Senior Partner Success Implementation Engineer

🕒 October 21

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🛠️ Implementation Specialist

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This company has sponsored H1B visas in the past.

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NICE

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1991

☁️ SaaS

🤖 Artificial Intelligence

📡 Telecommunications

SaaS • Artificial Intelligence • Telecommunications

NICE is a leading provider of AI-powered customer service automation solutions, transforming contact centers into world-class customer experience centers. Their CXone Mpower platform offers end-to-end automation of customer service workflows, integrating human and AI agents to deliver efficient and personalized customer interactions. NICE's offerings include AI for customer experience, digital and self-service solutions, workforce engagement and management, and complete cloud-based contact center platforms. They are recognized as a leader in the Contact Center as a Service (CCaaS) industry, providing tools for increased operational efficiency, employee engagement, and enhanced customer satisfaction.

📋 Description

• Deliver expert-level technical guidance, troubleshooting, and platform knowledge to partner customers following readiness • Champion product enhancements and collaborate with internal engineering and product teams • Lead high-visibility or escalated support engagements • Oversee complex technical implementation projects, including advanced configuration, integrations, deployment architecture, and onboarding strategies • Ensure partners understand scalable deployment models, technical best practices, and long-term operational success strategies • Guide handoff from implementation to steady-state support • Serve as a senior liaison to TAM and Partner Success organizations • Assess partner maturity, identify technical gaps, and drive adoption strategies • Communicate product updates, platform changes, and technical insights across partner-facing teams • Create and share technical playbooks, best practices, and lessons learned • Lead knowledge-sharing sessions and mentor Implementation Engineers • Contribute to enablement content, documentation, and training materials • Lead executive business reviews and represent partner technical needs in strategic planning forums

🎯 Requirements

• 5-7 years of experience in implementation engineering, solutions engineering, technical support, or a related technical customer-facing role • Strong expertise diagnosing and resolving complex technical issues across integrations, APIs, configuration, and deployment environments • Exceptional communication skills with the ability to translate highly technical concepts for diverse audiences • Proven ability to lead technical projects, influence stakeholders, and collaborate effectively across cross-functional teams • Ability to travel up to 20% regionally; some international travel may be necessary • Experience partnering with channel or reseller organizations is advantageous • Experience in a global technology or SaaS organization, professional services, or Solution Delivery is advantageous • Deep knowledge of global partner ecosystems or channel/alliances strategy is advantageous • Familiarity with cloud architectures, API ecosystems, or enterprise deployment patterns is advantageous

🏖️ Benefits

• Benefits information is provided via a NICE benefits link • Internal career opportunities across multiple roles, disciplines, domains, and locations • Learning and growth opportunities • Fast-paced, collaborative, and creative work environment

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