5 months ago
London, United KingdomStaff+
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 builds cloud contact center platforms, customer analytics, and workforce optimization tools for enterprises and public sector agencies, including public safety recording. Its portfolio includes CXone (CCaaS), digital self-service, interaction recording, RPA, and financial crime and compliance solutions through NICE Actimize. Founded in 1986 and headquartered in Hoboken, New Jersey, NICE is a public company traded on NASDAQ under the ticker NICE, serving customers in 150+ countries.