NICE

• Take ownership of the customer relationship for key CX customers and become their advocate within CX, engaging before go-live and working closely with customers to ensure their success. • Resolve the most complex problems and provide excellent technical and customer service to specific key accounts, including resolving technically and emotionally challenging and high-stakes issues. • Exemplify an effective and productive relationship with assigned accounts, holding regular discussions to review open issues, understand their contact center and business, ensure CX solutions meet their needs, and become a trusted partner and advisor. • Ensure all technical challenges, issues, cases, and requests are handled properly and within SLA targets by partnering with Technical Support, Professional Services, Product Management, and Engineering. • Be accountable for customer satisfaction, retention, and referenceability for all assigned accounts.

• Serve as the primary technical support partner for a portfolio of enterprise customers • Build trusted relationships with technical and operational stakeholders • Conduct account reviews, identify trends, and proactively address risks • Help customers maximize the value of their NICE investments • Partner closely with Customer Success, Services, Product, and Engineering teams • Troubleshoot advanced issues across NICE CXone and related applications • Investigate routing, telephony, analytics, integrations, APIs, and platform performance • Act as the quarterback for escalations, coordinating SMEs and Engineering teams when necessary • Drive issues to resolution while maintaining exceptional customer communication • Translate technical complexity into clear business outcomes • Utilize AI-driven tools to accelerate investigations and customer insights • Review AI-generated recommendations and apply technical judgment • Provide feedback that helps improve support automation capabilities • Use AI-powered account intelligence to identify opportunities and risks proactively • Help establish best practices for AI-augmented customer support • Share customer feedback directly with Product and AI teams • Help define how emerging AI support capabilities are used at enterprise scale • Contribute to knowledge management and support process innovation • Mentor peers and promote operational excellence

• Serve as a trusted advisor for a portfolio of high-value enterprise customers • Build executive and senior technical stakeholder relationships • Lead strategic support initiatives and account health reviews • Identify operational risks and proactively drive remediation plans • Influence customer adoption, retention, and long-term success. • Own the most complex customer issues across NICE CXone and adjacent technologies. • Lead critical escalations involving integrations, telephony, routing, analytics, APIs, and platform infrastructure. • Drive root-cause analysis and long-term resolution strategies. • Leverage AI-driven insights to scale impact across a broad portfolio. • Mentor senior engineers and emerging technical leaders. • Partner with executives and product leadership on customer-driven priorities.

• Support strategic opportunities across the WEST region (Spain as primary, plus Italy and Portugal). • Partnering with the sales team to plan, prepare and execute on strategic deals within the sales cycle. • Participating in discovery calls and technical deep dives. • Creating and delivering powerful presentations and customized product demonstrations • Design and recommend solutions that meet customer specific needs and business requirements, highlighting the benefits, capabilities and value proposition of NiCE Cognigy. • Discover and analyze customer requirements, understand their pain points, and provide recommendations on how NiCE Cognigy can address these needs. • Collaborating with relevant stakeholders to communicate customer requirements and further enhancements. • Provide technical support to the sales team before and during the sales process, answering technical questions, demonstrating NiCE Cognigy to potential customers, and providing product information. • Stay up-to-date on the competitive landscape and perform technical comparisons between the company's software and other conversational AI products on the market. • Provide internal training to other teams across the company

Role Description The Senior Technical Account Manager is a seasoned account management, program/project management and technical resolution professional who is at the top of their field. They are unified with team members across the company in exceeding customer expectations, improving our processes and technology, and meeting company growth objectives. This key professional is responsible for resolving the most complex problems and providing excellent technical and customer service to one or more named enterprise-level accounts. - Partner with Sales and Sales Engineering during the final stages of the sales process. - Be the assigned enterprise account's single point of contact and function as their professional advocate. - Develop and maintain an effective and productive relationship with assigned account(s) at all levels. - Hold regular discussions that balance proactive and reactive work. - Ensure customer satisfaction, retention and reference ability for all assigned accounts. - Work with Project Managers to ensure that projects mesh well with the overall strategy. - Coordinate all projects to ensure synchronization and completion as agreed. - Demonstrate superior in-depth knowledge of CX products and associated technologies. - Utilize a deep understanding of each customer's environment to identify needs and implement solutions. - Arrange and conduct regular Service and Technology Reviews with proper customer and CX stakeholders. - Develop and present compelling customized presentations to assigned accounts. - Contribute to enterprise-level product strategy and direction. - Provide coaching and mentoring to peers. - Assist the team by taking ownership of escalations from other accounts. - Exemplify professionalism and leadership with customers. Qualifications - Bachelor's degree (BS) in Business Management or related field or equivalent work experience required. - 8+ Customer account relationship management experience. - 5+ years proven track record of successful Enterprise Account Relationship Management. - Excellent Communication and Presentation skills with both C-Level and day-to-day operations stakeholders. - Technical skill-set, with problem resolution skills in Contact Center, Telecommunications, LAN/WAN, Cloud-based Software, Security, etc. - Professional judgment and business savvy that is respected by leaders, co-workers, customers and partners. - Ability to travel 30% of the time, visiting customer sites and attending company meetings. Requirements - Self-Motivated with the ability to prioritize and work well under pressure. - Risk Identification/Risk mitigation skills. - Work largely during the customers' core business hours, with occasional extended hours as needed. - Ability to capture common questions, techniques and best practices in daily workflow. Benefits - Participation in important projects, tasks and initiatives that improve processes. - Mentoring opportunities for TAMs at all levels. - Advanced technical and process training opportunities.

Role Description As part of the Presales team, you will work closely with Sales on discovery calls, technical deep dives, demos, and POCs, acting as a trusted advisor who bridges technology and business value. - Lead discovery and solutioning. - Own discovery calls and technical deep dives to uncover pain points and identify opportunities across NiCE's Customer Service Automation portfolio — including AI-driven Intelligent Virtual Agents, Knowledge Management, Analytics, Intelligent Routing, and Digital Engagement. - Tell compelling stories. - Deliver customized, high-impact demos and presentations that paint a vision of what exceptional customer experience looks like. - Respond to RFIs and RFPs. - Craft creative, differentiated responses that make NiCE stand out. - Drive POVs. - Design and execute proof-of-value that demonstrate real-world value and accelerate deal velocity. - Stay sharp on the competitive landscape. - Continuously track market trends, competitive positioning, and emerging technologies across AI, digital, analytics, and cloud platforms. - Upskill others. - Provide technical expertise and upskill others across adjacent teams, becoming a go-to voice for AI. Qualifications - 7+ years in a solutions engineering, pre-sales, or sales architecture role, engaged in planning and executing complex enterprise software sales. - 7+ years of consulting or customer engagement experience. - 5+ years of contact center experience, with deep familiarity of the CCaaS landscape. - Proven track record delivering best-in-class solutions with strong work examples. Requirements - Strong JavaScript programming and scripting skills. - Hands-on experience with conversational AI, chatbots, virtual agents, or low-code automation platforms. - Familiarity with knowledge management, asynchronous messaging, and omnichannel engagement solutions. - Experience with enterprise SaaS architecture, APIs, and integrations. - Working knowledge of web technologies: HTML, JavaScript, CSS, DOM, and browser developer tools. - Comfortable leveraging AI-assisted coding tools and vibe coding techniques to rapidly prototype and iterate on solutions. Benefits - Join an ever-growing, market disrupting, global company. - Work in a fast-paced, collaborative, and creative environment. - Endless internal career opportunities across multiple roles, disciplines, domains, and locations. - Opportunity to learn and grow every day.

• Define and govern project implementation methodology, quality standards, control / governance and continuous improvement for delivered projects and practices • Full ownership & accountability of projects (Day 1) • Supporting Service’s Director in developing, building and maintaining effective and highly efficient project management team and drive multi-million revenue targets • Oversee several accounts projects from managerial perspective, as well as personally manage projects as individual contributor • Closely working with sales, R&D, Project Managers and cloud teams for the delivery and successful completion of projects and activities • Responsible for customer satisfaction and transaction survey results conducted for project management community • Defining project goals and delivery plans, KPIs for project managers and objectives • Initial point of contact and escalation, directly responsible for the rollout/delivery of products, services and production • Directly responsible for improving and maintaining long-term customer satisfaction goals • Develop and maintain positive and productive long term working relationship with customer’s business and operations managers, as trusted advisor • Work jointly with sales to promote and expand sales of NiCE solutions, as well as value added services such as training and consulting • Provide guidance to other PMs while working with the assigned major account • Identify, drive / executive continuous improvement initiatives that bring us long term positive impact for Major Account Program • Serve as an escalation point for the customer

• Own Integrated Demand Strategy: Develop and execute global or regional integrated campaigns aligned to company priorities including AI, agentic AI, cloud, and industry solutions • Drive Pipeline and Revenue Impact: Own pipeline targets and marketing-sourced and influenced revenue • Lead Integrated Campaign Execution: Orchestrate campaigns across Digital, Field marketing, Content, Lifecycle and nurture programs • Build Scalable Campaign Frameworks: Develop repeatable, scalable frameworks for regional and field teams • AI & Agentic AI Leadership: Lead demand programs for AI and agentic AI solutions • Cross-Functional Leadership: Partner with product marketing, sales, brand & creative, and marketing operations • Data-Driven Optimization: Track and optimize performance across pipeline generation, conversion rates, ROI & campaign efficiency

Role Description The Commercial Account Executive is responsible for identifying new sales opportunities and building market share in their regions. This position is required to increase revenue streams within Enterprise and Commercial contact centers. Candidate must reside in the Tri-State area (NY, NJ, CT). - Responsible for achieving annual sales quota and personally negotiating Enterprise-wide agreements. - Coordinate and lead all sales activities to achieve business goals. - Ensure the proposed sales and solutions capitalize on NiCE CXone Mpower's strengths and can be implemented successfully. - Establish new strategic relationships while maintaining existing relationships and analyzing customers’ business situations to identify constraints and new opportunities due to technological advances. - Develop and maintain high-level relations with ‘C’ levels. - Initiate, support, develop and monitor purchasing agreements between NiCE CXone Mpower and the customer. Qualifications - 5+ years of experience selling multiple software products (portfolio sales) and services into sophisticated accounts in a hunter-type of role. - Minimum of 1-2 years selling AI Software Solutions. - Strong understanding of AI technology & its applications. - Superior relationship and client management skills that effectively build trust and credibly manage/resolve customer escalations. - Collaborative approach to sales that includes working with multiple groups both internally and externally. - Exceptional communication and presentation skills that build confidence and credibility with C and VP-level executives. - Inherent self-sufficiency, flexibility and confidence with a preference for autonomy to take ownership and manage activities & processes to achieve revenue results. Requirements - Experience/knowledge of CCaaS, CX, and Conversational AI solutions. - Experience/knowledge selling a full suite of SaaS products. Benefits - 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! Company Description NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions. - Known as an innovation powerhouse that excels in AI, cloud and digital. - NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries. - NiCE is proud to be an equal opportunity employer.

• Lead complex implementations from pilot to full deployment, ensuring scalable, high-performing AI solutions for enterprise customers. • Configure and build CXone AI solutions, covering NLU, IVR/ACD, ASR, digital channels, and knowledge-driven capabilities. • Develop AI applications (chatbots and voicebots) with a focus on code quality, architectural rigor, and system stability. • Integrate systems seamlessly across CRMs, APIs, and customer ecosystems to create cohesive, end-to-end technical architectures. • Guide successful launches by supporting testing, UAT, go-live readiness, and hypercare with post-deployment optimization. • Solve complex challenges with strong architectural judgment, creative troubleshooting, and a focus on performance. • Collaborate across teams to influence product direction and ensure technical deliverables align with customer requirements. • Enable customers and partners through technical training, configuration workshops, and guidance that builds long-term self-sufficiency. • Create high-impact documentation that clarifies technical concepts and supports the quick resolution of system issues. • Showcase solution value by rapidly assembling functional technical demos that help customers make informed decisions. • Design intuitive AI applications that prioritize user-centric interactions and seamless experiences. • Define user intents, journeys, and decision paths to map out logical and efficient customer interactions. • Create detailed dialog flows, scripts, and interaction models for virtual assistants, ensuring clarity and tone consistency. • Lead conversational design workshops to uncover user needs and align stakeholders on the vision for the experience. • Develop AI assistant personas and multimodal interaction patterns to humanize the interface. • Advise clients on conversational strategies, providing expert guidance on UX best practices and usability standards. • Partner with project managers on solution design and delivery. • Manage lifecycle development, change control, and risk mitigation. • Deliver enablement for partners and customers. • Mentor colleagues on AI configuration and conversational design. • Produce reusable documentation, templates, and guidelines.