NICE

Solutions Engineer

• Provide technical configuration, best practice guidance and customized training to customers for the CXOne Agent products
• Assist customers to achieve desired business outcomes and ROI for implemented products
• Engage internal product management organizations as necessary to ensure customer requirements are prioritized and incorporated into product roadmaps
• Maintain expertise and currency in industry leading contact center methodologies, processes, and technologies surrounding the use of Agent products
• Serve in a consultative capacity with the CXone project team, driving a successful customer/partner engagement lifecycle, ensuring appropriate internal resources are engaged as needed
• Manage assigned case load in Salesforce to ensure customer SLAs are satisfied

Solutions Architect

Account Executive

• Become the Subject Matter Expert and act as a "go to" person for Americas sales team for VRS selling
• Drive sales opportunities while working in an overlay sales model to leverage the existing NICE sales organization infrastructure
• Deliver on organizational strategy with the NICE VRS model to instigate and drive positive change
• Develop a Go-To- Market (GTM) strategy and maintain Continuous (VRS) pipeline
• Focus on services-only sales (unattached to product) that drive customer value and success
• Mine the current NICE installed base and develop new VRS opportunities - “Tailor” and expand the solutions to fit specific customer requirements while working closely NICE VRS business.
• Work and offer proposed NICE VRS solutions and articulate their true value based upon customer’s strategy and directions
• Create new opportunities by evangelizing the solutions to new customers and stakeholders - engage with prospect customers to position the offering through strategic value-based selling, business case definition, ROI analysis, references and analyst data
• Provide accurate monthly forecasting
• Ensure on-going and continuous value to drive renewals of sold accounts

Sales Executive

Project Manager

• Drive timely project execution and closure for invoicing and revenue recognition per the revenue forecast.
• Ensure implementation of projects per client requirements. Create and facilitate Project/Program Steering Meetings as required.
• Responsible for the delivery and management of all project scope with a focus on ensuring high levels of customer satisfaction.
• Responsible for End-to-end management of Projects or Program(s) including:
• Project or Program definition, estimation, and planning, potentially including Projects managed by other Project Managers
• Scope Management
• Time Management
• Cost Management
• Quality Management
• Human Resource/ Personnel Management – including geographically diverse teams
• Communications Management
• Risk & Issue Management
• Procurement/Subcontractor Management
• Revenue Forecasting
• Customer and NICE Stakeholder Management
• Effective adoption of NICE project management methodology, processes, tools, techniques, and templates as required.
• Develop, manage, and maintain detailed project plans and schedule throughout the project life-cycle, assuming complete ownership of all aspects of the solution delivery.
• Team building and team motivation to achieve Project or Program objectives.
• Act as a single point of contact and trusted advisor for assigned customers and build effective working relationships with key customer stakeholders resulting in strong CSAT at the project and relationship levels.
• Develop proactive and creative solutions to Risks and Issues, provide visibility to key stakeholders and escalate as required.
• Contribute to team efforts to continually improve services delivery methodology and tools including TeamLine.
• Be able to identify opportunities and partner with Services Sales cultivate opportunities to sell services within the portfolio of accounts.

Lead Client Services Project Manager, CX

Director

• Own the reactivation of NICE's Quote-to-Cash transformation end-to-end
• Serve as the internal business owner and primary counterpart to the external systems integration partner
• Operate the existing program governance
• Re-engage Finance, IT, Revenue Operations, and functional stakeholders around clear decisions, tradeoffs, and business outcomes
• Give senior sponsors a credible, fact-based read on program status, risk, and delivery confidence
• Track and report value realization against the outcomes that actually matter

Senior Director, Quote to Cash Transformation

Strategy

• Get deployed by the COO / VP against the TMO's highest-priority initiative at any given time
• Structure ambiguous, cross-functional problems into clear problem statements, hypotheses, and workplans
• Operate as an individual contributor who can independently run a workstream
• Drive accountability across functions and seniority levels without direct management authority
• Move fluidly across problem types within a single year
• Write and communicate at an executive level

Director, Strategic Initiatives

Consultant

• Provides best practice guidance to ensure customer fully optimises their business process and maximises the full potential of the NICE offered solution(s)
• Designs change strategy across people, process & technology
• Serves as lead consulting program leader, creating and owning the business case for a multi-tiered customer offering, leading multi-product projects
• Builds long-term relationships with customers, becoming a trusted advisor
• Provides individual accountability toward assurance of customer value realisation
• Identifies opportunities for additional engagements through service subscription renewals and business development
• Responsible for the successful delivery of business improvement projects resulting in highly satisfied, reference-able clients and measurable business improvement
• Discover, identify and create business cases for value of the product portfolio
• Lead consulting projects to drive process improvement and ensure business readiness for optimal adoption and utilisation of NICE solutions across the enterprise
• Lead complete, comprehensive organisational change management with customer during engagements
• Own and manage senior stakeholder relationship and ensure active participation and sponsorship over the course of the engagement
• Manage consulting program with continuous alignment with entire product implementation program
• Establish and monitor progress toward business success criteria for each product and BU
• Map business case into action items and solution design
• Align launch strategy with use case and value priorities
• Provide input into technical project plan, overlaying VRS activities
• Develop repeat business opportunities via successful delivery, credibility and thought leadership
• Independently perform financial analysis, benefits and impact analysis and create ROI models for the specific domain

Business Consultant, CX

DevOps Engineer

• Drive infrastructure standardization and operational excellence by designing and developing scalable automation frameworks in Python that enable consistent and repeatable deployments across cloud and on-premises environments.
• Accelerate infrastructure provisioning by building and enhancing Terraform code-generation platforms using Python and Jinja2, enabling teams to produce validated, environment-specific infrastructure code from reusable templates.
• Improve system reliability and compliance by developing and maintaining Puppet modules, manifests, and Hiera configurations that manage Linux and Windows environments at scale.
• Increase operational efficiency across Windows platforms by creating robust PowerShell automation solutions for server management, Active Directory administration, and hybrid cloud integrations.
• Simplify complex infrastructure workflows by developing internal automation tools, command-line utilities, and APIs that empower engineering teams to self-service common operational tasks.
• Enhance the speed and safety of infrastructure delivery by integrating automation frameworks with CI/CD pipelines, enabling automated validation, testing, and deployment of infrastructure changes.
• Improve software quality and reduce deployment risk by implementing comprehensive testing strategies for infrastructure code, including unit testing, linting, and integration testing.
• Partner closely with cloud, platform, and application teams to identify manual processes, eliminate operational toil, and drive automation-first solutions across the organization.
• Enable long-term scalability and maintainability by creating clear documentation, standards, and runbooks for automation frameworks and infrastructure templates.
• Contribute to a strong engineering culture by participating in code reviews, sharing best practices, and continuously improving the quality, security, and maintainability of automation solutions.

Lead DevOps Engineer – Late Shift, 2 PM - 10 PM

Pre-sales Engineer

• You will obsess over enabling our customers to create solutions working backwards from our customers’ business challenges.
• You will define technical solution strategies that fit their strategic objectives using NiCE’s Customer Service Automation portfolio focused on AI Driven Intelligent Virtual Agents, Knowledge Management, Analytics, Models, Intelligent Routing and Digital Engagement solutions.
• You will interface with sales, engineering, and product stakeholders to incubate and jointly build highly innovative and forward-thinking solutions.
• You should have a multi-faceted background to succeed in this position including an understanding of the CCaaS space emphasizing our analytic and digital self-service solutions powered by AI.
• This is a technical sales position and requires a solid technical background of omnichannel virtual agents, customer & agent self-service solutions, analytics, and web programming skills.
• As part of this role, you’ll be one of the Digital & Analytics domain experts at NiCE. Your job will be to become a trusted advisor to both business leaders and IT executives.
• Your primary function is to augment and enhance the customer self-service experience in voice and digital channels for new and existing NiCE customers.
• You will help support our Sales team by utilizing your deep product knowledge and technical expertise to demonstrate how companies can use and deploy our customer service automation solutions, realize business value, and deliver exceptional results.

Product Pre-Sales Engineer, CX

Technical Account Manager

• Take ownership of the customer relationship for key CX customers and become their advocate within CX, engaging before go-live and working closely with customers to ensure their success.
• Resolve the most complex problems and provide excellent technical and customer service to specific key accounts, including resolving technically and emotionally challenging and high-stakes issues.
• Exemplify an effective and productive relationship with assigned accounts, holding regular discussions to review open issues, understand their contact center and business, ensure CX solutions meet their needs, and become a trusted partner and advisor.
• Ensure all technical challenges, issues, cases, and requests are handled properly and within SLA targets by partnering with Technical Support, Professional Services, Product Management, and Engineering.
• Be accountable for customer satisfaction, retention, and referenceability for all assigned accounts.

Lead Technical Account Manager

Artificial Intelligence

• Lead consulting projects to drive process improvement and ensure business readiness for optimal adoption and utilization of NICE self-service and AI solutions.
• Consult with clients to understand their current business and technical processes, self-service needs, and AI implementation requirements.
• Provide best practice recommendations to design and implement self-service and AI software solutions, ensuring customers fully optimize their business processes and maximize potential.
• Collaborate with product development teams to provide feedback and suggest improvements based on client experiences.
• Own and manage senior stakeholder relationships, ensuring active participation and sponsorship throughout the engagement.
• Build long-term relationships with customers, becoming a trusted advisor.
• Organize and guide application and data consultants through program leadership, acting as the consulting engagement quarterback.
• Manage consulting programs with continuous alignment with the entire product implementation program.
• Establish and monitor progress toward business success criteria for each product and business unit.
• Map business cases into action items and solution designs.
• Align launch strategies with use cases and value priorities.
• Secure buy-in from different stakeholders (internal and external).
• Provide input into technical project plans, ensuring business requirements and best practices are fully captured.
• Develop and deliver presentations to demonstrate the value and capabilities of our software solutions.
• Analyze client data to identify opportunities for process improvement, increased software adoption, and AI-driven insights.

Principal Business Consultant, AI

AI Engineer

• Serve as the primary technical support partner for a portfolio of enterprise customers
• Build trusted relationships with technical and operational stakeholders
• Conduct account reviews, identify trends, and proactively address risks
• Help customers maximize the value of their NICE investments
• Partner closely with Customer Success, Services, Product, and Engineering teams
• Troubleshoot advanced issues across NICE CXone and related applications
• Investigate routing, telephony, analytics, integrations, APIs, and platform performance
• Act as the quarterback for escalations, coordinating SMEs and Engineering teams when necessary
• Drive issues to resolution while maintaining exceptional customer communication
• Translate technical complexity into clear business outcomes
• Utilize AI-driven tools to accelerate investigations and customer insights
• Review AI-generated recommendations and apply technical judgment
• Provide feedback that helps improve support automation capabilities
• Use AI-powered account intelligence to identify opportunities and risks proactively
• Help establish best practices for AI-augmented customer support
• Share customer feedback directly with Product and AI teams
• Help define how emerging AI support capabilities are used at enterprise scale
• Contribute to knowledge management and support process innovation
• Mentor peers and promote operational excellence

Senior AI-Driven Enterprise Support Engineer

• Serve as a trusted advisor for a portfolio of high-value enterprise customers
• Build executive and senior technical stakeholder relationships
• Lead strategic support initiatives and account health reviews
• Identify operational risks and proactively drive remediation plans
• Influence customer adoption, retention, and long-term success.
• Own the most complex customer issues across NICE CXone and adjacent technologies.
• Lead critical escalations involving integrations, telephony, routing, analytics, APIs, and platform infrastructure.
• Drive root-cause analysis and long-term resolution strategies.
• Leverage AI-driven insights to scale impact across a broad portfolio.
• Mentor senior engineers and emerging technical leaders.
• Partner with executives and product leadership on customer-driven priorities.

Principal AI-Driven Enterprise Support Engineer

Sales Engineer

• Support strategic opportunities across the WEST region (Spain as primary, plus Italy and Portugal).
• Partnering with the sales team to plan, prepare and execute on strategic deals within the sales cycle.
• Participating in discovery calls and technical deep dives.
• Creating and delivering powerful presentations and customized product demonstrations
• Design and recommend solutions that meet customer specific needs and business requirements, highlighting the benefits, capabilities and value proposition of NiCE Cognigy.
• Discover and analyze customer requirements, understand their pain points, and provide recommendations on how NiCE Cognigy can address these needs.
• Collaborating with relevant stakeholders to communicate customer requirements and further enhancements.
• Provide technical support to the sales team before and during the sales process, answering technical questions, demonstrating NiCE Cognigy to potential customers, and providing product information.
• Stay up-to-date on the competitive landscape and perform technical comparisons between the company's software and other conversational AI products on the market.
• Provide internal training to other teams across the company

Senior Sales Engineer, AI

• Partner with Sales and Sales Engineering during the final stages of the sales process to understand the opportunity, mitigate early identified risks and ensure a successful implementation timeline with aligned CX resources.
• Be the assigned enterprise account's single point of contact and function as their professional advocate and relationship manager within CX.
• Develop and maintain an effective and productive relationship with assigned account(s) at all levels within their organization.
• Clear understanding of the assigned accounts' business goals and directions and drive return on investment with our products and services.
• Hold regular discussions that balance proactive and reactive work and result in becoming their trusted partner and advisor.
• Partnering with other CX employees and teams, ensure that proper resources are engaged to resolve all technical challenges/issues/cases/requests properly and within SLA targets.
• Responsible for customer satisfaction, retention and reference ability for all assigned accounts.

Senior Technical Account Manager

• Own Integrated Demand Strategy: Develop and execute global or regional integrated campaigns aligned to company priorities including AI, agentic AI, cloud, and industry solutions
• Drive Pipeline and Revenue Impact: Own pipeline targets and marketing-sourced and influenced revenue
• Lead Integrated Campaign Execution: Orchestrate campaigns across Digital, Field marketing, Content, Lifecycle and nurture programs
• Build Scalable Campaign Frameworks: Develop repeatable, scalable frameworks for regional and field teams
• AI & Agentic AI Leadership: Lead demand programs for AI and agentic AI solutions
• Cross-Functional Leadership: Partner with product marketing, sales, brand & creative, and marketing operations
• Data-Driven Optimization: Track and optimize performance across pipeline generation, conversion rates, ROI & campaign efficiency