NICE

Account Executive

• 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

Account Executive – Agentic AI, Enterprise

Project Manager

• Own full lifecycle project delivery from planning through execution to closure, ensuring adherence to project management best practices (Agile and Waterfall).
• Build project plans based on customer requirements, partner inputs, and implementation team deliverables. Must understand key technical concepts for CCaaS and Telecoms.
• Develop detailed project plans aligned with the SOW and inclusive of partner-led or co-delivered workstreams.
• Lead multiple projects concurrently, including those executed in collaboration with GSIs (prime or sub-contractor models).
• Track action items and enforce accountability across internal stakeholders and external partner teams.
• Identify and mitigate risks early, including risks related to partner delivery, scope ownership, and customer satisfaction.
• Report on Project Financials, including revenue forecasting, recognition, and partner-influenced revenue contribution.
• Maintain a real-time view of project health, including milestone tracking, risks, escalations, and executive summaries for GSI-involved engagements.
• Act as an escalation point for delivery challenges, including GSI partner execution issues, scope disputes, and customer risks.
• Establish and enforce delivery standards, governance models, and quality benchmarks across all GSI-supported implementations.
• Coordinate Professional Services resources supporting GSI engagements and ensure alignment with delivery methodologies.
• Lead post-project evaluations and retrospectives with customers and partners to capture lessons learned and improve delivery playbooks.
• Communicate clearly and regularly with all stakeholders, including customers, internal teams, and GSI partners.
• Drive strong cross-functional alignment between Professional Services, GSI Partner Sales, Customer Success, and partner organizations.
• Support seamless sales-to-delivery handoffs for GSI-influenced deals and ensure execution readiness.
• Foster a culture of collaboration, accountability, and delivery excellence across matrixed teams.

Lead Client Services Project Manager

Support Engineer

• Demonstrate deep subject matter expertise in our core technologies, as well as at least one other technology specialty, and develop expertise in a second area of specialty.
• Provide advanced technical support to customers via phone, online, chat, and email and use tools and advanced expertise to pull and effectively analyse logs, traces, packet captures, etc. to determine root cause of issues.
• Demonstrate professional, assertive, articulate, and friendly verbal and written communication in all aspects of your work. Take full ownership of all communication needs related to the management of troubleshooting efforts internally and externally, building confidence across all customers and stakeholders that we are progressing properly towards resolution.
• Effectively mentor colleagues on their communication, troubleshooting, process, product knowledge and case work.
• Encourage productive debate and discussion with colleagues to more thoroughly analyse and resolve problems.
• Be influential in improving procedures and processes that improve our efficiency and effectiveness.
• Ensure that each case that you own is progressing according to the response and resolution targets as specified in our Service Level Agreements (SLA). Assist colleagues in accelerating their cases toward timely resolution.
• Provide root cause correction, not just symptom relief. Ensure that all facets of the problem are evaluated to eliminate the recurrence of the issue. Exemplify tenacity in resolving core issues that fully resolve problems and assist peers in doing the same.
• Open and monitor incidents created with 3rd party providers. Work with other internal stakeholders to improve our interactions and success in handling these incidents.
• Identify, document, and report issues with software, design, reliability, and maintenance issues to the proper teams, ensuring that they are aware of and are addressing customer expectations. Gather, validate, and document all pertinent details related to an issue believed to be a bug to enable the receiving R&D resource to duplicate the issue easily and rapidly. Work with R&D as needed during isolation, correction, and implementation of any delivered resolution.
• Develop and maintain consistent and exemplary performance on all key performance indicators, modelling a higher-level achievement for level 1 Technical Support Engineers as well as your peers at the same job level.
• Properly de-escalate customers through expert communication and resource engagement, ensuring that all customers that you influence are receiving excellent service. Expected to handle more complex and escalated cases.
• Demonstrate a deep understanding of networking technologies and how they are utilized by our products, platform, and customers. Expert at reading and analysing network and other technical diagrams to aid in problem diagnosis and resolution and often provide mentoring to colleagues to improve their technical abilities.
• Provide training to colleagues in real time as you perform your work and assist them in being successful in their roles. Develop training materials, best practice documentation, and other resources that will help others, including customers, to be more successful with our products.
• While a consistent work schedule is a norm, the ability to work a flexible schedule and provide on-call services is needed from time to time.

Team Lead, Technical Support

• Demonstrate deep subject matter expertise in our core technologies, as well as at least one other technology specialty, and develop expertise in a second area of specialty.
• Provide advanced technical support to customers via phone, online, chat, and email and use tools and advanced expertise to pull and effectively analyse logs, traces, packet captures, etc. to determine root cause of issues.
• Demonstrate professional, assertive, articulate, and friendly verbal and written communication in all aspects of your work. Take full ownership of all communication needs related to the management of troubleshooting efforts internally and externally, building confidence across all customers and stakeholders that we are progressing properly towards resolution.
• Effectively mentor colleagues on their communication, troubleshooting, process, product knowledge and case work.
• Encourage productive debate and discussion with colleagues to more thoroughly analyse and resolve problems.
• Be influential in improving procedures and processes that improve our efficiency and effectiveness.
• Ensure that each case that you own is progressing according to the response and resolution targets as specified in our Service Level Agreements (SLA). Assist colleagues in accelerating their cases toward timely resolution.
• Provide root cause correction, not just symptom relief. Ensure that all facets of the problem are evaluated to eliminate the recurrence of the issue. Exemplify tenacity in resolving core issues that fully resolve problems and assist peers in doing the same.
• Proactively manage personally assigned and cases from the queue based upon severity and priority of each issue and your skills and ability to resolve.
• Open and monitor incidents created with 3rd party providers. Work with other internal stakeholders to improve our interactions and success in handling these incidents.
• Obtain and maintain certification as a Knowledge-Cantered Service (KCS) Publisher, create useful knowledge content, and update existing knowledgebase articles using KCS methodology. Provide coaching to others on KCS best practices.
• Identify, document, and report issues with software, design, reliability, and maintenance issues to the proper teams, ensuring that they are aware of and are addressing customer expectations. Gather, validate, and document all pertinent details related to an issue believed to be a bug to enable the receiving R&D resource to duplicate the issue easily and rapidly. Work with R&D as needed during isolation, correction, and implementation of any delivered resolution.
• Develop and maintain consistent and exemplary performance on all key performance indicators, modelling a higher-level achievement for level 1 Technical Support Engineers as well as your peers at the same job level.
• Properly de-escalate customers through expert communication and resource engagement, ensuring that all customers that you influence are receiving excellent service. Expected to handle more complex and escalated cases.
• Demonstrate a deep understanding of networking technologies and how they are utilized by our products, platform, and customers. Expert at reading and analyzing network and other technical diagrams to aid in problem diagnosis and resolution, and often provide mentoring to colleagues to improve their technical abilities.
• Provide training to colleagues in real time as you perform your work and assist them in being successful in their roles. Develop training materials, best practice documentation, and other resources that will help others, including customers, to be more successful with our products.
• While a consistent work schedule is a norm, the ability to work a flexible schedule and provide on-call services is needed from time to time.

Senior Technical Support Engineer

Account Manager

• Develop deep knowledge and understanding of customer and partner contracts, NiCE billing models, and competitive offerings to inform renewal strategy.
• Maintain working knowledge of NiCE products and services.
• Engage with partners and customers to understand renewal goals and ensure alignment with NiCE’s business objectives.
• Prepare and analyze financial and contract data to support internal renewal planning and decision-making.
• Collaborate internally with Sales, Customer Success, Legal, and Finance to drive retention and expansion outcomes.
• Negotiate all facets of renewal contracts (terms, pricing, multi-year options) to achieve win/win outcomes and protect recurring revenue.
• Create contractual documents, renewal quotes, presentations, emails, and Excel models for renewal and contract management activities.
• Manage the quote-to-close process in CRM and CPQ tools.
• Maintain accurate renewal forecasts, track renewal pipeline, and provide regular status updates on retention and risk to leadership.
• Track client retention and revenue performance using Salesforce and other data sources.
• Identify renewal risks, recommend mitigation strategies, and communicate clearly with internal and external stakeholders.

Renewal Account Manager – Partner Business

Solutions Engineer

• At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them.
• The Solutions Architect is a highly skilled, professional and technical individual acting as the primary liaison to support NiCE CXone customers through custom deployment projects.
• The Solutions Architect works with clients, stakeholders and internal team members to elicit, document, and prioritize business, functional, and system-level requirements for the development of Statements of Work (SOW) for Enterprise Customers.
• The Solutions Architect will engage with clients early in the sales cycle, provide best practices consulting on the journey from premise to cloud solutions and stay involved through the onboarding process, assisting with the solution life-cycle and ensuring a seamless customer journey.
• The Solutions Architect will have a strong command of CXone products and ecosystem and be responsible for both technical and business tasks including management of customer expectations and satisfaction and the configuration of CXone solutions based on customer requirements and industry best practices.
• Client Leadership
• Elicit solution requirements and objectives from clients and stakeholders and then break them down into functional requirements, including use cases, user stories, and acceptance criteria
• Translate complex data sets into solution-oriented designs that address customer needs and business goals
• Evaluate and incorporate relevant technologies, including Cognigy and other conversational AI platforms, into solution designs
• Collaborate with cross-functional teams including Professional Services, Sales Engineering, and Account Executives to scope and deliver tailored solutions
• Prepare and deliver presentations to clients and stakeholders in the form of solution approaches or overviews, impact assessments, and project readouts
• Serve as the solution expert during the CXone pre-sales and implementation cycles, understanding Project Implementation methodologies such that you can ensure CXone delivers the right solution to the customer and that desired business outcomes are achieved
• Technical Leadership:
• Be able to speak to the capabilities of the CXone Product Suite
• Provide technical architecture leadership, analysis, design, development and enhancement
• Maintain expertise and currency in industry leading contact center technologies
• Solution Leadership
• Assist with the project management design of the end-to-end solution life-cycle

Senior Solutions Architect

Engineer

• You'll architect and deliver production-ready conversational AI agents that sit at the core of the business and directly fuel company growth.
• These are live, scalable agentic AI systems, not experiments or proof-of-concepts, operating across sectors like financial services, healthcare, and commerce.
• You'll have full ownership of the entire AI agent lifecycle, steering projects from early pilot through launch and ongoing refinement.
• You'll collaborate directly with decision-makers at the world’s leading enterprises to tackle their highest-priority challenges with agentic AI.
• The patterns and problems you encounter in the field will feed directly into the evolution of the platform, tools, and product roadmap.

Forward Deployed Engineer

Sales Engineer

• Lead discovery and solutioning. Own discovery calls and technical deep dives to uncover pain points and identify opportunities across NiCE's Customer Service Automation portfolio.
• Tell compelling stories. Deliver customized, high-impact demos and presentations that paint a vision of exceptional customer experience.
• Respond to RFIs and RFPs. Craft creative, differentiated responses that go beyond checkbox compliance.
• Drive POVs. Design and execute proof-of-value that demonstrate real-world value and accelerate deal velocity.
• Stay sharp on the competitive landscape. Continuously track market trends, competitive positioning, and emerging technologies across AI, digital, analytics, and cloud platforms.
• Upskill others. Provide technical expertise and upskill others across adjacent teams, becoming a go-to voice for AI

Senior Sales Engineer

Customer Success Manager

• Ensure customers feel supported and guided through their journey with Cognigy’s products
• Leverage extensive experience with enterprise software solutions
• Expertly identify customer needs and coordinate solutions
• Provide authoritative assessments and advice on our solutions
• Engage with enterprise executives to articulate strategic business value
• Define and track customer success metrics
• Design and implement effective customer retention strategies
• Craft compelling sales proposals for products and services
• Work closely with sales and technical teams to drive customer loyalty

Artificial Intelligence

• You'll operate at the crossroads of AI product strategy, (pre) sales and customer success.
• Work hand-in-hand with Product Managers and Engineers, and GTM teams, to define, develop, and launch conversational AI agents that power large volumes of live customer interactions.
• The role blends strategic thinking with hands-on agent design, requiring fluency in both business context and technical execution.
• Serve as a strategic partner to customers, supporting the evolution, execution, and adoption of concrete AI initiatives.
• Convert business requirements into well-designed, high-performing AI agents.
• Lead delivery across multiple concurrent complex agentic projects that receive maximum visibility both from the customer side and from the NiCE perspective.
• Bridge the gap between technical teams and business stakeholders throughout the entire development lifecycle.
• Shape agent behavior through conversational design, product intuition, and performance data.
• Surface data-driven action items and iterations that sharpen both customer outcomes and internal decision-making.

AI Solution Strategist

Implementation Specialist

• Deliver expert-level technical guidance, troubleshooting, and platform knowledge to partner customers following readiness.
• Champion product enhancements, prioritizing complex partner needs and collaborating with internal engineering and product teams.
• Lead critical and escalated support engagements to ensure timely resolution, drive root-cause analysis, and deliver optimal platform performance.
• Oversee a portfolio of complex technical implementation projects for partner customers, including advanced configuration, integrations, deployment architecture, and onboarding strategies.
• Ensure partners understand scalable deployment models, technical best practices, and long-term operational success strategies, and enforce implementation standards.
• Guide handoff from implementation to steady-state support by defining readiness criteria and ensuring smooth transition for partners and internal teams.
• Serve as a liaison to TAM and Partner Success organizations, ensuring deep technical alignment across partner and customer support motions.
• Collaborate with Partner Success Managers to assess partner maturity, identify technical gaps, and build scalable adoption plans.
• Communicate product updates, platform changes, and technical insights across partner-facing teams, influencing roadmap alignment and broader operational excellence.
• Create and share standardized best practices, technical playbooks, and lessons learned across partner accounts.
• Lead internal knowledge-sharing sessions, coach Implementation Engineers, and elevate the technical capabilities of the Partner Success organization.
• Contribute to enablement strategy, documentation, and training material to enhance partner readiness and technical proficiency.
• Lead executive business reviews and represent partner technical needs in strategic planning forums.

Lead Partner Success Implementation Engineer

Manager

• Enabling partners to design, build, and deliver AI Agents
• Supporting partner onboarding and ongoing technical readiness
• Delivering technical enablement sessions and workshops
• Assisting partners with JavaScript development and debugging
• Supporting API usage and integrations during implementations
• Advising on webchat embedding and xApps
• Collaborating with Sales Engineering, Product, and Professional Services

Technical Enablement Manager

Strategy

• Own the 1–3 highest-priority non-AI strategic initiatives at any given time, as defined by the CEO and COO — structuring vague mandates into clear problem statements, hypotheses, and workplans without being told how.
• Work alongside the AI Transformation lead on initiatives that require both AI deployment and broader strategic or operating model change.
• Drive accountability across functions and seniority levels without direct management authority — convening workstreams, aligning competing stakeholders, and holding the right people to the right outcomes.
• Move fluidly across problem types — org design one quarter, M&A integration planning the next, GTM strategy the one after — without losing rigor or credibility.
• Write and communicate at an executive level — recommendations that land with the CEO, CFO, or Chief People Officer, not just get presented to them.
• Actively shape the mandate as Year 1 priorities become clearer — this role should expect the agenda to shift and lean into that, not resist it.

Senior Director, Strategic Initiatives

• Serve as a strategic advisor to enterprise customers on AI-led CX and contact center transformation
• Own the end-to-end business case, from value hypothesis through realization and sustained ROI
• Lead customers in identifying, prioritizing, and sequencing AI-driven CX use cases tied to measurable financial and operational outcomes
• Translate AI-enabled capabilities into clear adoption strategies, value metrics, and executive success criteria
• Design and lead enterprise change strategies across people, process, technology, and governance
• Act as program-level consulting lead for multi-product, multi-stakeholder initiatives
• Build long-term executive relationships, becoming a trusted advisor to senior leadership
• Ensure accountability for value realization, benefits tracking, and ROI delivery
• Identify opportunities for expansion, renewal, and additional strategic engagements

Business Consultant, AI Strategy

Technical Account Manager

• Take ownership of the customer relationship for key CX customers and become their advocate within NiCE, 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.