Technical Training Developer 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?

• Exemplify subject matter expertise in two or more technical areas
• Exemplify expertise and maintain currency in telecommunications, contact center, and related technologies

Have you got what it takes?

• 10 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

You will have an advantage if you also have:

• Extensive software, telecommunications and IP Telephony
• Desired personal profile: analytical, inquisitive, service & 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?

• 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

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?

• Exemplify subject matter expertise in two or more technical areas
• Exemplify expertise and maintain currency in telecommunications, contact center, and related technologies

Have you got what it takes?

• 10 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

You will have an advantage if you also have:

• Extensive software, telecommunications and IP Telephony
• Desired personal profile: analytical, inquisitive, service & 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.​

As a Scripting Technical Account Manager, you will craft natural, helpful, and action-oriented SMS conversations using our proprietary AI scripting platform. Your work will directly shape how our customers interact with AI agents that represent their brand and voice across industries such as lending, real estate, insurance, and home services.

You’ll play a critical role in defining and maintaining the tone, flow, and personality of AI-powered conversations, ensuring they drive engagement, qualify leads, and deliver value to end users. You’ll collaborate closely with Engineering, Concierge Operations, Customer Success, Account Management, and customers to continuously optimize, test, and refine scripted content.

How will you make an impact?

• Design and script intelligent, courteous, and efficient SMS conversations that drive measurable customer outcomes (e.g., booking appointments, qualifying leads).
• Use our internal scripting tool to build, edit, and optimize conversation flows for specific verticals and customer use cases.
• Partner with Customer Success Managers and customers to understand goals and tailor scripts accordingly—ensuring tone, style, and outcomes align with customer needs.
• Collaborate with client teams—including executives, marketing, sales, and engineering—to align conversation strategies with business goals and brand voice.
• Optimize flows based on success metrics (e.g., conversion rates, drop-off points).
• Translate customer, concierge, and CSM feedback into clear script changes that improve the user experience.
• Assist in training internal teams on how to navigate, edit, and understand conversation design decisions.
• Build and maintain a scalable, categorized library of script templates and reusable conversation modules for each supported industry.
• Champion conversation design best practices internally, including tone guidelines, personalization techniques, and ethical considerations.
• Collaborate cross-functionally with Engineering on scripting system improvements and experience optimization.
• Conduct pre- and post-launch QA to ensure flows are logical, on-brand, and error-free—spotting broken logic, dead ends, and optimization opportunities.
• Use metrics such as response rates, drop-off points, and conversion data to guide ongoing iteration and improvement of conversation flows.
• Edit or configure campaign scripts in JSON as needed for deployment.

Have you got what it takes?

• 2+ years of experience in conversation design, UX design/writing, marketing, or a related field.
• Bachelor’s degree in English, Linguistics, Psychology, Human-Computer Interaction, or a related field.
• Demonstrated experience writing in different tones of voice across brands and industries.
• Strong verbal and written communication skills, with an emphasis on clarity, brevity, and brand alignment.
• Experience working with conversational platforms (e.g., ChatGPT and other AI assistants).
• Ability to work at a fast pace with a high cadence—adaptable to changing priorities and customer needs.
• Detail-oriented, organized, and self-motivated, with strong project ownership.
• Familiarity with JSON, dialogue trees, or logic-based scripting formats.
• Comfortable engaging across internal and external teams, including engineering, customer success, sales, and leadership.

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

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