Senior Professional Services Engineer Actimize jobs at Nice

You will play a crucial role by providing strategic technical guidance for the continuous monitoring and improvement in the Digital Evidence Management Transformation as well as providing technical best practices.

How will you make an impact?

• Translate customers’ technical business goals into long-term strategies that leverage NiCE’s
• Understand NiCE’s full solution and 3rdparty integrations for designated accounts
• Facilitate problem resolution across NiCE internal teams, driving actions, communication and RCA/Best Practices
• Establish relationships and effectively communicate with key members of Customer’s technical team including management personnel.
• Identify technical barriers to product adoption and partner with appropriate NiCE and Customer teams to optimize the customer experience and success.
• Develop, implement and maintain standard practices for designated accounts aligned with the Global TAM operating model.
• Oversee transition phase from implementation to ongoing customer support and maintenance. (documentation and report review, completed project sign-off, documented acceptance, updated internal sites with hand off materials)- Ensure post implementation adoption and success.
• Communicate and advocate customer’s technical requirements and concerns to product management team R&D and other internal stakeholders
• Lead Root Cause/Best Practice sessions with Customers and internally as required
• As a 24x7x365 organization, on-call responsibilities may be required as well as occasional travel to customer sites.

Have you got what it takes?

• Minimum of 3 years of proven experience in a customer facing technical role, preferably in SaaS or cloud services.
• Outstanding communication skills, capable of engaging both technical and non-technical stakeholders.
• Ability to support large, complex agencies.
• Strong ability to use facts and data to influence decisions.
• A service-oriented mindset with a customer-first
• Ability to prioritize and make appropriate decisions.
• Proven ability to meet deadlines and maintain quality standards.
• Ability to interact effectively with all levels of management and customers.
• Ability to work with minimal guidance or supervision in a time-critical environment.
• Ability to be flexible and quickly adapt to changing business needs and processes.
• Capable of creating. Interpreting, and acting oni reports, including summarizing detailed technical content for technical and non-technical audiences
• Experience with scripting in Linqpad, Powershell or similar
• Experience with basic querying of databases (Microsoft SQL) and Elastic Search
• Experience in data migration and/or transformation
• Knowledge of Entra ID single-sign-on, Windows and Azure server and client technology
• Knowledge in cloud platforms (AWS, Azure, GCP, APIs, and networking
• Ability to obtain security clearances (CJIS).
• Bachelors degree or Masters Degree is preferred

You will have an advantage if you also have:

• Experience/knowledge of CCaaS, CX, and Conversational Ai solutions.
• Experience/knowledge of the public safety sector.

Reporting into:Director, Value Realization ServicesRole Type:Individual Contributor

How will you make an impact?

• Overall responsibility throughout the project lifecycle including Initiation, Data Acquisition, Configuration, Data Validation, UAT, Tuning and Deployment phases.
• Manage all project tasks including schedules, budgets, and resources, to ensure that quality solutions are delivered within time and cost constraints.
• Establish relationships and effectively communicate with key members of client team including business users and management personnel.
• Prepare project status reports and presentations to keep management, customers and others informed of the project status and issues.
• Develop, implement and maintain standard practices for client implementations aligned with the Essentials TAM operating model
• Communicate and advocate customer requirements and concerns to product management team, R&D and other internal stakeholders
• Create & manage project plans. Define project schedules, allocate resources and monitor progress.
• Get involved in project at high level for functional and technical aspects.
• Co-ordination of multiple projects amongst different internal teams and stake holders.
• Align project objectives with company goals, and make sure project team is clear on objective
• May require some travel to client sites – approximately 10%

Have you got what it takes?

• Possess excellent organizational and communication skills.
• Strong ability to use facts and data to influence decisions
• Ability to prioritize and make appropriate decisions.
• Proven ability to meet deadlines and maintain quality standards.
• Excellent problem-solving skills, strong customer service and interpersonal skills, plus a demonstrated ability to work with a diverse group of associates.
• Ability to interact effectively with all levels of management and customers.
• Ability to work with minimal guidance or supervision in a time critical environment.
• Ability to be flexible and quickly adapt to changing business needs and processes.
• 5+ years of experience in service delivery environment and project management.
• BS Degree in computer science, engineering or work equivalence.

You will have an advantage if you also have:

• Experience/knowledge of Actimize solutions.

About Actimize

PS Manager
Individual Contributor

Financial Responsibilities:

• Ensure proper billing practices forNiCECX's technology partners; follow invoicing protocols based on contractual agreements
• Conduct periodic deep-dive audits (invoice/contracts)
• Engage necessary resource teams to fix any systemic problems (i.e. IT/Billing)
• Issue credits and/or adjustments to invoices as appropriate
• Check if any of the customer's product variances fluctuate high or low in billing
• Keep up to date on partner agreements and their customer contracts

Partner Management

• Be the assigned Partner's single point of contact and function as their professional advocate and relationship manager withinNiCECX, ensuring fulfillment of contract deliverables, SLA management, ongoing partner education and product enhancement
• Develop and maintain an effective and productive relationship with assigned partner(s) at all levels within their organization (from front-line contact center management through senior/executive leadership)
• Work withNiCECX 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.
• Have a clear understanding of the assigned partners' business/support model and ensuring alignment is done to ensure success is seen by all parties
• 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 thatNiCECX's solutions meet their partners' needs, assess training needs, share best practices, consistently increase their success, review project status, review and drive resolution of open issues, etc.)
• Partner with otherNiCECX 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 challenges/issues/cases/requests properly and within SLA targets
• Responsible for partner satisfaction for all assigned partners and drive improvements that ensure we do this across our entire partner base
• Put in any partner related enhancements or IT requests
• Work with PSA to ensure that opportunities for the partners' customers are being processed
• Partner education on products, Arranging calls with product owners. Make sure the partner has the most up-to-date product information
• Check partner billing before invoices are released
• Point of contact forNiCECX employees for partner questions or direction
• Provide high-value technical and process training to others based on skills and expertise, which training improves others' effectiveness and efficiency
• Be actively involved in developing, administering and responding to partner and partner customer's satisfaction surveys on a regular basis.
• Employ an assertive yet positive attitude in working with others to create and improve standardized and consistent processes and to prevent inefficiency, risk, missed targets, and frustration
• Exemplify escalation prevention, resource engagement and communication when escalation occurs
• Professionally and tactfully teach proper processes and methods that ensure partner service excellence
• Be expert at turning failing or struggling partners accounts into successful accounts, and helping others in the team do the same
• Follow the company Code of Ethics andNiCECX policies and procedures at all times
• Communicate in an effective and professional way with partners in and outside ofNiCECX

• Be able to speak to the capabilities of theNiCECX Product Suite
• Assist with technical product configuration
• Assist with process, data and object modeling in various application
• Provide technical architecture leadership, analysis, design, development and enhancement
• Maintain expertise and currency in industry leading contact center technologies
• Exemplary expertise and knowledge in telecommunications, contact center, and related technologies
• Utilize a deep understanding of each partner's environment to identify partner needs and implement solutions that will accelerate their success
• Help others across the company understand how the partner is using our products, ensure that we use that understanding to continue to innovate and deliver best in class enterprise-level solutions and services
• Exemplify knowledge of competitive product lines, differentiators and industry trends through self-education andNiCECX's resources, and share that knowledge with co-workers
• Provide trainings/walk thru for the partner on tools within Central or other applications

Communication

• Keep partner up to date with information pertaining to their business, where applicable (Release Dates, CRs, KIs, etc.)
• Provide partner(s) with Word Version of release notes – 30 days in advance (or if specified different on the partner contract)
• Arrange and conduct regular Service and Technology Reviews with proper partner andNiCECX stakeholders
• Develop and present compelling customized presentations to assigned partners that both quantify and qualify product/service usage, realized benefits, achievements, opportunities and next steps
• Contribute 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 Engineering
• Ensure that all communication, interactions, assignments, details and actions are clear, effective, timely (within established SLA/OLA), and are logged
• Appropriately contribute to and take charge of meetings, calls and other discussions to convey ownership, organization, progress and direction. This may be required for partners other than those assigned to incumbent
• Tactfully, confidently and professionally communicate with all stakeholders, especially in escalated situations, bringing people together with the common goal of resolving issues and accelerating the partner's success
• Communicate and work with partners in a way that builds confidence, de-escalates situations, and helps partners know that their issues and concerns are being properly represented and handled byNiCECX
• Make and meet all commitments, building trust with partners and help others to do the same
• Engages with Sales on new opportunities to ensure proper communication, coordination, and billing
• Upon request, work with internal teams to open and provide updates on a communication bridge with the partner(s) during the time of an "Event"
• Required Education, Experience, and Specific Job Related Skills

Education Requirement:

• ​Bachelor's degree (BS) in Business Management or related field or equivalent work experience required

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
• Ability to travel approximately 30% of the time, visiting partner sites and attending company meetings

Experience Preferred:

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

As a Software Development Engineer, a Typical Day Might Include the Following:

• Work as a member of an agile team to enhance and improve software written in Java and Python
• Design and present projects to improve current process and overall platform
• Code and test projects according to team SDLC processes and best practices
• Deliver high-quality software on time
• Attend meetings and training as required.
• Work with engineers, architects, and product management for the successful completion of project work
• Follow established department procedures, policies, and processes.
• Follow the company Code of Ethics and NICE policies and procedures at all times.

To Land This Gig You'll Need:

• An undergraduate degree in Computer Science or related major course of study
• 2+ years prior experience developing cloud-native services in a production environment
• Experience with coding languages such as Java and Python

• Experience with source control systems, build tools and frameworks (GIT, Gradle, Maven, CMake, Jenkins)
• Scripting experience (Python, Shell, Bash)
• Experience with AWS ECS, Kinesis, Dynamo DB, Redis, and others

• A strong desire to build additional experience in innovative public cloud technologies
• Demonstrated abilities as a fast learner with good problem solving and communication skills, who can work independently on engineering tasks and with others.
• Ability to solve challenging problems
• Ability to learn independently and from others
• Ability to communicate effectively in English with team members and peers abroad

Bonus Experience:

• Experience with NLP or experience with machine learning tools and techniques
• Experience with Analytics, Big Data or Business Intelligence
• Experience coding in C# or C++

How will you make an impact?

• Work largely during the customers' core business hours, with occasional extended hours as needed
• Occasional on-call after-hours work may be required as needed by the customer
• As their account management professional, be the assigned accounts' single point of contact to our company, and engage resources across several teams as needed to resolve their issues and requests
• Multi-year track record of excellence in customer satisfaction and loyalty, resolving technically and emotionally challenging and high-stakes issues, and navigating enterprise-level challenges through to successful outcomes
• Professional judgment and business savvy are respected by co-workers, customers and partners
• Exemplify an effective and productive relationship with assigned accounts, hold regular discussions to review open issues, understand their contact center and business, ensure that CXone's solutions meet their needs, share best practices, consistently increase their success, and become their trusted partner and advisor
• Partnering with other CXone employees and teams (technical support, professional services, product management, engineering, etc.), ensure that all technical challenges and other issues/cases/requests are being handled properly, are within SLA targets, and are progressing toward resolution. This includes assisting with issues for other TAMs
• Demonstrate superior in depth knowledge of CXone products and associated technologies, especially those employed by assigned accounts
• Utilize a deep understanding of each customer's environment to identify customer needs and implement solutions that will accelerate their success
• Exemplify deep knowledge of competitive product lines, differentiators and industry trends through self-education and CXone's resources, and teach others
• Develop and present compelling customized presentations to assigned accounts that both quantify and qualify product/service usage, realized benefits, achievements, opportunities and next steps
• Provide training to accounts to ensure that they get the most out of their CXone investment
• Capture common questions, techniques and best practices in daily workflow, sharing that information by regularly creating and improving knowledgebase content
• Contribute high-value knowledgebase content that enables the success of employees across CXone, partners, and enterprise-level customers operating in complex and large contact center environments
• Provide coaching to peers and exemplify consistent and high-value participation in knowledge creation and improvement
• Contributes to product strategy and direction by participating with the Product and Practice Specialist team to communicate enhancements and issues to Product Management and Engineering
• Ensure that all communication, interactions, assignments, details and actions are clear, effective, timely (within established SLA), and are logged into the CRM system
• Lead assigned customers in preparation for go-live, and build confidence with them as they begin using our products in a live environment
• to assigned accounts
• Mentor TAMs at all levels and other peers as appropriate toward increased success
• Provide high-value technical and process training to others based on skills and expertise, which training improves others' effectiveness and efficiency
• Fill advanced technical and process training needs, and provide that training to others without prompting or requirement from leadership. The training improves others' effectiveness and efficiency
• Expert at turning failing or struggling accounts into successful accounts, and helping others in the team do the same
• Manage and document certain CXone technical projects with each assigned account to ensure that they are successful
• Can act as a backup for managers or other Senior TAMs as needed
• Occasional travel (up to 25%) required, visiting customer sites and attending company meetings

Have you got what it takes?

• ​Bachelors Degree in Computer Science, Business Information Systems or similar field or equivalent work experience required
• 8+ years in a Technical/Service role in software, telecommunications or in customer service, call/contact center and/or service delivery
• Demonstrated technical problem solving proficiency
• Excellent analytical and advanced troubleshooting skills with end-users/customers
• Excellent customer service and communication skills, both verbal and written
• Ability to multitask and work well in a fast-paced environment
• Proficient in Microsoft Office applications
• Able to work with little supervision and complete projects
• Working technical knowledge of contact center software/design/functionality
• Demonstrated experience in a fast paced environment and meeting customer time constraints
• Implementation: broad skills in both technology & analysis; experience in communicating at a technical and functional level while managing business rapport.
• Business Optimization: deep skills around business analysis/call centers; experience in the KPIs and best practices of call centers and their operations
• Education & Enablement: professional and confident public presence; experience in commanding large audiences as a trainer and/or speaker
• Engineering Services: deep skills in specialized technical & functional areas; deeply technical expertise around software engineering, programming languages, integration, and/or databases

You will have an advantage if you also have:

• ​TCP/IP networking knowledge and VoIP technology exposure
• Comprehensive knowledge of TCP/IP, telecom circuits from DS0 through OC-48
• Understanding of network topology and telecommunications architecture (PBX, Carriers and VoIP)
• Understanding of basic scripting fundamentals
• Solid understanding of TCP/IP and internet fundamentals
• Extensive software, telecommunications and IP Telephony
• Experience using SIP signaling
• Competent in database and SQL concepts and scripting
• Desired personal profile: analytical, inquisitive, service & team-oriented, friendly demeanor, early adopter

How will you make an impact?

• Deliver demonstrations that align the NiCE portfolio with the customer’s business challenges
• Identify all functional and technical challenges of assigned accounts
• Manage and interpret customer requirements and use astute questioning skills to understand, anticipate and exceed customer needs.
• Influence and educate clients that NiCE’s solution will best satisfy their needs in terms of ease of use, quality, benefit, and value.
• Lead in all technical aspects of the sales process.
• Assist with the definition and execution of successful proof of concepts (POC), where appropriate.
• Actively contribute to a team approach with account executives and overlay teams.
• Able to promptly respond to functional and technical elements of RFIs/RFPs

Have you got what it takes?

• 5+ years of experience supporting multiple software products (portfolio sales) and services into sophisticated accounts
• Exceptional presentation and demo capabilities
• Experience customizing and building the storyboard for demos and POC
• Demonstrated success in achieving strategic deal wins
• Ability to manage multiple, complex sales opportunities simultaneously
• Ability to communicate from C-level executives down to Agent/Front Line level employees

You will have an advantage if you also have:

• Experience/knowledge of Unified Communications, E-Comms Archiving, Capture recording for Teams, UC and Trade floors, Trade and Communications Surveillance
• Experience/knowledge selling a full suite of SaaS products.
• Certifications or knowledge of cloud technologies (AWS, Azure)

Manager of Pre-Sales
Individual Contributor

As Backend Software Engineer, you will play a key role in building and enhancing robust backend systems that support critical business applications for Fraud Prevention and Anti-money Laundering. The ideal candidate is experienced, self-driven, and has a strong grasp of modern backend technologies.

How will you make an impact?

• Design, develop, and maintain backend services and APIs
• Collaborate with frontend developers, product managers, and other stakeholders to build scalable solutions
• Ensure high-quality code through testing, code reviews, and adherence to best practices
• Optimize application performance and troubleshoot issues
• Participate in an agile development environment, attending daily stand-ups and contributing to sprint planning

Have you got what it takes?

• Bachelor’s degree or higher in Computer Science or related field
• 2+ years of experience in backend development
• Strong Proficiency in Java, Python and object oriented programming
• Strong proficiency of relational databases (MySQL, PostgreSQL, etc.)
• Experience developing and consuming RESTful APIs
• Familiarity with message queues such as Kafka or RabbitMQ
• Proven ability to work in an agile development environment
• Experience with CI/CD pipelines and tools like Jenkins, Docker, or Kubernetes
• Experience using AWS cloud infrastructure

You will have an advantage if you also have:

• Experience developing LLM-based applications
• Familiarity with vector databases (such as pgvector, ChromaDB etc)
• Experience with Github Copilot

Manager, Engineering, Actimize
Individual Contributor