NICE

Technical Account Manager

• Take ownership of customer relationships for key CX customers and act as their advocate within NICE
• Engage customers before go-live and work closely with them to ensure success
• Resolve complex, technically and emotionally challenging, high-stakes issues
• Provide excellent technical and customer service to assigned key accounts
• Hold regular account discussions to review open issues and understand customers’ contact centers and businesses
• Ensure CX solutions meet customer needs and become a trusted partner and advisor
• Ensure technical challenges, issues, cases, and requests are handled properly within SLA targets
• Partner with Technical Support, Professional Services, Product Management, and Engineering
• Own customer satisfaction, retention, and referenceability for assigned accounts
• Help customers overcome issues, succeed using NICE technology and services, expand product usage, become references, and remain loyal customers

Principal Technical Account Manager

Customer Success Manager

• Ensure Cognigy customers are supported and guided throughout their implementation journey
• Ensure customers achieve expected outcomes and facilitate further expansion
• Maintain a balanced customer portfolio across the Customer Success team
• Streamline external communication across the wider company
• Guide enterprise customers in strategically using Cognigy technology and innovative AI use cases
• Identify customer needs through structured discovery processes
• Coordinate and implement solutions in a timely manner
• Provide assessments and advice on solutions through detailed technical discussions
• Engage enterprise executives and articulate the strategic business value of solutions
• Define and track customer success metrics
• Report on value delivered to customers and the business
• Design and implement customer retention strategies, executive business reviews, and customized engagement plans
• Create sales proposals aligned with customer goals and negotiate terms
• Develop customer advocates through case studies, testimonials, and referrals
• Collaborate with sales and technical teams to drive customer loyalty and satisfaction

Senior Customer Success Manager

• Own customer relationships for key CX customers and act as their advocate within NICE
• Engage customers before go-live and work with them to ensure successful adoption
• Resolve complex, technically and emotionally challenging, high-stakes issues
• Build productive relationships with assigned accounts through regular discussions of open issues, contact center operations, and business needs
• Ensure CX solutions meet customer needs and serve as a trusted partner and advisor
• Handle technical challenges, issues, cases, and requests within SLA targets
• Partner with Technical Support, Professional Services, Product Management, and Engineering
• Drive customer satisfaction, retention, referenceability, product usage expansion, and long-term customer loyalty

Senior Technical Account Manager

• Own the customer relationship for key CX customers and act as their advocate within CX
• Engage customers before go-live and work closely with them to ensure success
• Resolve complex, technically and emotionally challenging, high-stakes issues
• Provide excellent technical and customer service to assigned key accounts
• Hold regular account discussions to review open issues and understand customers’ contact centers and businesses
• Ensure CX solutions meet customer needs and become a trusted partner and advisor
• Ensure technical challenges, issues, cases, and requests are handled properly within SLA targets
• Partner with Technical Support, Professional Services, Product Management, and Engineering
• Be accountable for customer satisfaction, retention, and referenceability for assigned accounts

Lead Technical Account Manager

• Serve as a Customer Success leader for assigned Strategic accounts
• Drive business outcomes, solution adoption, customer health, retention, and long-term value realization
• Act as a trusted advisor and executive partner, aligning customer objectives with internal resources
• Proactively manage risk and drive accountability across cross-functional teams
• Coordinate and mobilize appropriate organizational expertise rather than serving as the primary technical troubleshooter
• Serve as the primary point of contact, professional advocate, and relationship manager for assigned strategic accounts
• Ensure fulfillment of contract deliverables, SLA management, ongoing customer education, and product enhancement
• Drive customer satisfaction, retention, referenceability, and return on investment
• Develop relationships with contacts ranging from frontline contact center management to senior/executive leadership
• Conduct regular strategic discussions, Service and Technology Reviews, Executive Business Reviews, Success Reviews, renewal planning, and strategic account planning
• Partner with Technical Support, Professional Services, Product Management, and other CX teams to resolve issues and requests within SLA targets
• Facilitate triage and troubleshooting
• Apply knowledge of CX products, associated technologies, and customer environments to identify needs and support innovation
• Ensure communications, assignments, actions, and details are clear, timely, effective, and logged in the CRM system
• Communicate professionally during emotionally charged and escalated situations, de-escalate issues, and build customer confidence
• Create standardized, consistent processes and improve process inefficiencies and risks
• Coach and mentor peers and contribute to knowledge creation and improvement
• Prevent escalations, engage resources, and communicate effectively when escalations occur
• Lead team goal achievement and set goals that improve individual and team effectiveness
• Act as backup for managers or other Technical Account Managers as needed
• Travel to customer sites and attend company meetings

Account Executive

• Drive net-new business, pipeline growth, and revenue within 911 Emergency Communications Centers and broader Public Safety agencies across a seven-state territory
• Own the full sales cycle, including discovery, solution positioning, procurement navigation, and deal close
• Build and execute a strategic territory plan to drive meeting creation, pipeline growth, and revenue
• Conduct outbound prospecting and account-based outreach to generate first meetings and new opportunities
• Deliver weekly reporting on activity, pipeline creation, and forecasting
• Achieve quarterly and annual pipeline and revenue targets
• Develop relationships with 911 directors, supervisors, procurement teams, IT leadership, and executive stakeholders
• Understand operational workflows and challenges across Public Safety agencies
• Maintain and grow existing customer relationships and generate referral opportunities
• Demonstrate NiCE capabilities and articulate differentiated value versus competitors
• Conduct needs assessments and solution alignment with Presales/Solutions Engineering
• Support technical responses to RFPs, RFIs, bids, and Scopes of Work
• Collect customer feedback and interface with Product Management on market needs and trends
• Develop and deliver presentations to end users, partners, consultants, and executive decision-makers
• Manage and co-sell with reseller and channel partners
• Collaborate with Marketing, Product Management, Business Development, Project Management, Legal, Professional Services, and Customer Support
• Participate in marketing campaigns, demos, and demand-generation initiatives

• Drive net-new business, pipeline growth, and revenue within 911 Emergency Communications Centers and Public Safety agencies across the territory
• Build and execute a strategic territory plan
• Conduct outbound prospecting and account-based outreach
• Manage the full sales cycle from discovery and solution positioning through procurement navigation and deal close
• Deliver weekly reporting on activity, pipeline creation, and forecasting
• Achieve quarterly and annual pipeline and revenue targets
• Develop relationships with 911 directors, supervisors, procurement teams, IT leadership, and executive stakeholders
• Engage Public Safety user groups to understand workflows and challenges
• Maintain and grow existing customer relationships and generate referral opportunities
• Demonstrate NiCE capabilities and articulate differentiated value versus competitors
• Conduct needs assessments with Presales/Solutions Engineering
• Support technical responses to RFPs, RFIs, bids, and Scopes of Work
• Provide customer feedback to Product Management
• Develop and deliver presentations to end users, partners, consultants, and executives
• Manage and co-sell with reseller and channel partners
• Collaborate with Marketing, Product Management, Business Development, Project Management, Legal, Professional Services, and Customer Support
• Participate in marketing campaigns, demos, and demand-generation initiatives

Solutions Engineer

• Provide strategic business and technical support across a portfolio of complex products, applications, and solutions
• Partner with sales teams throughout the sales cycle
• Lead consultative discovery with prospects and customers
• Translate customer requirements into solution strategies, architectures, and value propositions
• Deliver sales presentations, solution workshops, product demonstrations, and executive briefings
• Design and build demonstrations, mini-applications, proof of concepts, and rapid prototypes
• Create product, solution design, integration, and implementation specifications
• Provide guidance on solution fit, interoperability, deployment, data requirements, integrations, security, scalability, and implementation
• Lead responses to RFIs and RFPs
• Identify and coordinate responses to technical and business risks, gaps, objections, and competitive considerations
• Serve as a trusted advisor through product capability assessments and solution validation
• Collaborate with sales, product management, engineering, professional services, and partner teams
• Capture customer and market feedback to influence portfolio strategy, product roadmaps, demonstration assets, enablement materials, and go-to-market priorities
• Support trade shows, industry events, customer forums, and strategic sales activities, including travel to customer locations as needed

Portfolio Solution Engineer – Actimize

• Drive net-new business, pipeline growth, and revenue within 911 Emergency Communications Centers and broader Public Safety agencies across the territory
• Own the full sales cycle, including discovery, solution positioning, procurement navigation, and deal close
• Build and execute a strategic territory plan to drive meeting creation, pipeline growth, and revenue
• Conduct outbound prospecting and account-based outreach
• Deliver accurate weekly reporting on activity, pipeline creation, and forecasting
• Achieve quarterly and annual pipeline and revenue targets
• Develop relationships with 911 directors, supervisors, procurement teams, IT leadership, and executive stakeholders
• Engage user groups within Public Safety agencies to understand workflows and challenges
• Maintain and grow existing customer relationships and generate referral opportunities
• Demonstrate NiCE capabilities and articulate differentiated value versus competitors
• Conduct needs assessments with Presales/Solutions Engineering
• Support technical responses to RFPs, RFIs, and bids, including Scopes of Work
• Provide customer feedback to Product Management on market needs and trends
• Develop and deliver presentations to end users, partners, consultants, and executives
• Manage and co-sell with reseller and channel partners
• Collaborate with Marketing, Product Management, Business Development, Project Management, Legal, Professional Services, and Customer Support
• Participate in marketing campaigns, demos, and demand-generation initiatives

Sales

• Develop and execute the company’s global partner strategy
• Report to the VP of Global Sales and directly manage regional Partner Sales Managers
• Oversee end-to-end partnerships with resellers, systems integrators, and consulting partners
• Build the Actimize offering to partners
• Develop marketing and go-to-market approaches and provide thought leadership
• Develop and manage the global Business Partner Program
• Work with marketing, product, professional services, and sales teams to identify, recruit, and enable partners
• Provide operational support, partner marketing, and lead management through business partners
• Align regional sales and indirect sales of NiCE Actimize solutions through local reseller partners
• Plan and execute joint marketing campaigns with global and local reseller partners
• Identify and structure proposals for recruiting solution resellers
• Manage selected strategic global alliances
• Build innovative new partnering models
• Drive indirect sales bookings, new logo acquisition, partner-generated leads, partner recruitment, certification, and quality

Senior Director, Partner Sales

• Support sales opportunities as a product expert and demonstrate solution capabilities
• Apply knowledge of Criminal Justice Process workflows related to digital evidence
• Interview and engage user work groups within Public Safety agencies
• Construct needs assessments and analyses with Account Executives
• Collect solution-requirement feedback and interface with Product Management
• Assist with technical RFP responses and presentations
• Build Scope of Work documents
• Learn market needs and future trends in the Public Safety sector
• Develop and deliver presentations to end users, partners, and consultants
• Sell NiCE's value and differentiate its solutions from competitors
• Maintain customer relationships to maximize long-term revenue and generate referrals
• Collaborate with Account Executives, Product Management, Business Development, Project Management, Legal, Marketing, Professional Services, and Customer Support
• Report to the VP, Business Development

Public Safety Solutions Engineer

Engineer

• Architect and deliver production-ready conversational AI agents
• Build live, scalable agentic AI systems for financial services, healthcare, commerce, and other sectors
• Own the AI agent lifecycle from pilot through launch and ongoing refinement
• Collaborate with enterprise decision-makers to solve high-priority challenges with agentic AI
• Feed field patterns and problems into platform, tooling, and product roadmap evolution
• Develop agents that outperform human operators in areas such as retention and churn reduction
• Build agents for nuanced, integrated customer interactions across CX use cases
• Design reusable agent frameworks for different industries
• Drive design partnerships for agent architectures, self-service features, and generative development workflows
• Integrate emerging voice models into enterprise-grade deployments
• Establish standards for constructing, evaluating, and improving AI agents in production

Forward Deployed Engineer

Artificial Intelligence

• Operate at the crossroads of AI product strategy, (pre) sales, and customer success
• Work with Product Managers, Engineers, and go-to-market teams to define, develop, and launch conversational AI agents for high-volume customer interactions
• Serve as a strategic partner to customers, supporting AI initiative evolution, execution, and adoption
• Convert business requirements into well-designed, high-performing AI agents
• Lead delivery across multiple concurrent complex agentic projects
• Bridge technical teams and business stakeholders throughout the development lifecycle
• Shape agent behavior through conversational design, product intuition, and performance data
• Surface data-driven action items and iterations to improve customer outcomes and internal decision-making

AI Solution Strategist

• Install, configure, upgrade, and deploy NICE products and platforms at customer sites
• Apply hotfixes, service packs, and other product updates
• Participate in commissioning, testing, and certification activities
• Troubleshoot and resolve technical issues related to installation, configuration, or upgrades
• Draft implementation and upgrade plans, including pre-check and post-check steps
• Collaborate with client System Engineers to support NICE infrastructure across global sites
• Maintain site documentation, system specifications, and configuration records
• Perform MAC (Move/Add/Change) activities and system maintenance
• Assist with NICE-related projects and change management activities
• Create, track, and remediate cases according to severity and SLA requirements
• Coordinate with suppliers and third-party representatives for integrated solutions
• Provide technical guidance to customer administrators on configuration, administration, and user management
• Manage customer relationships and expectations
• Participate in training programs, knowledge sharing, and special projects
• Perform other related duties as assigned

Professional Services Engineer

Pre-sales Engineer

• Provide subject matter expertise within financial crime and compliance
• Engage with prospects and clients to understand technical and functional requirements
• Position solutions for prospect requirements and articulate value and business benefits
• Explain features and benefits of NiCE Actimize solutions versus competitive products
• Deliver product presentations and demonstrations to technical and management personnel
• Develop relationships with prospects and customers
• Communicate with sales and product management regarding customer needs
• Lead Proof of Concept engagements with clients, sales, and technical presales
• Complete RFIs/RFPs and identify client requirements
• Maintain proactive customer communications to ensure customer satisfaction
• Participate in trade shows, seminars, and other industry events
• Report to the Director as an individual contributor

Principal Technical Account Manager

Senior Customer Success Manager

Senior Technical Account Manager

Lead Technical Account Manager

Senior Technical Account Manager

Account Executive

Account Executive

Portfolio Solution Engineer – Actimize

Account Executive

Senior Director, Partner Sales

Public Safety Solutions Engineer

Forward Deployed Engineer

AI Solution Strategist

Professional Services Engineer

Portfolio Pre-Sales Consultant