4 months ago
Responsibilities
- Own the technical approach for a portfolio of complex partner implementations, including reference architectures, advanced configuration, integrations, deployment patterns, and onboarding strategies.
- Define and govern implementation standards, readiness criteria, validation checklists, deployment best practices, and partner transition mechanisms.
- Lead the highest-severity cross-partner escalations end-to-end through root-cause analysis, preventative actions, and executive communication.
- Translate partner needs into product requirements, shape prioritization, and align Engineering and Product on scalable solutions.
- Establish shared expectations, escalation paths, decision-making mechanisms, metrics, and governance across Partner Success, TAM, Support, and Product.
- Lead technical enablement programs, playbooks, forums, communities of practice, documentation, and training to improve partner readiness and adoption.
- Mentor senior and mid-level Implementation Engineers and elevate organization-wide technical capability through coaching and hands-on problem solving.
- Lead executive business reviews and strategic technical governance with partners, representing cross-partner technical needs and influencing investment priorities.
Requirements
- At least 7 years of experience in implementation engineering, solutions engineering, technical support, or a related technical customer-facing role.
- Strong expertise diagnosing and resolving complex technical issues involving integrations, APIs, configuration, and deployment environments, including systemic remediation.
- Exceptional communication skills for explaining technical concepts to diverse audiences, including executive stakeholders.
- Demonstrated ability to lead technical projects, influence stakeholders, and collaborate cross-functionally without direct authority.
- Experience with channel or reseller organizations is advantageous.
- Experience in a global technology or SaaS organization, professional services, or solution delivery is advantageous.
- Deep knowledge of global partner ecosystems or channel and alliances strategy is advantageous.
- Familiarity with cloud architectures, API ecosystems, or enterprise deployment patterns is advantageous.
- Ability to travel up to 20% regionally, with some international travel potentially required.
Benefits
- NICE-FLEX hybrid schedule with 2 days in the office and 3 days working remotely each week.
- Opportunity to work at a global technology company with internal career opportunities across roles, disciplines, domains, and locations.
- Travel up to 20% regionally, with some international travel potentially required.
Categories
Solutions Engineering
About NICE
NiCE is transforming the world with AI that puts people first. Our purpose-built AI-powered platforms automate engagements into proactive, safe, intelligent actions, empowering individuals and organizations to innovate and act, from interaction to resolution. Trusted by organizations throughout 150+ countries worldwide, NiCE’s platforms are widely adopted across industries connecting people, systems, and workflows to work smarter at scale, elevating performance across the organization, delivering proven measurable outcomes.