NICE

Artificial Intelligence

• Own the AI use case roadmap across functions
• Partner closely with the CIO to ensure business priorities are translated into the technical roadmap
• Define what needs to change and why
• Own the adoption methodology and coach functional leaders in applying it
• Provide hands-on involvement in the first 1–2 flagship programs

Senior Director, AI Transformation

Solutions Engineer

• Design, build, and implement advanced Conversational AI solutions for customers and partners.
• Manage high-impact projects and provide deep technical insights.
• Ensure customers achieve maximum value from platform.
• Drive complex projects from pilot/Proof of Concept (PoC) to full implementation.
• Provide cutting-edge technical solutions and tackle advanced technical challenges.
• Collaborate with cross-functional teams to support business development and contribute insights.
• Deliver technical training, workshops, and best practices to empower customers and partners.
• Develop precise technical documentation and ensure resolution of complex issues.

Solution Architect

Account Manager

• Prepare and analyze financial reports and contractual documents ahead of internal renewal meetings to facilitate informed discussions.
• Engage directly with clients to understand their goals and desired outcomes for contract renewals, ensuring alignment with business objectives and customer expectations.
• Negotiating contract terms, pricing, and other details to achieve favorable outcomes for both the company and the customer, which will maintain and increase revenue through effective contract negotiations
• Partner with SAMs, AEs, Technical Account Managers (TAMs) and the Finance team to represent the best interest of NiCE and revenue retention goals
• Partner with the finance team to ensure healthy price points
• Extending contracts for multiple years
• Become intimately familiar with customer contracts and NiCE billing methods
• Maintain working knowledge of competitors and what strategy NiCE should develop for counter offers and retaining the customer.
• Maintain working knowledge of NiCE products/services
• Partner with TAMs, SAMs, and AEs to ensure consistent messaging to the customer
• Measure success via tracking of client retention and revenue growth with multiple sources such as Salesforce and Excel.
• Communicate effectively and professionally with internal and external stakeholders.
• Investigate areas of risk and prepare course of action/recommendations to minimize risk
• Create and prepare contract documents, presentations, emails, and spreadsheets to support contract management activities

Renewal Account Manager

Customer Success Manager

• Process renewals on time, incl. pricing in accordance with contractual requirements.
• Identify upsell and cross-sell opportunities within the customer base.
• Ensure high levels of customer satisfaction by assisting customers with product usage.
• Become intimately familiar with the assigned account base and become the trusted advisor to the customer.
• Maintain a working knowledge of competitive product lines.
• Develop and present customized presentations to assigned clients.
• Work directly with Actimize product management to deliver feedback from clients.
• Measure success via tracking of client retention and revenue growth.
• Follow the company Code of Ethics at all times.
• Communicate in an effective and professional way with customers.

Customer Success Manager, Premier, Actimize

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 – Travel, Retail and Hospitality

• Serve as the main point of contact and advocate for assigned partners.
• Build multi-level relationships—from frontline managers to executives.
• Lead strategic discussions, business reviews, and feedback sessions.
• Ensure SLAs and contractual obligations are met.
• Partner with Sales, Support, Product, and Engineering to resolve issues.
• Coordinate internal resources to meet partner needs and drive success.
• Relay partner feedback to inform product and service improvements.
• Maintain deep knowledge of NiCE CX products and partner use cases.
• Assist with configurations, architecture design, and process modeling.
• Stay current on contact center technologies and industry trends.
• Monitor billing accuracy and contract compliance.
• Conduct audits, issue credits, and resolve discrepancies.
• Track usage trends and identify anomalies.
• Provide timely updates on releases, issues, and changes.
• Lead and document meetings and communications.
• Manage escalations calmly and effectively.
• Ensure partners are trained on product capabilities and updates.
• Promote best practices and internal advocacy for partner needs.
• Identify inefficiencies and contribute to process enhancements.
• Mentor peers and support turnaround of struggling accounts.
• Uphold NiCE CX’s Code of Ethics and model professionalism.

Technical Partner Account Manager

• The Manager, Solutions Architecture, is responsible with managing and growing a high-performing team of AI software engineers on the NA AI Services Delivery team.
• This team will include a blend of AI Engineers, Software Developers, and ML/LLM specialists.
• You will own and drive the successful delivery of AI software engineering initiatives within defined scope, timeline, and budget.
• This role has you leading and guiding employees, customers and partners to design, build and implement innovative Conversational AI solutions.
• The Manager will oversee and coordinate all aspects of AI software engineering management responsibilities internally and externally with client teams.
• You will be accountable for ensuring that AI software solutions are delivered on time, within budget, and in accordance with defined scope and quality standards.
• The primary objective of the Manager is to successfully execute with team members on all assigned AI delivery projects, achieving goals against the Statement of Work (SOW) and meeting the expectations of stakeholders by delivering through Agile/Waterfall project methodology in partnership with the PMO team.

Manager, Solutions Architecture

• Serve as the primary customer contact and advocate for the post-implementation customer journey for identified accounts
• Build and execute an account specific relationship framework (executive sponsor, technical and operational leadership)
• Runs regular, proactive meetings and other communications with each client
• Accountable for driving customer adoption, roll out and consumption by educating customers
• Connect the customers Business Benefits Realisation to the vision they embraced when NICE solutions were selected
• Identify blockers for adoption, roll out and consumption and find solutions by collaborating with clients
• Leverage internal subject matter experts
• Syncs and collaborates with other Value Realization Services Managers to share and leverage insights across all customer accounts
• Actively farm existing account base to identify upsell and cross-sell opportunities
• Manage the planning and delivery of Day 2 moves-adds-change projects with the customer

Senior Customer Success Manager

Sales Engineer

• Lead and manage with vision and hands-on expertise across Agentic Experience Autonomation, Workforce Empowerment and CX Engagement Orchestration solutions to deliver exceptional experiences for customers, partners, and prospects.
• Motivate and coach by example, actively engaging in strategic and high-value opportunities.
• Lead the technical aspects of the sales process across discovery, solution design, demonstrations, and validation.
• Ensure customer business challenges are clearly understood and mapped to value-driven NiCE portfolio solutions.
• Own and elevate the technical sales motion for complex, enterprise AI opportunities.
• Act as an executive-level storyteller, translating customer business outcomes into compelling AI-driven solution narratives.
• Coach and mentor pre-sales teams to operate confidently at both strategic and technical depth.
• Provide timely and high-quality support for RFIs, RFPs, and customer technical inquiries.
• Guide proof of concepts (POCs) including success criteria, AI evaluation metrics, and value realization.
• Build strong relationships with customers, partners, and internal stakeholders.
• Provide structured feedback to Product and R&D based on customer and market insights to influence the product roadmap.

Portfolio Sales Engineering Manager – Western & Northern Europe

Sales

• Support Senior Vice President of Sales by achieving or exceeding enterprise revenue and growth targets through Named AE‑led accounts
• Enable and coach Strategic Account Managers on complex enterprise deal strategy, account planning, and executive engagement
• Partner with SAMs on large, high‑impact opportunities including pricing strategy, negotiations, and deal closure
• Provide executive‑level support for strategic customer engagements, escalations, and renewals
• Drive sales forecasting accuracy and pipeline rigor across strategic accounts
• Increase pipeline and expansion opportunities through disciplined account strategy and targeted enterprise campaigns
• Develop unified messaging with SAMs, Sales Engineering, Marketing, and Customer Success
• Manage and overcome executive‑level prospect and customer objections
• Learn and maintain in‑depth knowledge of NiCE CXone product lines and enterprise positioning
• Assist with sale strategy and closure of national and strategic house accounts
• Train and coach SAMs on navigating long, complex enterprise sales cycles
• Build collaborative corporate and field teams to support enterprise sales execution
• Influence deal strategy without displacing SAM ownership of customer relationships
• Travel to support strategic customer meetings, executive briefings, and internal planning sessions

Director, Sales, CX Americas

DevOps Engineer

• Act as a primary or escalation responder in a 24x7 on-call rotation
• Lead or support Major Incident (MI) response, including triage, mitigation, and resolution
• Coordinate across Engineering, Infrastructure, Security, and Product teams
• Execute and improve runbooks, playbooks, and escalation paths
• Drive blameless post-incident reviews (PIRs) and track corrective actions
• Own service health monitoring across infrastructure, applications, and dependencies
• Design and maintain alerting strategies that align with SLIs/SLOs
• Reduce alert fatigue through signal-to-noise improvements
• Build dashboards using tools such as Grafana, Prometheus, Datadog, Splunk, CloudWatch
• Automate repetitive operational tasks to reduce manual toil
• Improve mean time to detect (MTTD) and mean time to resolve (MTTR)
• Develop scripts and tools (Python, Bash, Go, etc.) to support NOC/SRE workflows
• Implement self-healing and auto-remediation where possible
• Partner with engineering teams to improve system design for reliability
• Support and troubleshoot Linux-based systems, cloud platforms, Kubernetes/containerized environments
• Assist with capacity planning and availability reviews
• Ensure operational readiness for production releases

Site Reliability Engineer

• 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 Actimize 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
• Create and maintain a high-level presence and a network of relationships to facilitate sales. Initiate, support, develop, and monitor purchasing agreements between NICE Actimize and the customer.

Consultant

• Engage at C-level to build executive conviction around AI-led and agentic transformation
• Define enterprise-wide AI transformation roadmaps
• Structure ambiguous business challenges into clear problem statements
• Assess how AI, automation, and agentic capabilities can reshape organizational processes
• Architect the shift from traditional interaction management to fully orchestrated workflows
• Lead cloud migration strategy from on-premises environments to NiCE CXone
• Design and execute change management programs
• Develop business cases, transformation roadmaps, and executive-level materials
• Facilitate executive alignment workshops and stakeholder interviews
• Translate strategic goals into execution plans with clear milestones
• Identify risks and recommend actions to improve delivery and adoption
• Contribute to NiCE's consulting IP and executive briefing materials

Transformation Consultant

Implementation Specialist

• Primary technical resource responsible for the successful installation of a customer solution.
• Travel to remote sites for Installation, commissioning, upgrades and go-live cut-overs
• Review orders for technical accuracy
• Obtain software and review relevant documentation prior to visiting customer sites.
• Assist the Project Manager and customer in verifying the customer site prerequisites are complete and site is ready for installation.
• Installation includes configuring Servers (COTS and NICE) and build Virtualization Platform.

Senior Implementation Engineer

• Engage with NICE Actimize’s prospects and clients to understand technical and functional requirements needed to deliver business benefit of Anti-Money Laundering & Fraud-detection solutions
• Provide key subject matter expertise for Financial Services and be able to position detection solutions for specific banking applications
• Explain features and benefits of the NICE Actimize solutions in comparison to competitive products
• Assist in the creation of customized presentations, demonstrations, and proposals that effectively showcase the value proposition of detection solutions for banking applications
• Collaborate with the sales and product teams to develop tailored solutions that address the specific needs of banking applications
• Lead Proof of Concept engagements, working with the client, sales, product, and technical presales
• Completing RFI/RFPs; identifying client requirements and ensuring proactive communications with customers to ensure customer satisfaction
• Participate in trade shows, seminars and other industry events