Lead critical and escalated support engagements to ensure timely resolution, drive root-cause analysis, and deliver optimal platform performance.
Implementation Leadership
Oversee a portfolio of complex technical implementation projects for partner customers, including advanced configuration, integrations, deployment architecture, and onboarding strategies.
Ensure partners understand scalable deployment models, technical best practices, and long-term operational success strategies, and enforce implementation standards.
Guide handoff from implementation to steady-state support by defining readiness criteria and ensuring smooth transition for partners and internal teams.
Cross-Functional Collaboration
Serve as a liaison to TAM and Partner Success organizations, ensuring deep technical alignment across partner and customer support motions.
Collaborate with Partner Success Managers to assess partner maturity, identify technical gaps, and build scalable adoption plans.
Communicate product updates, platform changes, and technical insights across partner-facing teams, influencing roadmap alignment and broader operational excellence.
Knowledge Sharing & Best Practices
Create and share standardized best practices, technical playbooks, and lessons learned across partner accounts.
Lead internal knowledge-sharing sessions, coach Implementation Engineers, and elevate the technical capabilities of the Partner Success organization.
Contribute to enablement strategy, documentation, and training material to enhance partner readiness and technical proficiency.
Lead executive business reviews and represent partner technical needs in strategic planning forums.
Have you got what it takes?
7+ years of experience in implementation engineering, solutions engineering, technical support, or a related technical customer facing role.
Strong expertise in diagnosing and resolving complex technical issues across integrations, APIs, configuration, and deployment environments, including driving systemic fixes.
Exceptional communication skills with the ability to translate highly technical concepts for diverse audiences, including executive stakeholders.
Proven ability to lead technical projects, influence stakeholders, and collaborate effectively across cross-functional teams, often without direct authority.
Ability to travel up to 20% regional travel; some international travel may be necessary to meet with partners, attend business reviews, and support regional initiatives.
You will have an advantage if you also have
Experience partnering with channel or reseller organizations
Experience in a global technology or SaaS organization. Professional services, or Solution Delivery
Deep knowledge of global partner ecosystems or channel/alliances strategy.
Familiarity with cloud architectures, API ecosystems, or enterprise deployment patterns.
What’s in it for you?
Learn more about the Benefits at NICE (Link which we will land up on benefits section
Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr!
Enjoy NICE-FLEX!
At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.
- Requisition ID: 11655
- Reporting into: Director, Partner Success
- Role Type: Individual Contributor
#LI-Remote
About NiCE
NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ 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.
NiCE is proud to be an equal opportunity employer. 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.
