2 months ago
Responsibilities
- Provide technical configuration guidance, best-practice recommendations, and customized training for CXone Agent customers.
- Help customers achieve desired business outcomes and ROI from implemented products.
- Engage product management teams to prioritize customer requirements in product roadmaps.
- Maintain expertise in contact-center methodologies, processes, technologies, and Agent product tools.
- Coordinate internal resources and support successful customer and partner project engagements.
- Perform business analysis, business-area assessment, user-needs analysis, and business systems design.
- Manage customer expectations, satisfaction, executive relationships, and frontline management relationships.
- Consult on NICE capabilities, available technologies, and solutions.
- Help develop targeted product certification programs for customer-facing employees.
- Provide product leadership in internal and external product forums.
- Manage assigned Salesforce cases to satisfy customer SLAs.
- Mentor and coach employees supporting NICE products and follow company policies and ethics requirements.
Requirements
- BS/BA in a technical or business field, or equivalent work experience.
- 8+ years of customer engagement and industry experience beyond the education requirement.
- 1-3 years of experience in contact/call centers or technical and customer support operations.
- 3-5+ years of quality management or analysis experience in a call-center environment.
- Experience communicating at technical and functional levels while managing business relationships.
- Experience with contact-center business analysis, KPIs, best practices, and operations, depending on specialization.
- Experience presenting to large audiences as a trainer or speaker.
- Industry experience related to the relevant product, including understanding of technical and business needs.
- Strong consulting skills for uncovering and aligning client goals with product solutions.
- Ability to demonstrate strong confidence and expertise as a product specialist.
Benefits
- Global, collaborative, creative, and fast-paced work environment.
- Opportunities for learning, growth, and internal career mobility across roles, disciplines, domains, and locations.
- Equal opportunity employer.
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.