NICE

Support Engineer

• Demonstrate subject matter expertise in core technologies and additional technology specialties
• Provide advanced technical support to customers via phone, online, chat, and email
• Analyze logs, traces, packet captures, and other technical data to determine root causes
• Own internal and external troubleshooting communications and customer/stakeholder confidence
• Mentor colleagues on communication, troubleshooting, processes, product knowledge, and case work
• Encourage productive debate and discussion to analyze and resolve problems
• Improve procedures and processes to increase efficiency and effectiveness
• Manage cases according to SLA response and resolution targets, assisting colleagues with timely resolution
• Provide root-cause correction and eliminate recurring issues
• Proactively manage assigned and queued cases according to severity, priority, skills, and ability to resolve
• Open and monitor incidents with third-party providers and collaborate with internal stakeholders
• Obtain and maintain KCS Publisher certification; create and update knowledgebase content using KCS methodology
• Identify, document, and report software, design, reliability, and maintenance issues to appropriate teams
• Gather and validate bug details for R&D reproduction and collaborate during issue isolation, correction, and resolution implementation
• Maintain exemplary KPI performance and model higher-level achievement
• De-escalate customers and handle complex and escalated cases
• Analyze networking technologies and technical diagrams for diagnosis and resolution
• Provide real-time colleague training and develop training materials and best-practice documentation
• Work a flexible schedule and provide occasional on-call services

Team Lead, Technical Support

Customer Success Manager

• Lead strategic account engagement across a portfolio of top-tier enterprise clients
• Deliver measurable value, accelerate adoption of the cloud-native, AI-powered platform, and drive long-term customer success and growth
• Act as a trusted advisor to C-level stakeholders and align platform capabilities with customer business goals
• Orchestrate cross-functional teams to deliver exceptional service, seamless delivery, and tangible results
• Build enduring relationships with senior client executives
• Champion the post-sale customer lifecycle, including onboarding, adoption, optimization, and renewal
• Conduct Executive Business Reviews and establish measurable success plans tied to business outcomes
• Maintain high CSAT and NPS through proactive engagement and fast issue resolution
• Manage a portfolio of strategic accounts representing 10M+ in ARR
• Drive Net Revenue Retention growth through upsell, cross-sell, and renewal strategies
• Partner with Sales, Professional Services, Value Realization Services, and Product teams to identify account growth opportunities
• Lead customer transformation initiatives by driving adoption of AI features, automation, bots, virtual agents, and IVR automation
• Educate and consult customers on products, AI, and advanced analytics
• Align platform usage with customer KPIs, including call deflection and agent efficiency
• Develop and execute strategic account plans with the Account Director / Executive
• Lead matrixed internal teams to deliver service and value realization
• Escalate, resolve, and communicate client risks, blockers, and feedback to NiCE stakeholders
• Stay current with industry, CX, contact center transformation, and AI trends; represent the voice of the customer in product innovation
• Improve Customer NPS, increase NRR, and drive AI and feature adoption

Director, Customer Success

Implementation Specialist

• Deliver expert-level technical guidance, troubleshooting, and platform knowledge to partner customers following readiness
• Champion product enhancements and collaborate with internal engineering and product teams
• Lead high-visibility or escalated support engagements
• Oversee complex technical implementation projects, including advanced configuration, integrations, deployment architecture, and onboarding strategies
• Ensure partners understand scalable deployment models, technical best practices, and long-term operational success strategies
• Guide handoffs from implementation to steady-state support
• Serve as a senior liaison to TAM and Partner Success organizations
• Assess partner maturity, identify technical gaps, and drive adoption strategies
• Communicate product updates, platform changes, and technical insights across partner-facing teams
• Create and share technical playbooks, best practices, and lessons learned
• Lead knowledge-sharing sessions and mentor Implementation Engineers
• Contribute to enablement content, documentation, and training materials
• Lead executive business reviews and represent partner technical needs in strategic planning forums

Senior Partner Success Implementation Engineer

Account Executive

• Establish new strategic relationships and maintain existing relationships
• Analyze customers’ business situations to identify constraints and opportunities from technological advances
• Drive NiCE Actimize’s response to customers’ critical business problems
• Improve NiCE Actimize’s position for current proposals while enhancing long-term relationships
• Achieve annual sales quota and negotiate enterprise-wide agreements
• Coordinate and lead all sales activities to achieve business goals
• Ensure proposed sales and solutions capitalize on NiCE Actimize strengths and can be implemented successfully
• Develop and maintain high-level relationships with C-level stakeholders
• Create and maintain a high-level presence and relationship network to facilitate sales
• Initiate, support, develop, and monitor purchasing agreements with customers

Account Executive – Actimize

Pre-sales Engineer

• Provide key subject matter expertise within financial crime and compliance.
• Engage with prospects and clients to understand technical and functional requirements, from both current and aspirational perspectives.
• Position solutions for specific prospect requirements and articulate how value and business benefits can be achieved.
• Explain features and benefits of NiCE Actimize solutions in comparison to competitive products.
• Deliver product presentations to technical and management personnel and demonstrate Actimize’s differentiation.
• Develop relationships with prospects and customers.
• Communicate with sales and product management regarding customer needs.
• Lead Proof of Concept engagements with the client, sales, and technical presales.
• Complete RFIs/RFPs, identify client requirements, and ensure proactive customer communications and satisfaction.
• Participate in trade shows, seminars, and other industry events.
• Report to the Director, Sales as an individual contributor.

Team Lead, Technical Support

Director, Customer Success

Senior Partner Success Implementation Engineer

Account Executive – Actimize

Portfolio Presales Engineer