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Software Engineer - Job Opportunity at NICE Ltd.

Pune, India
Full-time
Mid-level
Posted: June 29, 2025
Hybrid
INR 8,00,000 - 12,00,000 per year (approximately USD 9,600 - 14,400), considering the mid-level experience requirement, technical specialization in enterprise software, location in Pune's growing tech hub, and NICE's position as a market-leading global technology company with strong compensation practices

Benefits

NiCE-FLEX hybrid work model offering optimal work-life balance with 2 office days and 3 remote days weekly, providing flexibility while maintaining collaborative innovation opportunities
Access to comprehensive training and development programs designed to enhance technical skills and career advancement within a market-leading organization
Internal career mobility opportunities across multiple roles, disciplines, domains, and locations within a global company of 8,500+ employees
Exposure to cutting-edge AI, cloud, and digital technologies through work with industry-leading software products used by Fortune 100 corporations
Professional growth through management of high-impact customer incidents affecting millions of daily interactions and billions of financial transactions

Key Responsibilities

Serve as the primary R&D liaison for critical customer-reported incidents, driving technical excellence through systematic replication and diagnosis of complex software bugs that impact enterprise-level operations
Provide strategic technical consultation to support teams, ensuring optimal product utilization and accurate bug identification across diverse customer environments
Lead the optimization and development of advanced incident management tools and technologies, directly enhancing organizational efficiency in tracking and resolving critical issues
Execute comprehensive management of escalated and high-impact incidents, maintaining service excellence for Fortune 100 clients and protecting company reputation
Deliver executive-level communication and stakeholder management during critical incidents, providing transparent status updates and realistic resolution timelines to maintain customer trust
Orchestrate cross-departmental collaboration between technical support, R&D teams, and other business units, ensuring seamless information flow and coordinated incident response
Drive continuous improvement initiatives by implementing strategic recommendations based on incident review findings, directly contributing to enhanced prevention and response capabilities
Design and deliver specialized training programs for technical support and NOC teams, building organizational capability in incident detection, escalation protocols, and handling procedures

Requirements

Education

Bachelor/Master of Engineering Degree in Computer Science, Electronic Engineering or equivalent from reputed institute

Experience

2+ years of experience in technical troubleshooting, preferably in a software or IT environment

Required Skills

Proven track record of managing complex incidents and coordinating cross-functional teams Strong technical knowledge of software systems and case management processes Excellent problem-solving and analytical skills Effective communication and interpersonal skills Experience with incident management tools and platforms (e.g., JIRA, ServiceNow) Ability to work under pressure and manage multiple priorities

Certifications

Relevant certifications (e.g., ITIL, Incident Management) are a plus
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Sauge AI Market Intelligence

Industry Trends

The enterprise software support industry is experiencing unprecedented growth in incident complexity as organizations increasingly rely on AI-powered customer experience platforms, creating high demand for skilled sustenance engineers who can manage sophisticated technical challenges across cloud and on-premise environments. Digital transformation initiatives across Fortune 100 companies are driving the need for specialized technical professionals who can bridge the gap between customer support and R&D teams, particularly in companies managing millions of daily customer interactions and financial transactions. The shift toward proactive incident management and prevention strategies is creating opportunities for engineers with strong analytical skills and cross-functional collaboration experience, as organizations prioritize customer experience continuity and operational resilience. Hybrid work models are becoming standard in technical support roles, with companies recognizing that flexible work arrangements enhance employee satisfaction while maintaining the collaborative innovation necessary for complex problem-solving in enterprise software environments.

Role Significance

Typically operates within a 5-8 person sustenance engineering team reporting to a Tech Manager, with regular collaboration across technical support teams of 15-20 members and coordination with R&D teams of varying sizes depending on product complexity
This mid-level technical role carries significant organizational impact as the primary interface between customer-facing issues and internal R&D teams, requiring independent decision-making authority and the ability to influence cross-departmental processes while managing high-stakes customer relationships

Key Projects

Implementation of advanced incident management automation tools to reduce resolution times and improve customer satisfaction metrics Cross-functional process improvement initiatives that enhance communication between support and development teams Development of comprehensive training programs that elevate organizational technical capabilities Root cause analysis projects that drive product quality improvements and reduce recurring customer issues

Success Factors

Developing deep technical expertise in NICE's AI and cloud-based customer experience platforms while maintaining broad knowledge of enterprise software architectures and integration challenges Building strong relationships across technical support, R&D, and customer success teams to facilitate rapid incident resolution and maintain high customer satisfaction levels Mastering incident management methodologies and tools while continuously improving processes to handle increasing complexity and volume of customer issues Demonstrating exceptional communication skills that enable effective stakeholder management during high-pressure situations and complex technical discussions Maintaining a customer-centric mindset while balancing technical feasibility and business requirements in incident resolution strategies

Market Demand

High demand driven by the critical nature of customer experience management in enterprise software, NICE's market leadership position, and the specialized skill set required to manage complex technical incidents in AI and cloud-based platforms serving Fortune 100 clients

Important Skills

Critical Skills

Incident management expertise is absolutely essential as this role serves as the primary coordinator for customer-reported issues, requiring systematic approaches to problem resolution and stakeholder communication in high-pressure environments where customer satisfaction and company reputation are at stake Cross-functional collaboration skills are fundamental to success, as the role requires seamless coordination between technical support, R&D, and customer success teams to ensure rapid issue resolution and maintain service quality standards expected by Fortune 100 clients Technical troubleshooting capabilities form the foundation of the role, enabling effective diagnosis of complex software bugs and system issues across diverse customer environments and technology stacks Communication and stakeholder management abilities are critical for managing customer expectations during incidents while providing clear, timely updates to internal teams and external stakeholders throughout the resolution process

Beneficial Skills

ITIL or incident management certifications would provide structured frameworks for managing complex customer issues and implementing best practices in service management Experience with AI and cloud technologies would be valuable given NICE's focus on these areas and the increasing complexity of customer deployments Project management skills would enhance the ability to coordinate multiple concurrent incidents and improvement initiatives Customer success or account management experience would provide valuable perspective on customer relationship dynamics and business impact assessment

Unique Aspects

This role offers rare exposure to enterprise-scale technical challenges affecting Fortune 100 companies, providing invaluable experience in managing high-stakes customer relationships and complex software systems
The position combines technical depth with strategic business impact, as incident resolution directly affects customer experience for millions of daily users and billions of financial transactions
NICE's market leadership in AI and cloud technologies provides access to cutting-edge tools and methodologies that are shaping the future of customer experience management
The hybrid work model and emphasis on internal career mobility create an optimal environment for professional growth and work-life balance

Career Growth

Career advancement typically occurs within 18-36 months for high-performing individuals, with NICE's emphasis on internal mobility and professional development creating multiple pathways for progression across technical and management tracks

Potential Next Roles

Senior Sustenance Engineer or Technical Lead positions within 2-3 years, involving greater responsibility for complex customer relationships and team mentorship Technical Manager roles overseeing sustenance engineering teams and driving strategic incident management initiatives Product Management positions leveraging deep customer insight and technical expertise to influence product development roadmaps Solutions Engineering or Customer Success roles that combine technical depth with customer relationship management skills

Company Overview

NICE Ltd.

NICE Ltd. stands as a dominant force in the customer experience and financial crime prevention software industry, serving over 25,000 global businesses including 85 of the Fortune 100 corporations with AI-powered solutions that process more than 120 million daily customer interactions and monitor 3+ billion financial transactions, establishing the company as an essential technology partner for the world's largest enterprises

As a publicly traded company on NASDAQ with consistent recognition as a market leader in AI, cloud, and digital customer experience solutions, NICE maintains a strong competitive position through continuous innovation and comprehensive product portfolios that address critical business needs across multiple industries
The Pune location represents NICE's strategic expansion into India's thriving technology ecosystem, leveraging the region's exceptional engineering talent and cost advantages while maintaining direct connectivity to global customers and development teams across the company's 30+ country presence
NICE fosters a high-performance, innovation-driven culture that attracts ambitious professionals seeking to make significant impact in a fast-paced, collaborative environment where individual contributions directly influence products used by millions of people worldwide, supported by comprehensive flexibility policies and continuous learning opportunities
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