about 2 hours ago
Responsibilities
- Serve as a trusted advisor for a portfolio of high-value enterprise customers.
- Build executive and senior technical stakeholder relationships.
- Lead strategic support initiatives and account health reviews.
- Identify operational risks and proactively drive remediation plans.
- Own the most complex customer issues across NICE CXone and adjacent technologies.
- Lead critical escalations involving integrations, telephony, routing, analytics, APIs, and platform infrastructure.
- Drive root-cause analysis and long-term resolution strategies.
- Leverage AI-driven insights to scale impact across a broad portfolio.
- Establish best practices for AI-assisted support operations.
- Mentor senior engineers and emerging technical leaders.
Requirements
- 10+ years supporting enterprise SaaS, cloud, or CCaaS technologies.
- Proven success managing large, complex enterprise customer relationships.
- Deep expertise troubleshooting sophisticated technical environments.
- Experience leading high-severity customer escalations.
- Strong executive presence and customer-facing communication skills.
- Ability to influence across multiple organizations without direct authority.
- Preferred experience with NICE CXone, Genesys, Cisco, Amazon Connect, or comparable platforms.
- Expertise in APIs, integrations, telephony, routing, analytics, and cloud infrastructure.