Associate Partner Experience Specialist jobs at Nice in Philippines, Manila

So, what’s the role all about?

• Lead the Field Readiness program and its related activities: field requirements and feature impact, documentation, training and operational tools readiness, certification, manage in-house Alpha site, close monitoring and reporting of first solution deployments.
• Improve product Serviceability and Supportability capabilities by proactively collect field feedback, identify and prioritize required product Serviceability requirements, drive Products Serviceability and Supportability scope and roadmap, track and communicate ROI and efficiency, ensure field ability to handle deployments and support the product.
• Serve as Subject Matter Expert (SME):mtechnical advisor for knowledge transfer, Expert Testing, participation in first product deployments, track the maturity of products, work with Product and R&D
• Having comprehensive 360 degrees view on the product, allow transparency and effective ongoing communication between Services, Support, and Product House.

How will you make an impact?

• Project & program management methodology skills: Highly organized, process oriented approach, ability to plan ahead, closely manage timelines and deliverables, advance and ensure success for multi-tasking activities
• Excellent management, interpersonal, presentation and communication skills, both written and verbal, including effective public presentation to senior management and other audiences.
• Proven Ability to influence without authority, ability to work effectively in a matrix and undefined environment.
• Self-motivated to strive for professional excellence in all aspects of work.
• Team Player, Assertive, responsible and reliable
• Analytics skills, detail- and resolution driven.

Have you got what it takes?

• B.Sc in Industrial Engineering/Computer science or equivalent
• Minimum 5 years proven experience working as a Project Manager/Program Manager
• Deep Technical orientation with the ability to understand complex cloud platforms.
• Background and understanding of Service & Support organization processes and needs.
• Experience with Product Serviceability.
• Strong understating of SDLC
• Experience and exposure to NiCE Products - advantage
• Development background – advantage
• Minimum 3 years' experience in a global corporate organization
• Fluency in English language

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.​

Director, Service Enablement
Individual Contributor

The primary purpose of the Customer Experience Manager is to ensure that major corporate initiatives are organized, structured, defined, and delivered within specified time frames. The position requires interfacing with multiple departments, creating, and/or translating business requirements into the technical specifications necessary for the development resources to scope and deliver for any system or functional delivery. This position plays a key role in organization, tracking, and reporting defined project measurements and to analyze delivery and process metrics. The end result is keeping team members focused and on track to deliver results as specified by senior management.

How will you make an impact?

• Support, develop, and organize required delivery elements, via requirement documentation, process flows, user stories, as well as identifying capital and resource requirements for small and medium IT projects.
• Creating cost/benefit analyses in support of corporate projects, while providing methods for management to assess the financial impact of a decision to the bottom line.
• Work with business units to define and document project scope, requirements, timelines, and expectations and to report potential conflicts with other units to management for evaluation.
• Identify project priority conflicts and report any issues affecting overall project delivery.
• Create as-is process maps and identify process improvements.
• Drive process automation and simplification projects
• Determine reasonable performance metrics, service levels and operating levels.
• Work as a business analyst to identify key functional elements and requirements, as well as developing processes and procedures for reporting to management the results of implemented projects for evaluation.
• Work as a key interface point for business stakeholders, project submitters, and the development team to identify, discuss, and resolve any issues related to functional system delivery.
• Communicate project status to stake holders and executives.
• Create Visio and network diagrams.

Have you got what it takes?

• Bachelor’s degree in business management, Information Systems a similar field, or equivalent work experience required
• 3+ years of experience in business analysis and/or project management
• Experience in Customer Experiential Design
• Excellent customer service and people skills
• Experience using MS Project, and Visio
• Data analysis and interpretation
• Excellent problem solving skills.
• Ability to meet deadlines.
• Effectively communicate and have interpersonal skills.
• Ability to manage multiple projects at one time.
• Ability to work with and to interpret technical information to non-technical individuals​.

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.

This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.​

Individual Contributor

Key Responsibilities

• Partner Management : Serve as the primary point of contact for assigned partners, acting as their advocate within NICE. Develop and maintain strong relationships across all organizational levels, from front-line managers to executive leadership.
• Have a clear understanding of the assigned partners' business/support model and ensure alignment is done to ensure success is seen by all parties
• Ensure fulfillment of contract deliverables, SLA management, ongoing partner education and product enhancement, driving CSAT with the partners and their end-user customers.
• Work with NICE CX Sales Support Team to play a role in smooth customer implementations by providing SI Partners assistance as directed and provide appropriate feedback to the greater sales team post turn up.
• Hold regular discussions that balance proactive and reactive work and result in becoming their trusted partner and advisor (report progress on strategic direction, understand their business model, ensure that NICE CX's solutions meet their partners' needs, assess training needs, share best practices, increase their success, review project status, review and drive resolution of open issues, etc.)
• Monitor billing practices, conduct audits, issue credits or adjustments as necessary, review invoices and ensure alignment with partner agreements
• Be an expert at turning failing or struggling partners accounts into successful accounts, and helping others in the team do the same

• Communication : Communicate and work with partners in a manner that builds confidence, de-escalates situations, and assures partners that their issues and concerns are being properly represented
• Keep partners informed about product updates, release notes, and other relevant information. Conduct regular service and technology reviews to assess performance and identify areas for improvement.
• Keep partners up to date with information pertaining to their business, where applicable (Release Dates, CRs, KIs, etc.)
• Develop and present compelling customized presentations to assigned partners that both quantify and qualify product/service usage, realized benefits, achievements, opportunities and next steps
• Lead meetings and other discussions with partners and their customers to convey ownership, organization, progress, and direction. Act as a communication bridge between partners and internal teams to provide updates during significant events. This may involve partners beyond the assigned ones.
• Ensure that all communication, interactions, assignments, details and actions are clear, effective, timely (within established SLA/OLA), and are logged
• Program & Project Management: Ensure the successful implementation and delivery of partner projects.
• Oversee end-to-end implementation and service delivery across multiple concurrent partner projects by communicating to internal teams project status updates for tracking purposes
• Act as the escalation point for partner delivery risks, customer complaints, and internal bottlenecks.
• Actively contribute to the development and refinement of partner programs, tooling, and enablement assets.

• Technical Advisory & Enablement : Provide insights into NICE’s product suite, assist with technical configurations, and offer training to partners to enhance their understanding and utilization of the technology.

• Utilize a deep understanding of each partner's environment to identify partner needs and implement solutions that will accelerate their success while helping others across the company understand how the partner is using our products
• Provide Level 2 support and technical guidance on NICE’s product suite and integrations (CRMs, telephony, ACD, WFM/QM, Analytics, Advanced Digital, IVA, Voice Bio,etc).
• Partner with other NICE CX employees and teams (Technical Support, Professional Services, Subject Matter Experts, Product Management, Engineering, Technical Account Managers, etc.), to ensure that proper resources are engaged to resolve all technical
• Exemplify escalation prevention, resource engagement and lead communication in inter-department collaboration when an escalation occurs
• Lead partner training and certification onboarding programs.

Experience Requirements:

• 5+ years account relationship management experience
• 3+ 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 stakeholders
• Technical skillset, with problem resolution skills in Contact Center
• Professional judgment and business savvy that is respected by leaders, co-workers, customers and partners
• Ability to capture common questions, techniques and best practices in daily workflow, sharing that information by regularly creating and improving high-value knowledgebase content
• Self-motivated with the ability to prioritize, work well under pressure to meet deadlines, defuse customer and/or partner issues and concerns
• Work largely during the partners' core business hours, with occasional extended hours as needed. Occasional on-call after-hours work may be required as needed by the customer
• Risk Identification/Risk mitigation skills – ability to identify, capture and mitigate risks

Experience Preferred:

• In-depth knowledge of NICE CX products and associated technologies, especially those employed by assigned accounts

Director, Technical Support
Individual Contributor

As a
Professional Services Engineer (PSPM),you’ll be the strategic lead and trusted advisor for our Resell and Independent Certified Implementation Partners (ICIPs). This role blends relationship management, technical expertise, and project/program leadership to drive long-term partner success and accelerate business outcomes for both partners and their customers.

You’ll own end-to-end delivery oversight, provide proactive support, and ensure partners are equipped to deliver world-class implementations of NICE’s solutions. From technical troubleshooting to strategic alignment, you’ll be the single point of accountability for assigned partners’ growth and satisfaction.

Partner Management & Success

• Serve as the primary point of contact and advocate for assigned partners.
• Build and maintain strong executive-level relationships to influence success at all organizational levels.
• Lead regular strategic and operational meetings: status updates, QBRs, roadmap alignment, and performance reviews.
• Ensure fulfillment of contractual commitments, SLA adherence, and partner enablement across NICE solutions.
• Proactively identify growth opportunities and areas for improvement in partner delivery performance.

Program & Project Leadership

• Oversee end-to-end implementation and service delivery across multiple concurrent partner projects.
• Collaborate cross-functionally with Sales, Product, Engineering, Customer Care, and Technical Support to resolve issues.
• Act as the escalation point for partner delivery risks, customer complaints, and internal bottlenecks.
• Ensure accurate forecasting and tracking of partner implementations using NICE systems and tools.

Technical Advisory & Enablement

• Provide Level 2 support and technical guidance on NICE’s product suite and integrations (CRMs, telephony, ACD, WFM/QM, Analytics, Advanced Digital, IVA, Voice Bio,etc).
• Lead partner training and certification onboarding programs.
• Assist in architecture design, configuration, and troubleshooting efforts.
• Drive best practices through implementation audits, walkthroughs, and hands-on support.
• Monitor partner billing accuracy, identify variances, and manage credit issuance and contract alignment.

Advocacy & Continuous Improvement

• Actively contribute to the development and refinement of partner programs, tooling, and enablement assets.
• Lead internal discussions to influence product evolution based on partner feedback and real-world use cases.
• Engage in risk mitigation efforts and serve as a partner escalation prevention expert.
• Create and maintain knowledge-sharing materials for internal and partner education.

What You Bring

• 6+ years in partner management, customer success, or project/program management roles.
• Deep knowledge of contact center technologies , enterprise SaaS, or CX platforms.
• Experience with both technical product support and strategic relationship building .
• Proven success managing high-volume, complex projects and partner portfolios.
• Strong communication and presentation skills — comfortable engaging both technical teams and executive stakeholders.
• Demonstrated ability to drive process improvements and build scalable partner programs.
• Proficiency in interpreting contracts, billing details, and delivering accurate forecasts.

Preferred Qualifications

• Bachelor’s degree in Business, Technology, or related field (MBA is a plus).
• In-depth knowledge of NICE CXone and related products.
• Background in professional services, solution architecture, or contact center operations.
• Experience with PSA, Salesforce, or similar systems.

Why Join NICE?

• Work with innovative, market-leading CX technology.
• Collaborate with some of the most strategic partners in the industry.
• Shape the future of NICE’s partner program with direct impact and visibility.
• Competitive compensation, benefits, and opportunities for advancement.

How will you make an impact?

• Responsibilities involve providing consultative support for NICE solutions to various clients, including both public and private sector organizations with diverse information management and contact center setups.
• Technical tasks include configuring, programming, and modeling processes, data, and objects across different application and database environments.
• Database design, development, and maintenance are part of the role, alongside providing leadership in technical architecture and staying updated on contact center technologies.
• In project management, tasks include overseeing system development lifecycles, creating project cost estimates and proposals, conducting risk analyses, and managing change control processes.
• Business-related duties encompass conducting business analysis, assessing user needs, designing business systems, and preparing cost/benefit analyses and business cases for major projects.
• Maintaining a professional demeanor and appearance is important, along with contributing to the development of client information management standards and evaluating technology trends.
• Supervisory responsibilities involve overseeing junior staff or subcontracted personnel during project execution.

Have you got what it takes?

• Bachelor's degree in technical or business field or equivalent work experience required.
• 3-5+ years of professional experience beyond educational requirements.
• Experience varies by specialization:
  • Implementation: Technology and analysis skills with strong communication abilities.
  • Business Optimization: Deep expertise in call center operations and KPIs.
  • Education & Enablement: Confident public speaking and training experience.
  • Engineering Services: Specialized technical skills in software engineering and integration.
• Desired personal traits: Analytical, inquisitive, team-oriented, friendly demeanor, early adopter.

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.

This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.​

How will you make an impact?

• Technical Implementation:
• Configure, program, and develop NICE CXone solutions, including AI, NLU, ACD, IVR, ASR, and CRM integrations.
• Lead the design and development of multiple AI and bot applications, ensuring alignment with customer requirements and industry best practices.
• Optimize and maintain multiple AI bots, including both generative and legacy models.
• Implement and enhance AI-driven services such as knowledge assistant engines and conversational intelligence.
• Project Management:
• Collaborate with project managers to design and oversee end-to-end project rollouts.
• Manage system lifecycle development, change control processes, and risk analysis for enterprise solutions.
• Ensure seamless project execution through inter-departmental coordination and clear communication.
• Business Consulting:
• Provide subject matter expertise on NICE CXone digital products and AI solutions during client consultations.
• Conduct business analysis to assess user needs, design tailored solutions and provide industry guidance.
• Promote the use of AI tools to enhance decision-making and operational efficiency across business units.
• Leadership and Mentorship:
• Mentor and lead project teams, sharing expertise and fostering a collaborative environment.
• Develop documentation and processes for emerging digital products from R&D teams.

Have you got what it takes?

• Bachelor’s degree in technical (e.g., Computer Science, Information Systems, Electrical Engineering) or business field (e.g., Marketing, MIS) or equivalent work experience.
• 5+ years of professional experience, with 1+ years in digital channels or AI/Bot software applications preferred.
• Proven expertise in:
• Technical configuration and programming of AI and contact center technologies.
• CRM integrations, APIs, and other ecosystem technologies.
• Best practices for contact center operations and KPIs.
• Familiarity with:
• Generative AI models, NLU techniques, and automation principles.
• Industry trends and emerging technologies in AI and digital customer engagement.
• Desired personal traits:
• Analytical and inquisitive mindset.
• Team-oriented with strong interpersonal skills.
• Early adopter of innovative technologies.
• Strong sense of accountability and ownership.
• Professional communication, behavior and demeanor.

Tech Manager
Individual Contributor