N

NiCE

Builds AI software for customer service

Platform Engineering Team Leader

Full-TimeUpdated
No salary listed
Senior, Expert
Bachelor's
Ra'anana, Israel
HybridHybrid model: 2 days in the office and 3 days working remotely each week.
Engineering ManagementEngineering Leadership

About the job

Requirements
  • A B.Sc. in Computer Science, Engineering, or a related field is required.
  • At least 5 years of leadership experience managing engineering teams is required.
  • At least 8 years of hands-on experience in Platform Engineering, DevOps, Site Reliability Engineering, Cloud Infrastructure, or Software Engineering is required.
  • Proven experience leading large-scale cloud-native SaaS environments is required.
  • Strong AWS expertise and a strong understanding of cloud architecture patterns are required.
  • Deep understanding of Kubernetes, containers, and distributed systems is required.
  • Strong experience with Infrastructure as Code tools such as Terraform, OpenTofu, CDK, CloudFormation, or Helm is required.
  • Strong experience designing and operating CI/CD platforms such as GitHub Actions, Jenkins, GitLab, Azure DevOps, or ArgoCD is required.
  • A strong understanding of observability platforms, reliability engineering, and production operations is required.
  • Experience driving cross-functional initiatives across multiple organizations is required.
  • Excellent communication, stakeholder management, and decision-making skills are required.
Responsibilities
  • Define and execute the Platform Engineering vision and roadmap.
  • Build, lead, and grow a high-performing team of DevOps, Site Reliability Engineering, Infrastructure, and Platform Engineers.
  • Drive engineering excellence, operational maturity, and continuous improvement.
  • Establish platform standards, governance models, and engineering best practices.
  • Act as a senior technical leader and mentor across multiple engineering organizations.
  • Own the cloud infrastructure strategy across AWS environments.
  • Lead modernization initiatives involving Kubernetes, GitOps, Infrastructure as Code, and self-service platforms.
  • Drive platform scalability, resiliency, security, and cost optimization.
  • Establish golden paths that simplify infrastructure consumption for development teams.
  • Own enterprise CI/CD platforms, deployment workflows, and release engineering practices.
  • Enable faster and safer software delivery through automation and self-service capabilities.
  • Improve developer productivity through platform tooling, templates, and reusable services.
  • Drive adoption of GitHub Actions, Jenkins, ArgoCD, and modern delivery practices where appropriate.
  • Lead Site Reliability Engineering practices and reliability improvement programs.
  • Improve incident response, root-cause analysis, operational readiness, and platform resilience.
  • Drive proactive risk management, technical debt reduction, and production excellence.
  • Strengthen observability, alerting, and operational visibility across platform services.
  • Partner with security teams to implement secure-by-default platform capabilities.
  • Embed security controls into CI/CD pipelines and platform workflows.
  • Ensure compliance, governance, and auditability across cloud environments.
  • Partner with Database Reliability Engineering and data platform teams to ensure scalable, reliable, and observable data services.
  • Leverage AI and automation to improve engineering productivity and operational efficiency.
  • Evaluate emerging technologies and define pragmatic adoption strategies.
  • Foster a culture of ownership, innovation, learning, and continuous improvement.
  • Partner closely with R&D, Product Management, Security, Operations, and Architecture teams to define and execute the next generation of the NICE Actimize cloud platform.
Desired Qualifications
  • Experience leading Platform Engineering transformations is an advantage.
  • Experience with AI-enabled engineering tools and automation frameworks is an advantage.
  • Experience with multi-tenant SaaS architectures is an advantage.
  • Experience with Database Reliability Engineering or data platform operations is an advantage.
  • AWS certifications or equivalent cloud certifications are an advantage.
  • Experience operating regulated, security-sensitive, or compliance-driven platforms is an advantage.

About the company

N

NiCE

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NiCE builds cloud software that lets businesses run customer service across phone calls, messaging and digital channels, alongside tools for financial crime prevention. Its CXone platform combines contact routing, automated self-service and workforce management so companies manage service teams and customer requests in one system. Cognigy supplies conversational AI agents, while Actimize analyzes transactions and communications for fraud and compliance teams. Customers pay through cloud subscriptions and usage fees, software licenses, support and implementation services. Founded in 1986, it maintains headquarters in Ra'anana, Israel, and Hoboken, New Jersey.

Company Size

5,001-10,000

Company Stage

IPO

Headquarters

Ra'anana, Israel

Founded

1986

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Simplify's Take

What believers are saying

  • Cloud demand supports expansion: NiCE reported 12.6% yearly cloud revenue growth in August 2026.
  • AI reaches major deals: February 2026 reporting put AI in every new seven-figure CXone deal during 2025.
  • Employees get scheduled flexibility: NiCE advertises three remote days weekly for roles covered by its hybrid model.

What critics are saying

  • Profitability weakened: NiCE's August 2026 report showed adjusted operating margin falling to 25.3% from 30.2% a year earlier.
  • Sales remain concentrated: the Americas supplied about 84% of NiCE's revenue in its 2025 annual report.
  • Actimize staff face ownership uncertainty: September 2026 reporting described exclusive sale talks with Brookfield.

What makes NiCE unique

  • NiCE protects specialized technology: its 2025 annual report lists 598 U.S. patents.
  • NiCE extends customer systems: CXone's marketplace contains over 200 pre-integrated apps.
  • NiCE measures soft skills at scale: Fifth Third uses behavior scoring across its 1,500-agent contact center.

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Benefits

  • Hybrid Work Options
  • Flexible Work Hours

Company News

Business Wire
Oct 28th, 2026
Newsroom | Business Wire

The global leader in press release distribution and regulatory disclosure. Public relations and investor relations professionals rely on Business Wire for broad-based and targeted market reach.

iTWire
Oct 26th, 2026
NiCE appoints Rajesh Shriyan as Chief Information Officer to accelerate enterprise-wide AI transformation.

NiCE appoints Rajesh Shriyan as Chief Information Officer to accelerate enterprise-wide AI transformation. NiCE | Published 26 Oct 2026 NiCE the world's leading AI-powered customer experience (CX) platform provider, today announced the appointment of Rajesh Shriyan as Chief Information Officer (CIO). Shriyan will lead NiCE's global information technology organisation, reporting directly to Arun Chandra, Chief Operating Officer of NiCE. Shriyan brings more than 25 years of enterprise technology leadership spanning AI, data, cloud, enterprise architecture, business applications and large-scale transformation. He joins NiCE from NetApp, where he most recently served as Vice President of AI, Data, Enterprise Architecture & Applications. "Rajesh has a proven record of turning AI and technology into measurable business outcomes at enterprise scale," said Arun Chandra, Chief Operating Officer, NiCE. "As NiCE helps the world's leading brands put AI at the center of every customer interaction, we are holding ourselves to the same standard. Rajesh's experience leading enterprise transformation and scaling responsible AI adoption makes him the right leader to strengthen our operational foundation as we enter our next phase of growth." At NetApp, Shriyan led a global organisation of technology leaders, architects, subject-matter experts and delivery partners. He scaled the company's AI Center of Excellence, delivered business-focused AI solutions, and enabled responsible AI adoption for more than 10,000 employees. Over a 15-year tenure at NetApp, he also served as Chief Architect, leading enterprise architecture and data analytics. Before NetApp, he spent more than a decade as an IT architect at Cisco Systems. As CIO, Shriyan will oversee NiCE's enterprise applications, data, infrastructure, and IT services. He will play a central role in advancing the company's internal AI transformation and modernizing core business processes, including its quote-to-cash operations. "NiCE is defining what AI-powered customer experience looks like, and I'm excited to help bring that same AI-first approach to how we run the company," said Rajesh Shriyan, Chief Information Officer, NiCE. "My focus will be on giving our teams the data, platforms and AI capabilities they need to move faster, work smarter and deliver even greater value to our customers and partners." Shriyan holds a Bachelor of Engineering from K. J. Somaiya College of Engineering in Mumbai. He is based in the Raleigh-Durham, North Carolina area. With this appointment, NiCE continues to build a leadership team that pairs deep AI expertise with operational discipline, advancing its vision of AI that puts people first.

TechDay
Oct 21st, 2026
NiCE named Gartner CCaaS leader as AI revenue jumps.

NiCE named Gartner CCaaS leader as AI revenue jumps. Thu, 22nd Oct 2026 NiCE has been named a Leader in the 2026 Gartner Magic Quadrant for Contact Centre as a Service and was placed furthest among providers for Completeness of Vision. The recognition comes as NiCE reported continued growth in its artificial intelligence business. AI annual recurring revenue reached USD $362 million in the second quarter, up 52% from a year earlier, and now accounts for 15% of cloud revenue. NiCE, which sells cloud-based customer service software, linked the ranking to a broader shift in the contact centre market as businesses combine AI tools with human agents in customer support operations. Demand, it said, is moving beyond pilot projects to larger deployments across enterprise operations. The quarter also marked a record period for AI bookings, driven by NiCE Cognigy, its AI offering for customer service automation. Several large organisations were cited as users of the technology in live production settings, including Openreach, Toyota, Lufthansa Group and Tripadvisor. At Openreach, NiCE said AI agents reduced missed appointments and inbound contact volumes by one-third. At Toyota, 95% of customers offered the AI service chose to book directly with an AI agent. Lufthansa Group uses AI agents to handle more than 16 million customer conversations a year, according to NiCE. Tripadvisor, meanwhile, moved AI voice agents from concept to live calls in 2.5 months. Market shift The contact centre software sector has become a focal point for AI investment as companies look to automate more customer interactions while keeping human staff involved in more complex cases. Vendors increasingly describe the next phase of the market as mixed environments in which AI systems and human agents work together on the same platform. That shift has also changed how suppliers talk about performance, with greater emphasis on business outcomes and handling end-to-end customer requests rather than simple measures such as call volumes or agent activity. Scott Russell, Chief Executive Officer of NiCE, said the company's experience serving large organisations had shaped its position in the market. "We got here by running customer service for the world's most demanding enterprises for decades, and by building the AI to match it," said Scott Russell, Chief Executive Officer, NiCE. Russell said the company sees customer service moving beyond the traditional contact centre model. "The contact center was where customer service lived. It is no longer where it ends. What matters now is one platform, where every interaction is handled by the right agent, human or AI, and every enterprise can run customer service as a single, accountable operation," he said. Enterprise focus The latest figures suggest NiCE is trying to show that AI adoption in customer service has reached a more commercial stage among large corporate buyers. By highlighting recurring revenue and named deployments, it is pointing to established contracts rather than early trials. That matters in a market where software groups are under pressure to show AI products can generate sustained revenue rather than experimental spending. Contact centre providers have been competing to demonstrate both technological progress and evidence of use at scale. NiCE said enterprises now need systems that combine AI agents, human agents, workflows and real-time context in a single operating model. It argued that customer service teams are being asked to manage AI securely and with stronger governance as automated interactions expand. The latest ranking gives NiCE a prominent position in a competitive CCaaS market, where providers are trying to win larger cloud contracts from global businesses. The company's comments and financial indicators suggest AI performance has become a central measure of that competition, with AI annual recurring revenue of USD $362 million and deployments at Openreach, Toyota, Lufthansa Group and Tripadvisor.

IT Brief India
Oct 21st, 2026
NiCE named Gartner CCaaS leader as AI revenue jumps.

NiCE named Gartner CCaaS leader as AI revenue jumps. Wed, 21st Oct 2026 NiCE has been named a Leader in the 2026 Gartner Magic Quadrant for Contact Centre as a Service and was placed furthest among providers for Completeness of Vision. The recognition comes as NiCE reported continued growth in its artificial intelligence business. AI annual recurring revenue reached USD $362 million in the second quarter, up 52% from a year earlier, and now accounts for 15% of cloud revenue. NiCE, which sells cloud-based customer service software, linked the ranking to a broader shift in the contact centre market as businesses combine AI tools with human agents in customer support operations. Demand, it said, is moving beyond pilot projects to larger deployments across enterprise operations. The quarter also marked a record period for AI bookings, driven by NiCE Cognigy, its AI offering for customer service automation. Several large organisations were cited as users of the technology in live production settings, including Openreach, Toyota, Lufthansa Group and Tripadvisor. At Openreach, NiCE said AI agents reduced missed appointments and inbound contact volumes by one-third. At Toyota, 95% of customers offered the AI service chose to book directly with an AI agent. Lufthansa Group uses AI agents to handle more than 16 million customer conversations a year, according to NiCE. Tripadvisor, meanwhile, moved AI voice agents from concept to live calls in 2.5 months. Market shift The contact centre software sector has become a focal point for AI investment as companies look to automate more customer interactions while keeping human staff involved in more complex cases. Vendors increasingly describe the next phase of the market as mixed environments in which AI systems and human agents work together on the same platform. That shift has also changed how suppliers talk about performance, with greater emphasis on business outcomes and handling end-to-end customer requests rather than simple measures such as call volumes or agent activity. Scott Russell, Chief Executive Officer of NiCE, said the company's experience serving large organisations had shaped its position in the market. "We got here by running customer service for the world's most demanding enterprises for decades, and by building the AI to match it," said Scott Russell, Chief Executive Officer, NiCE. Russell said the company sees customer service moving beyond the traditional contact centre model. "The contact center was where customer service lived. It is no longer where it ends. What matters now is one platform, where every interaction is handled by the right agent, human or AI, and every enterprise can run customer service as a single, accountable operation," he said. Enterprise focus The latest figures suggest NiCE is trying to show that AI adoption in customer service has reached a more commercial stage among large corporate buyers. By highlighting recurring revenue and named deployments, it is pointing to established contracts rather than early trials. That matters in a market where software groups are under pressure to show AI products can generate sustained revenue rather than experimental spending. Contact centre providers have been competing to demonstrate both technological progress and evidence of use at scale. NiCE said enterprises now need systems that combine AI agents, human agents, workflows and real-time context in a single operating model. It argued that customer service teams are being asked to manage AI securely and with stronger governance as automated interactions expand. The latest ranking gives NiCE a prominent position in a competitive CCaaS market, where providers are trying to win larger cloud contracts from global businesses. The company's comments and financial indicators suggest AI performance has become a central measure of that competition, with AI annual recurring revenue of USD $362 million and deployments at Openreach, Toyota, Lufthansa Group and Tripadvisor.

Business Wire
Oct 21st, 2026
NiCE named Gartner CCaaS Leader as AI annual recurring revenue hits $362M, up 52%

NiCE has been named a Leader in the 2026 Gartner Magic Quadrant for Contact Center as a Service (CCaaS). The company was placed furthest of any provider for Completeness of Vision. Its AI annual recurring revenue reached $362 million in the second quarter of 2026, up 52% year over year. That is now 15% of cloud revenue, and the quarter set a record for AI bookings. "What matters now is one platform, where every interaction is handled by the right agent, human or AI," said chief executive officer Scott Russell. NiCE Cognigy's AI is live at Openreach, Toyota, Lufthansa Group, and Tripadvisor. At Lufthansa, AI agents handle more than 16 million customer conversations a year.

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