Product Pre-Sales Engineer, CX

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🔥 7 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🔴 Lead

🔍 Pre-sales Engineer

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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

• You will obsess over enabling our customers to create solutions working backwards from our customers’ business challenges. • You will define technical solution strategies that fit their strategic objectives using NiCE’s Customer Service Automation portfolio focused on AI Driven Intelligent Virtual Agents, Knowledge Management, Analytics, Models, Intelligent Routing and Digital Engagement solutions. • You will interface with sales, engineering, and product stakeholders to incubate and jointly build highly innovative and forward-thinking solutions. • You should have a multi-faceted background to succeed in this position including an understanding of the CCaaS space emphasizing our analytic and digital self-service solutions powered by AI. • This is a technical sales position and requires a solid technical background of omnichannel virtual agents, customer & agent self-service solutions, analytics, and web programming skills. • As part of this role, you’ll be one of the Digital & Analytics domain experts at NiCE. Your job will be to become a trusted advisor to both business leaders and IT executives. • Your primary function is to augment and enhance the customer self-service experience in voice and digital channels for new and existing NiCE customers. • You will help support our Sales team by utilizing your deep product knowledge and technical expertise to demonstrate how companies can use and deploy our customer service automation solutions, realize business value, and deliver exceptional results.

🎯 Requirements

• Bachelor's degree in a related technology field. MBA Preferred. • At least 7+ years of experience in hands-on practical technical experience in (solutions engineering, solution/ sales architecture, and/or data) that was engaged in planning, executing, and managing of complex software sales. • 7+ years of consulting or customer engagement experience • 5+ years of contact center experience • Successful track record in best-of-class solutions with a portfolio of strong work examples • Analytically minded with strong interpersonal, presentation, project management, problem solving, and communication skills • Strong multi-tasking skills with the ability to adapt to shifting priorities, demands, and timelines between multiple technologies and tools across various clients • Knowledge of chatbot, automation, and/or conversational AI solutions. • Familiarity with knowledge management, asynchronous messaging, and analytics solutions • Experience with Enterprise SaaS applications, architecture, APIs and integrations • Understanding of web technologies including HTML, JavaScript, CSS, DOM, browser developer tools, etc. • Ability to manage deliverables across multiple projects and meet tight deadlines. • Build internal relationships within CX sales and other areas to evangelize the Customer Service Automation solutions. • Maintain knowledge of modern technologies across AI, Digital, Analytics, Telephony and Cloud platforms.

🏖️ Benefits

• Health insurance • Professional development opportunities