2 months ago
Responsibilities
- Serve as a trusted advisor for high-value enterprise customers and lead strategic support initiatives and account health reviews.
- Build executive and senior technical stakeholder relationships while identifying operational risks and driving remediation plans.
- Own complex customer issues across NICE CXone and adjacent technologies, including integrations, telephony, routing, analytics, APIs, and platform infrastructure.
- Lead critical escalations, root-cause analysis, and long-term resolution strategies across Product, Engineering, Support, and Services.
- Evaluate AI-driven support capabilities, establish AI-assisted support best practices, and provide feedback for future AI solutions.
- Mentor senior engineers and emerging technical leaders and influence support strategy, customer engagement models, and product priorities.
Requirements
- 10+ years supporting enterprise SaaS, cloud, or CCaaS technologies.
- Proven success managing large, complex enterprise customer relationships and troubleshooting sophisticated technical environments.
- Experience leading high-severity customer escalations and coordinating across multiple organizations without direct authority.
- Strong executive presence and customer-facing communication skills.
- Experience with NICE CXone, Genesys, Cisco, Amazon Connect, Five9, or comparable enterprise contact center platforms is preferred.
- Technical Account Manager, Principal Support Engineer, Customer Architect, or Solutions Architect experience is preferred.
- Expertise in APIs, integrations, telephony, routing, analytics, cloud infrastructure, and enterprise applications is preferred.
- Experience supporting Fortune 500 organizations and using AI-enabled workflows to improve operational outcomes is preferred.
Benefits
- Seattle or hybrid preferred; remote considered.
- Opportunity to work with Fortune 500 customers and influence AI-enabled enterprise support strategy.
- Mentorship and organizational leadership opportunities across Product, Engineering, Support, and Services.
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.