Jobs at NICE CXone
116,536 open positions
Specialist Software Engineer - Angular + Java
Company: NICE
Location: Other US Location
Posted Oct 19, 2023
NICE is a global company that offers software solutions for customer experiences, fighting financial crime, and ensuring public safety. They are looking for a Software Engineer with expertise in Angular, Java, and cloud technologies to join their agile team. The role involves enhancing software, designing and developing products, mentoring junior staff, and providing technical leadership. NICE is an equal opportunity employer that values innovation, AI, cloud, and digital technologies.
Tech Manager, Data Science
Company: NICE
Location: Other US Location
Posted Sep 26, 2023
All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law. In this role, you will be crucial in research management, team leadership, and supporting various data science activities on the delivery side.Key ResponsibilitiesLead and manage data science teams, providing guidance, direction, and mentorship.Drive research initiatives, foster innovation, and find cutting-edge solutions to complex problems.Collaborate with cross-functional stakeholders to facilitate communication and synergy between teams.Create thought leadership in the field and be the AI leader of the team.Enhance research agility and progression.Work closely with product managers, DS Research teams, Engineering teams, and data scientists to build futuristic ML models.Actively guide and mentor team of Data Scientists.Manage all people aspects of the team, such as hiring, reviews, mentoring, and promotions, etc.Prioritize, assign and manage department activities and projects in accordance with the R&D departments goals and objectives.Develop performance-oriented cultureRequirements:The qualifications and skills required for this position include:Qualifications12+ years of experience in Software IndustryAt least 3+ years' experience in managing teams of Data Scientists and Data analysts.Master’s degree in computer science, Mathematics, Data Science, or a related field.Previous experience as a hands-on Data Scientist.Proficiency in Python and practical experience in its application.Familiarity and/or experience with private and public cloud infrastructures and technologies such as Amazon Web Services (AWS).Familiarity with complex systems and how large organizations operate.Effective People Management skills - Holds team members accountable and inspires, motivates, develops, and engages team to create strong morale and spirit; shares wins and successes; fosters open dialogue, and creates a feeling of belonging in the teamManagerial Courage - Provides current, direct, complete, and actionable positive and corrective feedback to others; is not afraid to make difficult changes to the team when necessaryExceptional verbal and written communication skills in English.Builds constructive and solid working relationships across the organization.Strong presentation skills, with the ability to convey complex ideas to executives.About NICE NICE&8239;Ltd. (NASDAQ: NICE)&8239;software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences,&8239;fight financial crime&8239;and ensure public safety.&8239;Every day, NICE software manages&8239;more than&8239;120 million customer interactions and monitors&8239;3+&8239;billion financial transactions. Come share, grow and learn with us – you’ll be challenged, you’ll have fun and you’ll be part of a fast growing, highly respected organization.We seek a dynamic Tech Manager in Data Science to join our team in Pune. Known as an innovation powerhouse that excels in AI, cloud and digital, NICE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries. To find and acquire the best and brightest talent around the globe, we offer a challenging work environment, competitive compensation and benefits, and rewarding career opportunities. We’re ambitious. And if you’re like us, we can offer you the kind of challenge that will light a fire within you.Position: Tech Manager, Data ScienceLocation: Pune, IndiaAbout NICE ActimizeNICE Actimize is the largest and broadest provider of financial crime, risk and compliance solutions for regional and global financial institutions & has been consistently ranked as number one in the spaceAt NICE Actimize, we recognize that every employee’s contributions are integral to our company’s growth and success. We’re relentless. NICE is proud to be an equal opportunity employer. Constantly.
Team Lead, Workforce Analysis
Company: NICE
Location: Other US Location
Posted Sep 27, 2023
All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law. Ensure employee job satisfaction, WFM business partners satisfaction, high, on time and qualitative production, output and service to the Operation and or other positions within WFM who receive the output/service of the team of WFM employees.You are (Requirements: & Skills):Minimum of 5+ years in contact center workforce role.Bachelor’s degree in a related discipline such as communication, economics, logistics or mathematics.Workforce experience relative to long and short-term forecasting, scheduling, vendor requirements, real-time traffic and/or intraday management.Experience with NICE WFM systems as well as proficiency in Microsoft Office, particularly Excel (ie pivot tables, VisualBasic and Macro’s) and Windows.Ability to work successfully in an outsourced vendor environment while achieving performance expectations.Excellent problem-solving ability in high pressure situations.Excellent verbal, written communication, and presentation skills in English are a must.Other WFM software experience.May require analytical skills, solid mathematics and problem-solving backgrounds.Proactive working style.Ability to meet deadlines with accuracy.Proven ability to multi-task.NICE to have (Advantages):Knowledge about COPC is preferredLEAN 6sigma is preferredAbout NICE NICE&8239;Ltd. (NASDAQ: NICE)&8239;software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences,&8239;fight financial crime&8239;and ensure public safety.&8239;Every day, NICE software manages&8239;more than&8239;120 million customer interactions and monitors&8239;3+&8239;billion financial transactions. Known as an innovation powerhouse that excels in AI, cloud and digital, NICE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries. And if you’re like us, we can offer you the kind of challenge that will light a fire within you.Team Lead, Workforce AnalysisYou will (Responsibilities): Managing, coaching and developing a team of WFM employees. We’re ambitious. We’re relentless. NICE is proud to be an equal opportunity employer. Constantly. And we make an impact. Our NICErs bring their A game and spend each day turning it into an A+.
Solutions Architect
Company: NICE Ltd
Location: Salt Lake City, UT
Posted Sep 27, 2023
All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law. Ideal candidates need to have a consultative approach, be customer facing, effective communicators, and be willing to travel nationally. Known as an innovation powerhouse that excels in AI, cloud and digital, NICE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries. The Solution Architect works with clients, stakeholders and internal team members to elicit, document, and prioritize business, functional, and system-level requirements for the development of Statements of Work (SOW) for Enterprise Customers. MBA Preferred.&8203;Experience Requirements:&8203;6+ years of solution architecture experience6+ years of consulting or customer engagement experience5+ years of contact center experienceSuccessful track record in best-of-class solutions with a portfolio of strong work examplesAnalytically minded with strong interpersonal, presentation, project management, problem solving, and communication skillsStrong multi-tasking skills with the ability to adapt to shifting priorities, demands, and timelines between multiple technologies and tools across various clientsExperience in systems integration, process analysis and process diagrammingAbility to translate solution functionality and opportunities into clear, precise and easy to read functional documentationExperience with iterative/phase-based project management approachesAbility to visually communicate process/system requirements and recommendations in the form of cross-functional process flow and data flow diagramsStrong business acumen to quickly learn new solution processes and understand how technology supports the business in achieving revenue and profit goalsComfortable working in a fast paced, results-oriented environmentAbility to work with remote customers and communicate using virtual communication toolsAbility to manage deliverables across multiple projects and meet tight deadlines.Develop a strong business and technical understanding of the inContact product familyTechnical Project Management experience leading implementations in a SaaS environmentProficiency in MS Office suite, including MS Visio (or other diagramming tool), and advanced MS Excel and PowerPoint skillsExcellent verbal and written communication skills.About NICE NICE&8239;Ltd. (NASDAQ: NICE)&8239;software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences,&8239;fight financial crime&8239;and ensure public safety.&8239;Every day, NICE software manages&8239;more than&8239;120 million customer interactions and monitors&8239;3+&8239;billion financial transactions. &8203;Major Functions/Responsibilities:Client LeadershipElicit solution requirements and objectives from clients and stakeholders and then break them down into functional requirements, including use cases, user stories, and acceptance criteriaAssist with the development of business cases, project proposals, and SOWs as part of new business opportunity developmentPerform data, process, and fit/gap analysis to help stakeholders define the scope of new solutionsHelp inform and drive business process engineering and change management recommendations and planningPrepare and deliver presentations to clients and stakeholders in the form of solution approaches or overviews, impact assessments, and project readouts.Serve as the solution expert during the NICE pre-sales and implementation cycles, understanding Customer Centric Selling and Project Implementation methodologies such that you can ensure NICE delivers the right solution to the customer and that desired business outcomes are achieved (greatest ROI).Technical Leadership:Be able to speak to the capabilities of the NICE Product SuiteAssist with technical product configuration and scripting as requiredAssist with process, data and object modeling in various application and database environmentsProvide technical architecture leadership, analysis, design, development and enhancementMaintain expertise and currency in industry leading contact center technologiesSolution LeadershipAssist with the project management of the end-to-end solution life-cycleConduct comprehensive cost/benefit analysis and prepare solution cases for projectsPresent a professional image in conduct, attitude and attireCommunicate in an effective and professional way with customers in and outside of inContact.Follow the company Code of Ethics and NICE policies and procedures at all timesSupervise during the solution life-cycle, any junior level client staff, or any sub-contracted personnel assigned to your project teamFollow the company Code of Ethics and NICE policies and procedures at all times.Communicate in an effective and professional way.Required Education, Experience, and Specific Job Related SkillsEducation Requirement:Bachelor's degree in a related technology field. NICE is proud to be an equal opportunity employer. The Solutions Architect will engage with clients early in the sales cycle, provide best practices consulting on the journey from premise to cloud solutions and stay involved through the onboarding process, assisting with the solution life-cycle and ensuring a seamless customer journey. We’re ambitious. And if you’re like us, we can offer you the kind of challenge that will light a fire within you.The Solutions Architect is a highly skilled, professional and technical individual acting as the primary liaison to support NICE customers through custom deployment projects.
Senior Automation Engineer
Company: NICE
Location: Other US Location
Posted Sep 26, 2023
All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law. Invoking regression packs from the CI/CD pipeline is a must have.Experience in Test Strategy, Test Scenarios and execution a mustExposure to enterprise software architectures, infrastructures, and integration with AWS (or any other cloud solution)Good communication skills (English)Strong analytical and problem-solving skills A team player that demonstrates a strong work ethic, creativity, assertiveness, and flexibilityOther preferred skillsExperience with Agile Development methodologies, user stories, acceptance criteria, feature prioritization, and defining product specificationsExperience with cloud-based delivery, SaaS, CI/CD, DevOps, and related cloud-based software development and delivery methodologiesAbout NICE NICE&8239;Ltd. (NASDAQ: NICE)&8239;software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences,&8239;fight financial crime&8239;and ensure public safety.&8239;Every day, NICE software manages&8239;more than&8239;120 million customer interactions and monitors&8239;3+&8239;billion financial transactions. Known as an innovation powerhouse that excels in AI, cloud and digital, NICE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries. We’re ambitious. NICE is proud to be an equal opportunity employer. This role would be own the testing of the framework and connectors including performance testing.Qualifications:E/ B.Tech or degree equivalent.4 - 7 years of software testing experience in a Test/QA Team with Enterprise Product preferably in financial risk domainGreat interpersonal and communication skills / Customer Facing skillsExperience working with agile software development methodologyExcellent verbal and written communication skillsExcellent automation and functional skillsKnowledge of performance and scalability test practices and required toolsResponsibilitiesIC who can work along with team to achieve a common goal.Working with architects, engineers, and third-party vendors to understand high level design, cross-interface impact, architectural and non-functional features addressing the customer requirementsTranslate the functional and non-functional requirement to test scenarios and test casesEnsuring overall product health and operation qualityShould understand the various issues related to data transformation and integration to create test scenariosEnsuring that the automation framework uses best of breed technology including open source toolsConducting internal product demos and assisting stakeholders in demo activityEnsure that the product tested meets the quality goals of the product teamShould be hands on in terms of defining test scope, test strategy, testing – manual and automation.Actively involved in the design, development and Monitoring of Automation Test cases. This role should have a good exposure to Hadoop / Bigdata ecosystem with an explore and challenge mindset. We’re relentless. Constantly. Identifying gaps in automation coverage and working with relevant stakeholders in preparing a strong backlog of items to work upon.Prepare and share overall quality status covering different dimensions at Unit level.Day to Day working within team to resolve issues and technically lead from front.Collaborating with multiple agile teams and process control leadersRequirements for the role:Exposure to Finance and Product experience is a plusHands on working knowledge for Automation test development using Java test scripting.Should have expertise in selenium.Enhance existing automation framework developed in Java.Hands on working knowledge of Automation tools involving Selenium.
Partner Experience Specialist
Company: NICE
Location: Other US Location
Posted Oct 18, 2023
NICE is seeking a Partner Experience Specialist to deliver exceptional service to partners, build relationships, and resolve issues. The role involves maintaining knowledge of NICE products, assisting partners, tracking orders, and resolving discrepancies. The ideal candidate should have an associate's degree, 3-5 years of customer service experience, and a background in the contact center industry. NICE is a global company that provides software for delivering extraordinary customer experiences, fighting financial crime, and ensuring public safety.
Senior Windows Systems Administrator
Company: NICE
Location: Dallas-Fort Worth, TX
Posted Oct 19, 2023
NICE is seeking a Senior Windows System Administrator to maintain and support a production infrastructure environment. The ideal candidate should have advanced troubleshooting skills, 4+ years of experience in Windows Server Administration, and knowledge of Windows Domains, Active Directory, DNS, Mail, DNS, and enterprise storage solutions. The role involves monitoring systems, resolving complex problems, participating in planning efforts, and maintaining documentation. The candidate will also contribute to process and automation improvements, perform routine maintenance tasks, and manage server system and file security. NICE is an equal opportunity employer offering a challenging work environment with opportunities for growth and development.
Senior Specialist Software Architect
Company: NICE
Location: Other US Location
Posted Sep 26, 2023
All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law. Known as an innovation powerhouse that excels in AI, cloud and digital, NICE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries. Attitude of quality, diligence and thoroughness.Conduct architectural and design reviews.Conduct code reviewsEvaluate new technologies/innovations and industry trends.Intentionally drives business value through architectural innovation Level Distinctions:15-18 years of software development experience, at least 6 of them developing in SaaS/Cloud servicesExperience as an Cloud-SaaS architectExperience with micro servicesExcellent problem solving abilities.Excellent decision-making skills.Working Knowledge of design patterns.Strong communication skillsStrong quality orientationExperience in data modeling and database design with both SQL and NoSQL databases including in memory databasesExperience designing multi-tiered service-oriented applications and microservices and supporting them in productionExperience working in and driving Continuous Integration and Delivery practices using industry standard tools such as Jenkins, Docker, Kubernetes and ArtifactoryExperience working in an modified Agile methodology development environment and using work item management tools like JIRAProven ability to educate and mentor junior engineers on principles of distributed systems and contemporary design patterns for building microservicesFamiliarity and/or experience with public cloud infrastructure and technologies such as Amazon Web Services (AWS), Google Cloud Engine, or Azure a plusDevelopment experience with Web development technologies (JavaScript, HTML5, CSS3); experience with relevant frameworks like NodeJS, AngularJS, ReactJS, and Bootstrap a plusDevelopment experience using Java, Python, Kafka, and API gatewaysExperience with Rules Engines like Drools and othersExperience developing high performing systemsFamiliarity with Machine Learning conceptsDevelopment experience with RESTful API driven architectures and productsDevelopment experience using Security technologies like SAML, OAuth and JWTDemonstrated ability to influence others, especially in sensitive or complex situationsExcellent interpersonal and communication skillsAbility to work independently and collaborativelyAbility to communicate design rationale and build consensusAbility to prioritize and manage work to critical project timelines in a fast-paced environmentAbility to develop new approaches to complex design problemsMust be organized, have an eye for detail, and be able to put ideas into a tangible formExperience using Test Driven Development, Continuous Integration, and Test AutomationAbout NICE NICE&8239;Ltd. (NASDAQ: NICE)&8239;software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences,&8239;fight financial crime&8239;and ensure public safety.&8239;Every day, NICE software manages&8239;more than&8239;120 million customer interactions and monitors&8239;3+&8239;billion financial transactions. Mentor and develop architects, engineers and Involvement in hiring great engineers.Participate in envisioning of next gen plans to achieve longer term strategic objectives of the organization.Drive the architecture of a project/product line, including authoring functional and design specifications, scalability, security, data flow, and interface.Contribution to the strategic vision of Guardian Analytics business unit.Identify impact of new technologies on our products and communicate to development teams.Partner with customers/prospects on product functionality and future direction; participate in industry briefings.Consider customer impact; when considering alternatives, evaluate whether something we are asking the customer to do would be reasonable. Reporting to the Director of Engineering and working closely with all the engineering functions, chief architect, architecture review board and the scrum teams.You will drive an open and extendible architecture, ensuring relevant technology solutions are being adopted, good engineering practices are implemented and the overall system design and architecture is kept while we develop new features to the market. NICE is proud to be an equal opportunity employer. We’re ambitious. You will have a key role in fostering innovation and ensuring adoption of new technologies as needed.We are looking for someone who is passionate about delivering high quality enterprise cloud products that is are used by millions of users.You are expected to be very hands on and have an in-depth technical understanding of cloud software architectureMain Responsibilities and Deliverables:Set the end-to-end technical direction for the team, including platform, technology, tools, and infrastructure.Communicate architecture in an effective and professional manor.Drive technical decisions, solve tough problems, and coordinate multiple project execution.Ensure that the Development coding quality standards and review processes are followed to ensure proper security and high availability standards.Monitoring the quality of code that is delivered by your team through reviews and other processes.Foster strong team work environment and create passion and energy within the team.Be an active participant in the development leadership team ensuring corporate success.Represents self and department with professionalism and competence.Follow the company Code of Ethics and policies and procedures at all timesOverall responsibility for the platform architecture, establish well architected and designed solution. We’re relentless. And if you’re like us, we can offer you the kind of challenge that will light a fire within you.Job descriptionThe Software Architect is responsible for providing technical leadership across development teams in one or more functional areas.This position is ultimately responsible for the successful implementation of key deliverables to ensure that each release is designed with high availability, scalability, serviceability and supportability in mind.You will be responsible for the architecture of our product platform end to end.
Product Owner
Company: NICE
Location: Other US Location
Posted Sep 27, 2023
All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law. Azure / Cloud-based servicesAbility to remain focused and calm under pressureGreat interpersonal skillsNice to have:Ability to work successfully with clients and business partners directlyExperience of working with Azure technologiesAn appreciation of Next Generation (NG) emergency servicesExperience in writing Technical Systems/Solutions DocumentationExperience of systems softwareBreaking down complex market requirements into secure, scalable, and resilient system designs (this will come from candidates with a Systems/Architect background)About NICE NICE&8239;Ltd. (NASDAQ: NICE)&8239;software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences,&8239;fight financial crime&8239;and ensure public safety.&8239;Every day, NICE software manages&8239;more than&8239;120 million customer interactions and monitors&8239;3+&8239;billion financial transactions. Known as an innovation powerhouse that excels in AI, cloud and digital, NICE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries. We’re ambitious. software running as Windows Services)You provide support to Customer Support, Professional Services, Technical Pre-sales teams and Training where requiredKnowledge and experience:Must:Bachelor’s degree in a technical discipline/STEM subject, preferably Computer Science or Engineering, MBAAbility to multitask and prioritize workAbility to understand technical solutions, experience of software developmentAbility to understand the big picture and translate it to detailed needsExperience working in an Agile delivery methodology organisationCommunicating effectively at all levels, from executive management to individual contributorExcellent English verbal and writing communication skillsFast learner with ability to educate her/himself on relevant technologies e.g. We’re relentless. NICE is proud to be an equal opportunity employer. And if you’re like us, we can offer you the kind of challenge that will light a fire within you.Context and purpose:Here at NICE Public Safety, we develop state-of-the-art solutions for the Public Safety market, bringing together voice, video and screen recording, playback and analysis for Security customers worldwide.We are expanding our development team to continue developing an exciting product that enables Police forces worldwide to keep up with the increasing demands of managing growing amounts of digital evidence.Responsibilities:You own the Product Plan, driven from the Product roadmap, created by the Product ManagersYou create a prioritised backlog based on High Level product requirementsYou work closely with NICE Architects and Product Managers to clearly describe business goals and customer requirements into product backlog itemsAssess and review technical documentation and ensure the development team create appropriate levels of product documentationYou support the Product Manager in development of user scenarios for technical usersYou work closely with R&D to:Explain the motivation and the customer needs behind a new requirementOwn and Groom (create and explain) the User storiesBe there daily for the team for any questions & feedbackUnderstand and prioritise technical requirementsYou are:Somebody who’s comfortable getting into a detailed technical discussion with our team of software developersHappy to work on back-end solutions (e.g. Constantly. And we make an impact.
Technical Customer Success Manager
Company: NICE Ltd
Location: Dallas-Fort Worth, TX
Posted Sep 27, 2023
All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law. Act as a SME (Subject Matter Expert) on the client account.Must be able to travel up to approximately 10% domestically and internationally. Additional Information: Location: Richardson, TXTravel: Able to travel if needed (eventually)About NICE NICE&8239;Ltd. (NASDAQ: NICE)&8239;software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences,&8239;fight financial crime&8239;and ensure public safety.&8239;Every day, NICE software manages&8239;more than&8239;120 million customer interactions and monitors&8239;3+&8239;billion financial transactions. Known as an innovation powerhouse that excels in AI, cloud and digital, NICE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries. And if you’re like us, we can offer you the kind of challenge that will light a fire within you.The EEM Technical Customer Success manager is technical expert and source of knowledge for our Employee Engagement Product with a high degree of understanding within Workforce Management arena. The primary goal is to work closely with our Employee Engagement (EEM) customer base, create loyal promoters, retain & increase revenue by helping pursue expansion and adoption opportunities, ensure product subscription renewal, and create valuable executive references from this customer base in to help drive additional business from new customers. Additionally, this person should have the ability to solve for designs that combine multiple technical capabilities. We’re ambitious. With deep and broad experience in multiple hardware and software environments, the role is comfortable navigating across complex systems.Primary responsibilities include:Develop and present customized presentations to assigned clients that both quantify and qualify product/service usage, realized benefits through usage report, achievements, opportunities, and next steps to improve the customer’s value realization and ROI.Professionally and independently conduct complex discovery conversations, negotiations and needs analysis for technical topics, and prepare plans for establishing product expansion, ensuring subscription renewal, and promoting product adoption.Engage in proactive communication with each assigned customer on at least a monthly basis as their named TCSM, ensuring that they achieve their business objectives based on data analysis, achieve success with the EEM solution, and are using the solution in the most successful way possible.Work in tandem with NICE Account Executives and fellow Solutions Engineers to develop and deliver compelling presentations, product demonstrations, and Business ReviewsAssist in the negotiation and facilitation of contract renewals and maintain high revenue retention rates.Lead proof-of-concept and custom demonstration activitiesIdentify all technical challenges of the customer to assure a complete design and solution customer satisfaction through all stages of the sales process, and act as a strong customer advocate, while maintaining business prioritiesProvide training and produce associated material for customers and other members of the sales teams to educate, support and advance NICE sales.Engage and communicate effectively with senior leaders both internally and externally.Establish area of expertise, and act as source of knowledge between the organization, customer, and the product management, and to identify & support internal teams to remove friction in the customer experience.Maintain a working knowledge of competitive product lines, especially as it relates to technical strengths and weaknesses of the competitor's products and what strategy should develop to counter.Convey specific customer requirements to Product Management teams as well as provide product feedback and work closely with product management to distill marketplace requirements into product enhancements.Required skills and relevant experience include:2+ years of experience in the enterprise software marketplace with technical customer service, call/contact center and/or service delivery.Bachelor’s degree in information technology or business Administration or related field or equivalent work experience required - master’s degree or MBA an advantage.Manage and mitigate risk – Proactively identify risks of customer dissatisfactions and contract reduction or contract termination and developing and executing mitigation strategies as required.Development/computer skills: HTML, SQL, Sys admin, networking, and security.Desired experience with MS PowerBI for creating and maintaining utilization reports.Desired experience with Workforce Manager and Contact Center solutions.Desired experience with Gainsight for Customer Account Tracking.Demonstrated ability to manage time and multiple commitments/projects, independently apply tasks prioritization, meet tight deadlines, craft daily status reports.Ability to learn how analyze complex performance metrics for system and provide strategy and plan for increasing Return on Investment.Exceptional communication and presentations skills.Collaborative team-oriented approach to selling with the ability to develop relationships with the ‘C’ or VP level business users to sell based on business value and influencing on technical issues.Excellent project management skills with the ability to manage multiple, complex sales opportunities simultaneously and when needed propose and facilitate project recovery plans.Inherent self-sufficiency, flexibility, and confidence with a preference for autonomy to take ownership and manage activities & processes to achieve revenue results. Personal Attributes: Persuasive, confident with excellent communication skillsStrong communication, written, and formal presentation/public speaking ability.Passionate and empathetic towards the customer experienceSelf-motivated, pro-active, results-oriented professional with an ability to work with minimal direction.Diligent/detail oriented, very organizedSelf-motivated with strong communication skills and proven experience working with international and geographically dispersed teams.Good inter-personal skills to work well with clients and other team members.Be flexible and adaptable to changes and processes.Be willing to learn the Product and able to help the client setup and configure the program using Product self-service features. We’re relentless. NICE is proud to be an equal opportunity employer. Constantly. And we make an impact.
WFM Solution Engineer
Company: NICE Ltd
Location: Other US Location
Posted Sep 27, 2023
All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law. )Highly direct communication culture that’s a RELIEF to those of us who value straight shootingCommitment to corporate social responsibility and giving back to the community.Results-oriented culture where everyone works hard, but has a life outside work.About NICE NICE&8239;Ltd. (NASDAQ: NICE)&8239;software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences,&8239;fight financial crime&8239;and ensure public safety.&8239;Every day, NICE software manages&8239;more than&8239;120 million customer interactions and monitors&8239;3+&8239;billion financial transactions. Known as an innovation powerhouse that excels in AI, cloud and digital, NICE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries. Highly articulate and able to confidently explain complex models in a clear simplified manner.Strategic thinker with a strong technical aptitude and distinctive passion for seeking technical depth and complete understanding.Collaborative team oriented approach to selling with the ability to develop relationships with the ‘C’ or VP level business users to sell based on business value and influencing on technical issues.Excellent organizational skills with the ability to manage multiple complex sales opportunities simultaneously.Inherent self-sufficiency, flexibility and confidence with a preference for autonomy to take ownership and manage activities and processes to achieve revenue results.Experience in selling enterprise level software is a plus.Knowledge of ACD environments and routing rule concepts.Certified AWS Cloud Practitioner will be required shortly after obtaining this position if not already certified.Some of Our Benefits:Competitive base salary, bonuses, and a deeply ingrained "pay for performance" philosophy.Individual & family health, dental, vision, life and AD&D, STD, LTD, HSA, flex spending account, Employee Assistance Program, etc.Pet insurance, because we know you need to back up your best friend too.Ongoing training and development, and company-paid education assistance.Company-funded 401k contribution.Generous PTO, vacation, personal days, sick days, and time for when you need a little more (parental, bereavement, etc. We’re ambitious. We’re relentless. NICE is proud to be an equal opportunity employer. The Solutions Engineer engages externally with client decision-makers and internally in tight collaboration with other Solution Engineers, Solution Sales Executives, Account Executives and Product Management. Responsibilities:Effectively articulate technology and product positioning to both business and technical audiences, while leading strategic technical initiatives throughout the sales process to demonstrate NICE’s technical advantages.Professionally and independently conduct discovery conversations and needs analysis for technical topics.Navigate the technical sales process with a coordinated focus on solution development through discovery and requirements gathering, personalized demonstrations, validation and documented design.Manage and interpret customer requirements and use targeted questioning skills to understand, anticipate and match NICE customer technical capabilities to the products.Create and deliver compelling, customer centric technical presentations and demonstrations by connecting technical features to customer business capabilities and drivers.Identify challenges of the customer to assure complete customer satisfaction through all stages of the sales process.Collaborate with the sales team and provide a team approach for customer engagements.Respond to functional and technical elements of RFIs/RFPs.Articulate implications of on-premise deployments compared to hosting options.Interact directly with Product Management to understand how the roadmap might fulfill customer needs.Desired Experience:Advanced knowledge of WFM principals and fundamentals.Experience using WFM software (NICE WFM a plus).Ability to manipulate data using common Microsoft tools such as Excel or MS Access to create custom reports for data analysis.Understanding of relational databases such as MSSQL and Oracle.Exceptional communication and presentations skills. And if you’re like us, we can offer you the kind of challenge that will light a fire within you.We are seeking a consultative, collaborative Solutions Engineer for our Workforce Management (WFM) solutions.The WFM Solutions Engineer is the primary technical resource for the field sales force, responsible for actively driving and managing the technology evaluation stage of the sales process up to point-of-sale. Constantly.
Senior Technical Account Manager
Company: NICE
Location: Other US Location
Posted Oct 17, 2023
All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law. )Partnering with other NICE employees and teams (Technical Support, Professional Services, Subject Matter Experts, Product Management, Engineering, etc. Occasional on-call after-hours work may be required as needed by the customerRisk Identification/Risk mitigation skills – ability to identify, capture and mitigate risksAbility to travel 30% of the time, visiting customer sites and attending company meetings.Experience Preferred&8203;Superior in-depth knowledge of NICE products and associated technologies, especially those employed by assigned accountsGlobal Delivery, Implementation and Account managementExperience supporting customer regulatory requirements including but not limited to HIPPA, PCI, SOX, FISMA etc.Industry Certifications such as Lean Six Sigma, ITIL, PMP, TOGAF, Cisco, etc.&8203;About NICE NICE&8239;Ltd. (NASDAQ: NICE)&8239;software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences,&8239;fight financial crime&8239;and ensure public safety.&8239;Every day, NICE software manages&8239;more than&8239;120 million customer interactions and monitors&8239;3+&8239;billion financial transactions. Known as an innovation powerhouse that excels in AI, cloud and digital, NICE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries. The training improves others' effectiveness and efficiencyExpert at turning failing or struggling accounts into successful accounts, and helping others in the team do the sameCan act as a backup for managers or other Enterprise Account Managers/Senior TAMs as neededFollow the company Code of Ethics and NICE policies and procedures at all times.Communicate in an effective and professional way with customers in and outside of NICE.Required Education, Experience, and Specific Job Related Skill:Bachelor's degree (BS) in Business Management or related field or equivalent work experience required.Experience Required:10+ Customer account relationship management experience5+ years proven track record of successful Enterprise Account Relationship Management in either presales or post sales environment including program, project or implementation management.Excellent Communication and Presentation skills with both C-Level and day to day operations stakeholdersTechnical skill-set, with problem resolution skills in Contact Center, Telecommunications, LAN/WAN, Cloud-based Software, Security, etc.Professional judgment and business savvy that is respected by leaders, co-workers, customers and partnersWork in a matrix-reporting environment, where direction and advice is received from several leadersAbility to capture common questions, techniques and best practices in daily workflow, sharing that information by regularly creating and improving high-value knowledgebase contentSelf-Motivated with the ability to prioritize, work well under pressure to meet deadlines, defuse customer issues and concernsWork largely during the customers' core business hours, with occasional extended hours as needed. Help others across the company understand how the customer is using our products, ensuring that we use that understanding to continue to innovate and deliver best in class enterprise-level solutions and servicesExemplify deep knowledge of competitive product lines, differentiators and industry trends through self-education and NICE's resources, and share that knowledge with co-workersCommunicationArrange and conduct regular Service and Technology Reviews with proper customer and NICE stakeholdersDevelop and present compelling customized presentations to assigned accounts that both quantify and qualify product/service usage, realized benefits, achievements, opportunities and next stepsContributes to enterprise-level product strategy and direction by participating with the Product and Practice Specialist team to communicate enhancements and issues to Product Management and EngineeringEnsure that all communication, interactions, assignments, details and actions are clear, effective, timely (within established SLA), and are logged into the CRM systemAppropriately contribute to and take charge of meetings, calls and other discussions to convey ownership, organization, progress and direction. Participation in these activities does not detract from the service, value, and outcomes provided to assigned accountsMentor TAMs at all levels and other peers as appropriate toward increased successFill advanced technical and process training needs, and provide that training to others without prompting or requirement from leadership. This may be required for accounts other than those assigned to youTactfully, confidently and professionally communicate with all stakeholders, especially in emotionally-charged and escalated situations, bringing people together with the common goal of resolving issues and accelerating the customer's successCommunicate and work with customers in a way that builds confidence, de-escalates situations, and helps customers know that their issues and concerns are being properly represented and handled by NICEMake and meet all commitments, building trust with customers and help others to do the sameIdentify opportunities to improve or modify products and services to improve customer effectiveness and experience, and recommend those improvements through proper channels, driving product/services enhancements and developmentEmploy an assertive yet positive attitude in working with others to create standardized and consistent processes and to improve process issues that cause inefficiency, risk, missed targets, and frustrationProvide high-value technical and process training to others based on skills and expertise, which training improves others' effectiveness and efficiencyEngages with Sales on new opportunities to ensure proper communication and coordinationReviews all Statements of work and BRDs to ensure that everyone is aligned and that delivery/timing is achievableLeadership Provide coaching and mentoring to peers and exemplify consistent and high-value participation in knowledge creation and improvementAssist the team by taking ownership of escalations from other accounts in your area of expertise, exemplifying the effective handling of difficult situationsExemplify escalation prevention, resource engagement and communication when escalation occursProvide assistance and leadership in resolving complex issues across teams and throughout the companyDevelop and drive business cases that outline problems, impacts, proposed solutions and outcomes that help NICE improve our performance and successPresent a professional image in communication, conduct, attitude and attireExemplify professionalism and leadership with customers, and helps peers to develop the same level of expertiseProfessionally and tactfully teaches proper process and methods that ensure customer service excellenceLead the way in team goal achievement and set personal goals that increase effectiveness and success of yourself and the teamAdd value to the company by finding, recommending and leading important projects, tasks and initiatives that improve process, methods, tactics and success within the team and across NICE, with little management intervention. Working with the most skilled resources across the company, he/she will help our most strategic and large customers overcome issues that arise, succeed in their business using our technology and services, expand their usage of our products, be a reference to prospective customers, and be a long-term and loyal customer. Major Functions/Responsibilities:Account ManagementPartner with Sales and Sales Engineering during the final stages of the sales process to understand the opportunity, mitigate early identified risks and ensure a successful implementation timeline with aligned NICE resources.Be the assigned enterprise account's single point of contact and function as their professional advocate and relationship manager within NICE, ensuring fulfillment of contract deliverable's, SLA management, ongoing customer education and product enhancementDevelop and maintain an effective and productive relationship with assigned account(s) at all levels within their organization (from front-line contact center management through senior/executive leadership)Clear understanding of the assigned accounts' business goals and directions and drive return on investment with our products and servicesHold regular discussions that balance proactive and reactive work and result in becoming their trusted partner and advisor (report progress on strategic direction, understand their contact center and business, ensure that NICE's solutions meet their needs, assess training needs, share best practices, consistently increase their success, review project status, review and drive resolution of open issues, etc. ), ensure that proper resources are engaged to resolve all technical challenges/issues/cases/requests properly and within SLA targetsResponsible for customer satisfaction, retention and reference ability for all assigned accounts and drives improvements that ensure we do this across our enterprise customer baseProject ManagementWork with Project Managers to ensure that projects mesh well with the overall strategy and are implemented successfullyCoordinate all projects to ensure that they are all synchronized and completed as agreed (some projects will be managed by the Principal Technical Account Manager, however if the project is too big and would distract them from their overall work, they will engage Project Manager to drive the project)TechnicalExcellent triage and advanced troubleshooting skillsDemonstrate superior in-depth knowledge of NICE products and associated technologies, especially those employed by assigned accounts, with subject matter expertise in two or more technical areasExemplary expertise and knowledge in telecommunications, contact center, and related technologiesUtilize a deep understanding of each customer's environment to identify customer needs and implement solutions that will accelerate their success.