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Customer-facing implementation engineer responsible for configuring and deploying NICE/contact-center solutions, performing technical architecture, database design, integration and occasional programming, leading projects end-to-end, conducting business analysis, and mentoring junior staff to ensure successful client engagements.

Lead consulting engagements to design, implement, and drive adoption of NICE self-service and AI solutions. Consult with clients on processes and AI requirements, map business cases to solutions, manage stakeholder relationships, guide consultant teams, align launch strategies, analyze client data for improvements, and provide product feedback to development teams.

Lead global alliance strategy with major GSIs (Deloitte, Capgemini, PwC, Accenture, KPMG) to drive partner-influenced pipeline for NICE Actimize. Recruit and develop strategic partnerships, evangelize Actimize and agentic AI, build joint business plans, manage influence-tagged pipelines and forecasting, monitor partner performance and competitive activity, and enable regional Partner Sales Managers to execute across AMER, EMEA, and APAC.

Own customer success for assigned cloud accounts to drive retention and expansion. Build strong customer relationships, run success and business reviews, manage renewals and escalations, monitor account health, create dashboards and success plans, identify expansion opportunities, and improve adoption and NPS.

Lead and coach a team of SDRs to generate pipeline and meet quota. Hire, onboard, manage performance, refine targeting with Sales/Marketing, ensure CRM hygiene, report metrics, and enable smooth handoffs to Account Executives.

Manage end-to-end procurement for marketing, services, and facilities: source suppliers, negotiate contracts, handle purchase orders, maintain records, evaluate vendor performance, ensure compliance, and drive cost-saving strategies while collaborating with legal and cross-functional teams.

The CX Outbound Solution Engineer designs and deploys outbound contact center solutions, focusing on operational efficiency and customer engagement. They work with sales to align solutions with customer needs and lead pilot implementations with a strong grasp of outbound regulations and technologies.

Lead engineering teams to deliver cloud-based contact center products: oversee design, development, testing, release scheduling, quality, capacity planning, vendor relationships, processes, metrics, recruitment, and leadership development across the organization.

Serve as AML subject-matter expert for Americas, drive AML sales strategy, grow pipeline and bookings, enable sales with value-based messaging, liaise with product and services teams, and support customers and partners.

Lead product vision and strategy for Agent Copilot, overseeing cross-functional teams to enhance AI-powered customer experience and agent performance.