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The Technical Customer Success Manager supports CSMs by providing technical expertise for enterprise customers in conversational AI solutions, focusing on best practices and troubleshooting.

Serve as a technical trusted advisor for key accounts: resolve complex technical issues, optimize customers' use of NiCE contact-center products, build strategic relationships, deliver training and presentations, identify product improvements from client feedback, and drive expansion and long-term retention.

Lead global revenue recognition and strategy across SaaS, services, and perpetual licenses. Ensure ASC 606 compliance, govern SSP, manage revenue systems and SOX controls, drive forecasting and KPIs, advise Sales/Legal on deal structuring, standardize processes, and build a high-performing global revenue team.

Lead presales technical discovery, demos, POCs and solution design for customer service automation and conversational AI. Craft RFI/RFP responses, drive proofs-of-value, track competitive landscape, and upskill teams to accelerate enterprise deals.

Lead customer-facing implementations of AI-driven chatbots, voicebots, and multimodal assistants on the NICE CXone/Cognigy platform. Configure NLU/ASR/IVR, integrate CRMs and APIs, design conversational flows and personas, run workshops, support UAT and go-live, produce documentation and demos, mentor team members, and optimize post-deployment performance.

Lead and build a quality engineering organization that owns automation, performance, and AI-driven quality. Define AI quality strategy, deploy LLM-powered test generation, architect scalable test frameworks, embed shift-left testing in CI/CD, run enterprise-scale performance validation, set KPIs/SLAs, and hire and mentor engineering and architect-level talent while partnering with Product and SRE.

Lead and build a quality engineering organization that embeds AI-driven testing and automation across the SDLC. Own automation strategy, performance engineering, LLM-powered test tooling, observability integrations, KPIs/SLAs, and hire/mentor senior engineering and architect talent while partnering with Product and SRE.

Lead Japan Agentic Sales and Presales teams to sell advanced digital and AI solutions (conversational AI, IVA, knowledge management) with or alongside CXone. Develop territory plans, drive revenue growth, recruit and manage team, identify opportunities, collaborate cross-functionally, analyze market trends, and report sales performance.

As a Sales Development Representative, you'll generate new business opportunities, target strategic accounts, and collaborate with Account Executives through prospecting activities and sales interactions, aimed at exceeding quotas while preparing for future promotions.