Senior Technical Account Manager

NICE

. Own customer relationships for key CX customers and act as their advocate within NICE .

Posted 9/30/2026full-timeRemote • United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in customer relationship management within technical environments, focusing on customer satisfaction, retention, and successful adoption of CX solutions. Proficient in technical problem solving, analytical troubleshooting, and effective communication across technical and functional levels.

Highest-signal resume keywords

Customer Relationship ManagementTechnical Problem SolvingContact Center Software KnowledgeTCP/IP Networking KnowledgeDatabase and SQL Competence

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical Problem SolvingAnalytical SkillsTroubleshooting SkillsContact Center Software KnowledgeImplementation SkillsTCP/IP KnowledgeVoIP Technology ExposureSIP SignalingDatabase ConceptsSQL Scripting

Soft Skills

Customer AdvocacyRelationship BuildingCommunication SkillsEmotional IntelligenceCustomer Satisfaction Focus

Industry Keywords

TelecommunicationsService DeliveryCall Center OperationsNetwork TopologyTelecommunications ArchitecturePBXCarriersIP TelephonyCX SolutionsCustomer Loyalty

Tech Stack

Tools & technologies

SQLTCP/IPVoIP

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

10 years in a Technical/Service role in software, telecommunications, customer service, call/contact center and/or service delivery
Demonstrated technical problem solving proficiency
Excellent analytical and advanced troubleshooting skills with end-users/customers
Working technical knowledge of contact center software, design, and functionality
Broad implementation skills in technology and analysis
Experience communicating at technical and functional levels while managing business rapport
TCP/IP networking knowledge and VoIP technology exposure (advantage)
Comprehensive knowledge of TCP/IP and telecom circuits from DS0 through OC-48 (advantage)
Understanding of network topology and telecommunications architecture, including PBX, carriers, and VoIP (advantage)
Understanding of basic scripting fundamentals (advantage)
Solid understanding of TCP/IP and internet fundamentals (advantage)
Extensive software, telecommunications, and IP telephony experience (advantage)
Experience using SIP signaling (advantage)
Competence in database and SQL concepts and scripting (advantage)

Benefits

Comp & perks

Internal career opportunities across multiple roles, disciplines, domains, and locations
Opportunities to learn and grow
Fast-paced, collaborative, and creative work environment