Customer Service Automation Sales Engineer

So, what’s the role all about?

We are seeking a Customer Service Automation Sales Engineer to join our team to contribute to our presale function success.  The ideal candidate is excited about working in a data-driven environment with strategic, high-growth accounts who has a passion for AI, Digital and Analytics.

How will you make an impact?

• 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. 

What are some of the specific responsibilities?

• Effectively prepare and deliver demonstrations of NICE’s Customer Service Automation solutions across the CCaaS platform focusing on conversational AI, knowledge management, messaging channels and analytics. 
• Evaluate, understand, and document prospect’s infrastructure including CCaaS, Automation, Messaging, and Knowledge solutions. 
• Lead and participate in discovery calls to identify areas of opportunity for NICE solutions 
• Partner closely with our Sales team engaging with prospects and customers and with our engineering, product, and design teams. 
• Be an awesome technologist with lots of business acumen, able to draw out root causes to customer concerns, and apply phenomenal problem-solving skills to solve them 
• Tell compelling stories that are grounded in technology. These aren't just demos; we want you to paint a vision of what truly customer-centric service looks like! 
• Respond to RFIs and RFPs. We have a very special way we do this... you'll see how we make this exciting and creative! 
• Strong business acumen to quickly learn new business processes and understand how technology supports the business in achieving revenue and profit goals. 

Have you got what it takes?

• 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.

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.​

Requisition ID: 
Reporting into: Director, Product Pre-Sales
Role Type: Individual Contributor

What’s in it for you?

Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr!