2 months ago
Düsseldorf, GermanyStaff+
Responsibilities
- Provide expert technical guidance, troubleshooting, and platform support to partner customers.
- Lead critical and escalated support engagements, root-cause analysis, and systemic technical fixes.
- Oversee complex technical implementation projects involving configuration, integrations, deployment architecture, and onboarding strategies.
- Define and enforce implementation standards, scalable deployment models, readiness criteria, and handoff processes.
- Drive partner enablement programs, adoption plans, technical playbooks, training materials, and best-practice governance.
- Collaborate with engineering, product, TAM, Partner Success, and partner-facing teams to advocate for enhancements and align product roadmaps.
- Coach Implementation Engineers and provide technical direction to Partner Success Managers and TAMs.
- Lead executive business reviews and represent partner technical needs in strategic planning forums.
Requirements
- 7+ years of experience in implementation engineering, solutions engineering, technical support, or a related technical customer-facing role.
- Strong expertise diagnosing and resolving complex issues involving integrations, APIs, configuration, and deployment environments.
- Ability to drive root-cause analysis and systemic fixes.
- Exceptional communication skills for translating technical concepts to diverse audiences, including executive stakeholders.
- Proven ability to lead technical projects, influence stakeholders, and collaborate cross-functionally without direct authority.
- Ability to travel up to 20% regionally, with some international travel potentially required.
- Preferred experience with channel or reseller organizations, global technology or SaaS organizations, professional services, or solution delivery.
- Preferred familiarity with global partner ecosystems, channel or alliances strategy, cloud architectures, API ecosystems, or enterprise deployment patterns.
Benefits
- NICE-FLEX hybrid work model with two days in the office and three days working remotely each week.
- Benefits are provided through NICE's benefits program.
- Opportunity to work at a global company with internal career opportunities across roles, disciplines, domains, and locations.
- Up to 20% regional travel, 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.