NICE

Customer Success Manager

• Own a portfolio of WEM accounts (IEX WFM, CXone WFM, EEM, ESP) and drive structured adoption programs aligned to each client's operational goals.
• Develop and maintain Solution Adoption Plans (SAPs) that track feature utilization, identify gaps, and define measurable success milestones.
• Lead regular cadences, including QBRs and adoption reviews, to assess progress, surface risk, and communicate value to client stakeholders.
• Serve as a subject matter expert across WFM and EEM workflows, including scheduling optimization, intraday management, adherence monitoring, and employee self-scheduling.
• Identify expansion and upsell opportunities by aligning underutilized product capabilities to client pain points.
• Partner with the TAM community as a center-of-excellence resource, providing enablement, escalation support, and best-practice guidance on WEM account management.

Senior Customer Success Manager

Account Executive

• Responsible for achieving annual sales quota and personally negotiating Enterprise-wide agreements.
• Coordinate and lead all sales activities to achieve business goals.
• Ensure the proposed sales and solutions capitalize on NiCE CXone Mpower's strengths and can be implemented successfully.
• Establishing new strategic relationships while maintaining existing relationships and analyzing customer’s business situations to identify constraints and new opportunities due to technological advances.
• Develop and maintain high-level relations with ‘C’levels.
• Initiate, support, develop and monitor purchasing agreements between NiCE CXone Mpower and the customer.

Strategic Account Executive – Healthcare Providers

DevOps Engineer

• The DevOps Engineer is a hybrid, senior-level role sitting at the intersection of operational reliability and software delivery automation. You will function as an integrated part of a cross-functional engineering team, combining the proactive service management mindset of an Application Operations Engineer with the automation-first philosophy of a DevOps practitioner.
• You will be responsible for keeping production environments healthy and performant, while simultaneously designing and maintaining the CI/CD pipelines, infrastructure-as-code frameworks, and tooling that enable rapid, high-quality software delivery. You are the connective tissue between engineering, platform, and operations — someone who is equally comfortable in an incident bridge call and a sprint planning meeting.
• Design, build, and maintain continuous integration and continuous delivery (CI/CD) pipelines for rapid, quality-assured deployment of software deliverables.
• Build and manage Infrastructure as Code (IaC) using tools such as CloudFormation, Ansible, Terraform, Chef, or Puppet.
• Manage day-to-day operations of release pipelines, build tools, artifact repositories, and source control systems.
• Coordinate build and release activities with engineering, QA, product, and other stakeholders across the organisation.
• Identify, research, and prototype new technologies and practices to continuously improve DevOps processes and team efficiency.

Lead DevOps Engineer

• The DevOps Engineer works as an integrated part of a software engineering team
• Facilitating and building automated pipelines for continuous delivery of the team's deliverables with guaranteed production-level quality and supportability
• Defining and developing continuous integration and deployment pipelines
• Building Infrastructure as Code
• Coordinating build and release activities with other stakeholders
• Managing day to day operations of release pipelines, build tools, and source control software and resources
• Troubleshooting & responding to downtime, performance degradation and outside attacks
• Performing ongoing maintenance and upgrades of DevOps systems
• Identifying, researching, and prototyping new technologies to improve DevOps processes

Lead DevOps Engineer, 6:00 PM - 2:00 AM Shift

Sales

• Lead, coach, and develop a high-performing team of AML Solutions Sales Executives across the Americas region.
• Drive regional AML business performance, including pipeline growth, strategic opportunity management, and bookings attainment.
• Enable the team with scalable, value-based sales methodologies, competitive positioning, and industry expertise.
• Partner with Sales Leadership to define and execute AML go-to-market strategies and regional sales initiatives.
• Act as a senior escalation point and executive sponsor for strategic customer engagements and high-priority opportunities.
• Collaborate with Product, Services, Marketing, and Industry SMEs to identify market trends, customer needs, and new solution opportunities.
• Ensure the team effectively positions Actimize solutions against competitors while aligning offerings to customer business outcomes.
• Support complex sales cycles through deal strategy, executive presentations, proposal reviews, and customer relationship management.
• Develop operational rigor around forecasting, pipeline inspection, opportunity progression, and sales execution consistency.
• Foster a culture of accountability, collaboration, continuous learning, and customer-centricity across the team.
• Provide leadership visibility into market dynamics, competitive intelligence, customer feedback, and regional business performance.

Manager, Solutions Sales

Affiliate Manager

• Develop and maintain relationships with clients
• Identify and pursue new business opportunities
• Collaborate with internal teams to deliver client solutions
• Prepare and present sales proposals to clients

Partner Executive

• Manage customer relationships
• Drive revenue growth through sales
• Collaborate with teams for strategies

Manager

• Manage NiCE’s global strategic consulting alliances, including pipeline growth, customer impact, and long-term expansion across priority industries.
• Define and run NiCE’s operating model for these partnerships, spanning governance, joint planning, enablement, and execution across regions.
• Set joint priorities, resolve escalations, and ensure coordinated execution across global and regional teams.
• Shape and lead co-selling of complex, CxO-level enterprise AI transformation opportunities that leverage NiCE’s AI, cloud, and digital platforms.
• Coordinate internal stakeholders (product, research, GTM, legal, communications) to support partner-led strategic engagements and lighthouse opportunities.
• Establish and enforce clear IP, quality, and conflict-of-interest guardrails across joint engagements and any co-developed assets.
• Define vertical strategy and select flagship reference customers in partnership with NiCE’s strategic consulting alliance partner across priority industries.
• Build and coordinate a dedicated alliance pod over time (matrixed team), spanning partner management, technical leadership, enablement, and operations; provide day-to-day direction and ensure accountability through clear goals, routines, and stakeholder alignment.
• Establish durable reporting, metrics, and operating cadence to ensure consistent alliance performance and continuous improvement.

Strategic Consulting Alliance Manager

Program Manager

• Own the engagement pipeline.
• Manage engagements from intake through to delivered readout, keeping each one moving in the priority order set by the business.
• Maintain a clear, current picture of the pipeline – what's in progress, what's queued next, and when each engagement is expected to land.
• Keep the program on schedule at scale, ensuring work flows through each stage without bottlenecks.
• Hold accurate, real-time status on every active engagement and track progress against target dates.
• Identify engagements at risk of slipping early and coordinate across the relevant teams to keep them on track.
• Serve as the reliable source of truth for where any engagement stands and what it needs to move forward.
• Give leadership consistent, accurate visibility into throughput, cycle time, and overall pipeline health.
• Define and maintain the KPIs that show how the program is performing.
• Keep program data clean and trustworthy in the system of record.
• As you learn the program, find ways to streamline the process, reduce manual effort, and make the operation more efficient.
• Partner with leadership and development resources on reporting, dashboards, and automation as the program continues to scale.

Program Manager, Executive Insights

• Define and govern project implementation methodology, quality standards, control / governance and continuous improvement for delivered projects and practices
• Full ownership & accountability of projects (Day 1)
• Supporting Service’s Director in developing, building and maintaining effective and highly efficient project management team and drive multi-million revenue targets
• Oversee several accounts projects from managerial perspective, as well as personally manage projects as individual contributor
• Closely working with sales, R&D, Project Managers and cloud teams for the delivery and successful completion of projects and activities
• Responsible for customer satisfaction and transaction survey results conducted for project management community
• Defining project goals and delivery plans, KPIs for project managers and objectives
• Initial point of contact and escalation, directly responsible for the rollout/delivery of products, services and production
• Directly responsible for improving and maintaining long-term customer satisfaction goals
• Develop and maintain positive and productive long term working relationship with customer’s business and operations managers, as trusted advisor
• Work jointly with sales to promote and expand sales of NiCE solutions, as well as value added services such as training and consulting
• Provide guidance to other PMs while working with the assigned major account
• Identify, drive / executive continuous improvement initiatives that bring us long term positive impact for Major Account Program
• Serve as an escalation point for the customer

Director, Program Management, CX

Strategic Account Executive – Healthcare

• The Account Executive is responsible for seeking and maintaining relationships with NiCE Customers, identifying new sales opportunities, and building market share in their regions.
• Responsible for achieving annual sales quota and personally negotiating Enterprise-wide agreements.
• Coordinate and lead all sales activities to achieve business goals.
• Ensure the proposed sales and solutions capitalize on NiCE CXone Mpower's strengths and can be implemented successfully.
• Establishing new strategic relationships while maintaining existing relationships and analyzing customer’s business situations to identify constraints and new opportunities due to technological advances.
• Develop and maintain high-level relations with ‘C’levels.
• Initiate, support, develop and monitor purchasing agreements between NiCE CXone Mpower and the customer.

Strategic Account Executive – Financial Services, Banking

• Act as the single point of ownership for customer success across assigned accounts, coordinating NiCE CX resources as needed to deliver outcomes
• Develop and maintain strong, productive relationships with customers, holding regular success reviews to understand their contact centre operations, business goals, and success criteria
• Drive adoption and value realisation, including AI-driven capabilities, by connecting NiCE CX technology to customer business outcomes and ROI
• Build trusted advisor relationships and deliver a customer experience aligned to stakeholder needs and expectations
• Partner with NiCE CX teams (Technical Support, Professional Services, Product, Engineering, etc.) to ensure issues, requests, and initiatives are progressing effectively and within SLA
• Demonstrate strong working knowledge of NiCE CX products and associated technologies, particularly those used by assigned customers
• Maintain currency in contact centre, AI, cloud, and digital customer experience technologies and trends
• Gain a deep understanding of each customer’s environment, identify success gaps and opportunities, and propose solutions that accelerate adoption and business impact
• Develop and deliver tailored presentations that articulate usage, adoption, realised benefits, ROI, opportunities, and next steps
• Proactively manage customer health, risks, and escalations, ensuring a consistently positive customer experience
• Support customers through go-live and post-go-live phases, building confidence and momentum as they mature in their use of the platform
• Contribute to high customer satisfaction and Net Promoter Scores (NPS) across the assigned portfolio
• Travel up to 25–30% to support customer success activities

Principal Customer Success Manager

Solutions Engineer

• Serve as the expert technical bridge between NiCE and its partners
• Equip partners with the knowledge, tools, and assets needed to create differentiated customer outcomes
• Act as a trusted technical go-to-market advisor, guiding partners from supported consumers of NiCE technology into self-sufficient, high-performing advocates
• Own partner readiness across NiCE's AI portfolio
• Equip partners with the skills and knowledge to translate customer business problems into concrete AI solution designs

Partner Value Solution Engineer

• Represent NiCE, create awareness, generate new ARR
• Achieve ARR & ACV booking targets
• Close deals via direct & partner ecosystem
• Build and maintain a qualified pipeline
• Close large enterprise deals
• Run full sales cycles from account planning to close
• Coordinate responses to RFPs/RFIs
• Represent NiCE at trade shows and industry events