NICE

Customer Success Manager

• 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

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.