דרושים ב-Nice ב-United States, Georgia, Atlanta

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

The Manager, Customer Success Management role is a Player/Coach role responsible for both managing a small portfolio of accounts and leading a team of Customer Success Managers. This is an ideal opportunity for someone looking to step into people management while continuing to contribute directly to customer success.

Leadership, Coaching and Mentoring

• Provide hands on coaching and mentoring to team members on strategies and tactical plans to achieve customer advocacy and trusted advisor status.

• Encourage continuous learning within the team by providing tools and resources that allows the team to grow their skills.

• Coach the team to be long term oriented with customer and constantly looking for opportunities to build loyalty by demonstrating value and bringing resources to bear.

• Advise the assigned team on very specific customer strategies on building loyalty, leading with value, filling while spaces and demonstrating the full use of solutions and services.

• Conduct weekly one on ones with CSM team and contribute/lead weekly team meetings.

• Manage the day-to-day operations, goal setting, performance management, and growth of the team.

Customer Success Manager

• Serving as the primary customer contact and advocate for the post-sales customer journey for identified accounts

• Building and executing an account specific relationship framework (executive sponsor, technical and operational leadership), inclusive of regularly scheduled status calls, quarterly business reviews, roadmap reviews and account planning sessions.

• Running regular, proactive meetings and other communications with each client. Keeps meticulous records, and is accountable for internal and external follow-through (leveraging resources and associated teams at NiCE)

• Accountable for driving customer adoption of Evidencentral as measured by consumption of services according to contracted amount, usage rates, and NPS/CSAT

• Driving customer adoption and consumption by educating customer on how to internally promote the use of Evidencentral, identifying and prioritizing critical use cases and applying critical features, driving expansion, then monitoring consumption usage

• Connecting the value realized by customers to the vision they embraced when NiCE solutions were selected through initial workshop/consulting engagements

• Leveraging internal subject matter experts to help customers optimize their investment, ensure program objectives are being met and measure the value of the solution to their organizations.

• Identifying blockers for adoption and consumption and finds solutions by collaborating with clients and cross-functional Public Safety and Justice teams.

• Actively farms existing account base to identify upsell and cross-sell opportunities.

• Providing valuable account information and insight to sales team to fuel the sales engine, and to help refine go-to-market approach, thus influencing both upsales and new sales.

• Leading the renewal and expansion of subscription services for assigned accounts, works with sales through NiCE’s admin process

Have you got what it takes?

• Bachelor’s degree required

• 2+ years’ experience in account/client relationship management.

• 2-4 years of proven leadership experience, ideally in a team lead, supervisory, or management role, with a demonstrated ability to guide, develop, and support high-performing teams.

• User application training experience is desirable

• Operational process re-engineering experience is desirable

• Excellent organizational and multi-tasking skills, ability to remain calm under pressure and ‘think on one’s feet’

• Exceptional interpersonal, listening, written and verbal communication skills are a must.

• Exceptional presentation skills and ability to create organized and thoughtful presentations

• Ability to learn about technology solutions and be able to teach and inspire others on how to use the solution and get value from the solutions

• Ability to lead and motivate, develop clear and creative solutions and manage multiple initiatives simultaneously.

• Comfortable dealing with complex customer relationships, decision processes and competing agendas.

• Proven track record of successfully building and nurturing client relationships.

• Superior critical thinking, decision making and problem-solving skills.

• Ability to travel up to 25% within the US

Manager

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

Pipeline Management & Bookings Forecasting

• Own the end-to-end management of the sales pipeline for vertical markets, ensuring data integrity, visibility, and actionable insights.
• Collaborate closely with Sales Leadership and Revenue Operations to produce accurate weekly, monthly, and quarterly bookings forecasts.
• Proactively identify gaps, risks, and opportunities in the pipeline; recommend strategic actions to meet or exceed targets.
• Develop and maintain robust forecasting models that integrate sales trends, market dynamics, and seasonal behavior.

Strategic Data Analytics & Performance Metrics

• Design and lead analytical initiatives that uncover performance trends, customer behaviors, and market opportunities.
• Create and maintain dashboards, scorecards, and KPIs that align with vertical goals and executive reporting requirements.
• Conduct deep-dive analyses to inform strategic decisions, such as segmentation effectiveness, win/loss rates, and product adoption patterns.
• Partner with the Business Intelligence team to automate data flows and ensure reliable, scalable reporting.

Commercial Finance Partnership

• Work cross-functionally with the Finance team to develop business cases, evaluate deal structures, and guide commercial decision-making.
• Drive alignment between bookings forecasts and financial plans, including revenue recognition and margin optimization.
• Support planning cycles (annual, quarterly) with financial modeling, budget tracking, and scenario analysis.
• Provide financial insights to Sales and GTM teams to inform investment prioritization and incentive design.

Strategy Development & Execution

• Partner with Vertical Market Leaders to define strategic priorities, growth initiatives, and operational plans.
• Lead execution of strategic projects, such as market expansion, cross-sell initiatives, or AI-driven solution rollouts.
• Conduct competitive benchmarking and market analysis to support go-to-market strategies and vertical differentiation.
• Monitor progress against strategic objectives and provide regular performance updates to executive stakeholders.

Operational Efficiency & Process Optimization

• Identify and implement process improvements across pipeline management, forecasting, reporting, and deal execution.
• Standardize and document business processes to ensure consistency, scalability, and compliance across vertical operations.
• Collaborate with Sales Operations, Product, and Customer Success teams to streamline end-to-end customer engagement workflows.
• Introduce tools and best practices that improve productivity and collaboration across cross-functional teams.

Leadership, Communication & Cross-Functional Alignment

• Act as a trusted advisor and operational leader to Vertical GMs and Sales Leaders, helping translate strategic goals into operational actions.
• Foster collaboration across departments, ensuring alignment between Sales, Marketing, Product, and Finance on key initiatives.
• Prepare and deliver executive-level presentations, business reviews, and strategic recommendations.
• Serve as a role model for independence, assertiveness, and a proactive mindset in driving business results.

You will have an advantage if you also have:

• Strategy & Operational Excellence:
  
• Pipeline & Forecast Management:
  Oversee and optimize the end-to-end sales pipeline process for vertical markets; drive accurate and timely bookings projections in collaboration with Sales, Marketing, and Finance.
• Data Analytics & Insights:
  Serve as trusted operational partner to the leadership team and lead data analysis efforts to identify trends, forecast growth, and provide actionable insights and recommendations; develop dashboards and performance metrics that support vertical strategy execution.
• Commercial Finance Partnership:
  Collaborate with Finance to model deal economics, monitor margins, and guide pricing decisions; support annual planning and with financial rigor
• Process Improvement:
  Identify and implement operational improvements to enhance scalability, efficiency, and data integrity across vertical market activities. Monitor projects progress against objectives, and ensure timely delivery of outcomes.
• Stakeholder Communication:
  Deliver clear, concise updates and recommendations to senior leadership; facilitate alignment across Sales, Product, Marketing, and Finance functions.

Have you got what it takes?

• 5+ years of experience in business operations, strategy, commercial finance, or related roles—ideally within enterprise software, SaaS, or tech companies.
• Proven ability to manage pipeline, forecast bookings, and translate complex data into strategic decisions.
• Strong analytical mindset with proficiency in Excel, Salesforce, BI tools, and data visualization platforms (e.g., Tableau, Power BI).
• Excellent communication skills, with the ability to influence cross-functional teams and executive stakeholders.
• Highly independent and proactive; assertive in driving outcomes and solving problems.
• Experience working in fast-paced, dynamic environments with evolving priorities.
• Bachelor's degree in Business, Finance, Economics, or related field; MBA or advanced degree is a plus.

LiveVox is a leading provider of enterprise cloud contact center solutions, managing 14+ billion interactions annually. With 15+ years of pure cloud expertise, we empower effective channel of choice engagement strategies. Our risk mitigation and security capabilities help our clients adapt to changing business environments. Supported by over 525 employees globally, we are headquartered in San Francisco with additional country headquarter offices in Bangalore and Colombia. To learn more, visit LiveVox.com.

WHAT YOU'LL BE DOING:

We are seeking a highly motivated and experienced Professional Services IT Engagement Manager to join our team. As an Engagement Manager, you will be responsible for leading and managing complex projects for our clients and internal stakeholders, ensuring that they are delivered on time, within budget, and to the required quality standards. You will work closely with our clients, engineering teams, and cross-functional stakeholders to define project scope, timelines, and budgets, and you will be responsible for ensuring that all project deliverables are met.

WHAT YOU'LL BE RESPONSIBLE FOR:

· Lead and manage strategic projects from start to finish, including scope definition, planning, execution, and delivery independently

· Communicating effectively with clients and internal stakeholders to understand their business needs and objectives, and ensure that project deliverables align with those goals

· Define project scope, timelines, and budgets, and work with cross-functional teams to ensure that all project deliverables are met independently

· Monitor project progress, identify and mitigate risks, and escalate issues as needed

· Communicate project status and progress to clients and internal stakeholders and problem solve through barriers and challenges independently

· Manage project resources and team members, including assigning tasks, setting expectations, and providing guidance and support as needed

· Identify opportunities for process improvements and recommend solutions to optimize project delivery

Required Education and Experience

· Minimum of 3 years of experience in professional services engagement management, with experience leading and delivering complex software implementation projects

· Strong understanding of software development and customer implementation life cycle and agile methodologies

· Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams and clients

· Proven track of managing complex projects and delivering on-time, on-budget, and on-scope.

· Ability to manage multiple projects and priorities in a fast-paced environment

· Experience managing cross-functional teams.

Preferred Experience

· PMP certification

· Experience working in a CCAAS or cloud-based environment

· Experience with Asana, JIRA or similar project management tools

· Experience with data analysis and reporting tools such as Excel or Tableau

WHY LIVEVOX

Key Responsibilities:

• Ensuring Operability: The Lead Cloud Transformation Engineer is responsible for the overall operability of the CXone Mpower Engagement Hub voice network.
• SBC & SIP Infrastructure Management: A key responsibility is ensuring the Session Border Controller (SBC) and Session Initiation Protocol (SIP) infrastructure functions properly, reliably, and efficiently.
• Customer Provisioning & Maintenance: This role ensures customer traffic and services are provisioned and maintained effectively.
• Troubleshooting: The engineer will troubleshoot application and SIP networking issues.
• Network Growth Management: This includes installing new customers and handling escalations from other teams to manage the expansion of the Engagement Hub network.
• Process Streamlining: To ensure scalability, the Lead Cloud Transformation Engineer will streamline current processes, specifically leveraging AudioCodes SBCs.
• Collaboration: The role involves working independently and as part of a global team, demonstrating strong customer skills, and delivering quality results in a dynamic environment.

Required Skills and Expertise:

• Understanding of Cloud Platforms: Proficiency with deploying Audiocodes SBCs and OVOCs in AWS.
• Networking and Security Expertise: Strong knowledge of networking concepts (DNS, TCP/IP, HTTP) and implementing security policies and compliance standards.
• Troubleshooting & Problem Solving: Strong troubleshooting skills to diagnose and resolve complex network and application issues.
• Communication & Collaboration: Excellent communication skills to interact effectively with internal teams and external customers.

Preferred Requirements:

• 6+ years of experience working within application or software support.
• 4+ years of experience working within public or private cloud environments.
• 4+ years of experience working in a production Windows based environment.
• 6+ years communicating in English in a technical field.
• Can effectively troubleshoot supported applications effectively.
• Can work on complex issues which may span multiple applications or environments.
• Experience working with call center infrastructure

The Lead Cloud Transformation Engineer plays a crucial role in maintaining and scaling a critical part of the CXone Mpower Engagement Hub's communication infrastructure, requiring a blend of technical depth, operational efficiency, and strong interpersonal skills.