoring & Operational Excellence

• Work with our custom in-house monitoring and observability platform
• Monitor infrastructure health, system metrics, logs, and alerts
• Perform root cause analysis and implement long-term solutions
• Continuously improve monitoring coverage, alert quality, and operational visibility

CI/CD & Deployment Integration

• Collaborate with software engineering teams to integrate infrastructure with CI/CD pipelines
• Support automated deployment processes across development, staging, and production environments
• Ensure infrastructure supports rapid and reliable code deployment

Troubleshooting & Incident Resolution

• Act as a senior escalation point and SME for complex infrastructure issues
• Diagnose problems across the full stack, including:
  • Operating system
  • Network
  • Storage
  • Virtualisation
  • Provider-specific issues
• Implement permanent fixes and preventative improvements

Continuous Improvement

• Identify opportunities to improve reliability, automation, performance, and cost efficiency
• Maintain clear technical documentation and operational procedures
• Contribute to infrastructure strategy and architecture decisions

Technical Environment

You will work with technologies including:

• Ubuntu Linux (24.04 LTS)
• SaltStack
• Multi-provider cloud infrastructure, including:
  • OVH
  • Linode
  • Digital Ocean
  • Hetzner
  • AWS
  • Other global providers
• IPv4 and IPv6 networking
• Custom monitoring and observability platform
• CI/CD pipelines and automation tooling
• Virtualisation platforms including VMware, KVM and provider-managed solutions
• Dedicated physical servers

Required Skills & Experience

• Core Linux & Infrastructure
  • Including safe in-place upgrades for new Ubuntu LTS versions
• 5+ years of hands-on Linux systems engineering experience
• Deep knowledge of Linux internals, including:
  • System startup and systemd
  • Networking stack
  • Disk and filesystem management
  • Process management and performance tuning
• Proven experience managing large-scale Linux environments

Automation & Configuration Management

• Strong experience with SaltStack (or equivalent transferable skill such as Ansible, Puppet, or Chef)
• Experience implementing infrastructure as code
• Strong scripting ability in:
  • Bash (essential)
  • Perl (essential)
  • Python (preferred)

Networking

• Strong practical networking knowledge including:
• TCP/IP fundamentals
• IPv4 and IPv6 addressing and routing
  • Provider failover IP’s, floating IP’s
  • IPv6 subnet routing – advanced
• DNS
  • Provider API automation for forward and reverse zones
• Firewall configuration
  • ufw
  • Iptables
  • nftables
• Network troubleshooting and diagnostics

Cloud & Virtualisation

• Experience working with cloud infrastructure providers
• Understanding of virtualised environments and underlying infrastructure

Monitoring & Reliability

• Experience working with monitoring and alerting systems
• Strong troubleshooting and root cause analysis skills

Essential Qualifications “What You’ll Need”: 

• Experience with CI/CD tools such as Jenkins
• Experience with containerisation (Docker, Kubernetes)
• Experience with Squid or other proxy technologies
• Experience working with globally distributed infrastructure
• Experience working in performance-sensitive environments

Personal Attributes

• Strong problem-solving ability and technical curiosity
• Ability to work independently and take ownership
• Strong attention to detail
• Clear communication skills
• Ability to work effectively with engineering and product teams

THE GOOD STUFF!

We embrace diversity and inclusion and encourage our amazing team members at DemandScience to bring their authentic, fun selves to work every day. We offer a culture of innovation, mutual respect, support, and transparency.  The competitive and comprehensive benefits our team members enjoy are designed to ensure you and your family members are healthy. Check this out!

• Paid time off
• Medical provided through HMO
• Life Insurance
• Peer-Appreciation Program
• Employee Referral Program
• A fast-paced, innovative culture with an open and collaborative environment, where you can make an impact.
• Join a great organization that cares about employees!

DemandScience is proud to be an equal opportunity workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.

#LI-Remote

Find out more at https://demandscience.com/careers/#join-the-team