Lead Partner Success Implementation Engineer

🕒 May 19

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🛠️ Implementation Specialist

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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, prioritizing complex partner needs and collaborating with internal engineering and product teams. • Lead critical and escalated support engagements to ensure timely resolution, drive root-cause analysis, and deliver optimal platform performance. • Oversee a portfolio of complex technical implementation projects for partner customers, including advanced configuration, integrations, deployment architecture, and onboarding strategies. • Ensure partners understand scalable deployment models, technical best practices, and long-term operational success strategies, and enforce implementation standards. • Guide handoff from implementation to steady-state support by defining readiness criteria and ensuring smooth transition for partners and internal teams. • Serve as a liaison to TAM and Partner Success organizations, ensuring deep technical alignment across partner and customer support motions. • Collaborate with Partner Success Managers to assess partner maturity, identify technical gaps, and build scalable adoption plans. • Communicate product updates, platform changes, and technical insights across partner-facing teams, influencing roadmap alignment and broader operational excellence. • Create and share standardized best practices, technical playbooks, and lessons learned across partner accounts. • Lead internal knowledge-sharing sessions, coach Implementation Engineers, and elevate the technical capabilities of the Partner Success organization. • Contribute to enablement strategy, documentation, and training material to enhance partner readiness and technical proficiency. • Lead executive business reviews and represent partner technical needs in strategic planning forums.

🎯 Requirements

• 7+ years of experience in implementation engineering, solutions engineering, technical support, or a related technical customer facing role. • Strong expertise in diagnosing and resolving complex technical issues across integrations, APIs, configuration, and deployment environments, including driving systemic fixes. • Exceptional communication skills with the ability to translate highly technical concepts for diverse audiences, including executive stakeholders. • Proven ability to lead technical projects, influence stakeholders, and collaborate effectively across cross-functional teams, often without direct authority. • Ability to travel up to 20% regional travel; some international travel may be necessary to meet with partners, attend business reviews, and support regional initiatives.

🏖️ Benefits

• NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work each week.