Presales Engineer – Contact Center Solutions
Sutherland
full-time
Posted on:
Location Type: Remote
Location: Colombia
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About the role
- A NiCE Solution Engineer will play a pivotal role in leading the functional and technical sales process with a focus on NiCE’s Recording and Quality Management solutions.
- Deliver compelling demonstrations that align NiCE’s Recording and Quality Management solutions with the customer’s unique business challenges.
- Identify and address all functional and technical challenges of assigned accounts.
- Interpret customer requirements with precision and utilize strategic questioning to exceed expectations.
- Educate and influence clients on how NiCE’s solutions deliver superior value, ease of use, and measurable benefits.
- Take the lead in all technical elements of the sales cycle.
- Assist in the creation and execution of successful proof of concepts (POC) to demonstrate solution effectiveness.
- Collaborate closely with account executives and overlay teams, actively contributing to a team-based sales strategy.
- Lead sales enablement sessions to educate internal teams, partners, and customers on Recording, QM, Compliance, and AI innovations.
- Act as a subject‑matter expert (SME) on Recording and QM within larger cross‑portfolio opportunities including WEM, CCaaS, and CX transformations.
- Demonstrate expertise in integrating NiCE solutions with different types of Automatic Call Distributors (ACDs) and Private Branch Exchanges (PBXs).
- Respond to RFIs/RFPs, addressing both functional and technical components with expertise.
- Demonstrate strong understanding of AI and Generative AI concepts, including LLMs, NLU/NLP, speech analytics, summarization engines, and AI‑driven automation.
- Articulate how NiCE’s AI frameworks (e.g., Enlighten AI, GenAI‑powered QM, AI scoring, forecasting intelligence) solve customer challenges.
Requirements
- 5+ years of experience supporting multiple software products and services in complex account environments.
- 3+ years of experience in supporting Recording and/or Quality Management solutions within enterprise accounts.
- Excellent skills in delivering presentations and customized demonstrations.
- Proven track record of driving strategic deal wins.
- Ability to manage multiple intricate sales opportunities at once.
- Familiarity with different types of ACDs, PBXs, and their integration requirements.
- Solid understanding of network protocols, compliance standards, and cloud security practices.
- Foundational understanding of AI and Generative AI concepts, including LLMs, supervised/unsupervised modeling, and speech/text analytics.
- Experience or knowledge of Workforce Engagement Management (WEM), CCaaS, and Customer Experience (CX) solutions.
- Familiarity with a full suite of SaaS product offerings.
- Certifications or hands-on knowledge of cloud platforms like AWS, Azure, and Google Cloud.
Benefits
- Employees can work remotely
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Recording solutionsQuality Management solutionsAI conceptsGenerative AILLMsNLUNLPspeech analyticssummarization enginesAI-driven automation
Soft Skills
presentation skillsstrategic questioningcollaborationsales enablementcustomer educationproblem-solvingcommunicationleadershiptime managementadaptability