Partner Success Implementation Engineer

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🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 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

• Provide technical guidance, troubleshooting, and product expertise to partner customers following readiness • Advocate for product enhancements, escalating partner needs and collaborating with internal teams • Deliver responsive, high-quality support to help partners resolve issues and maintain platform performance • Provide hands-on technical implementation support, including configuration, integrations, deployment, and onboarding • Ensure partners understand setup, customization, and long-term scalability best practices • Support transition from implementation to steady-state support • Liaise with the Technical Account Management organization • Collaborate with Partner Success Managers to understand partner goals and technical requirements • Communicate technical updates, product changes, and insights across partner-facing teams • Share best practices, technical lessons learned, and insights across partner accounts • Contribute to documentation, training materials, and enablement content • Participate in internal knowledge-sharing sessions

🎯 Requirements

• 3–5 years of experience in implementation engineering, solutions engineering, technical support, or a related technical customer-facing role • Strong troubleshooting skills for diagnosing complex technical issues • Experience with system integrations, APIs, configuration, or deployment workflows • Excellent communication skills and ability to translate technical concepts for non-technical stakeholders • 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 is advantageous • Deep knowledge of global partner ecosystems or channel/alliances strategy is advantageous