NICE Technical Account Manager 

United States 

559671550

How will you make an impact?

• 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
• Develop and maintain an effective and productive relationship with assigned accounts, hold regular discussions to review open issues, understand their contact center and business, know how NICE CX's solutions meet their needs, share best practices, determine ways to increase their success, and become their trusted partner and advisor
• Excellent triage and troubleshooting skills, teaching peers those same skills to improve their success
• Partnering with other NICE CX 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
• Demonstrate superior in depth knowledge of NICE CX products and associated technologies, especially those employed by assigned accounts
• Demonstrate expertise and maintain currency in telecommunications, contact center, and related technologies
• Gain a deep understanding of each customer's environment, identify customer needs, propose solutions that will accelerate their success
• Demonstrate a working knowledge of competitive product lines, differentiators and industry trends through self-education and NICE CX's resources
• Develop and present customized presentations to assigned accounts that both quantify and qualify product/service usage, realized benefits, achievements, opportunities and next steps
• Assist the team by taking ownership of escalations in your area of expertise, exemplifying the effective handling of difficult situations
• Develop and drive business cases that outline problems, impacts, proposed solutions and outcomes that help NICE CX improve our performance and success
• Assist assigned customers in preparation for go-live, and build confidence with them as they begin using our products in a live environment
• Occasional travel (up to 25%) required, visiting customer sites

Have you got what it takes?

• Bachelors Degree in Computer Science, Business Information Systems or similar field or equivalent work experience required
• 6+ 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

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
• 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.