Role Description After key customers have purchased and are implementing our products, the Technical Account Management (TAM) team takes ownership of the customer relationship and becomes their advocate within NiCE. The Technical Account Manager (TAM) begins to engage with the customer before they go live on the contact center platform, and works closely with the customer from that point forward to ensure their success. Our TAMs are seasoned account management and technical resolution professionals who are at the top of their field and are unified in exceeding customer expectations, improving our processes and technology, and meeting company growth objectives. The TAM is a deeply experienced and expert account management professional, responsible for resolving the most complex problems and providing excellent technical and customer service to specific key accounts. The TAM will help customers overcome issues that arise, succeed in their business using our technology and services, expand their usage of our products, be a reference to prospective customers, and be a long-term and loyal customer. The accounts assigned are generally our largest, most complex and challenging customers. How will you make an impact? - Take ownership of the customer relationship for key CX customers and become their advocate within NiCE, 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. Qualifications - 8+ years in a Technical/Service role in software, telecommunications or in customer service, call/contact center and/or service delivery. - Demonstrated technical problem solving proficiency. - Excellent analytical and advanced troubleshooting skills with end-users/customers. - Working technical knowledge of contact center software/design/functionality. - Implementation: broad skills in both technology & analysis; experience in communicating at a technical and functional level while managing business rapport. Requirements - TCP/IP networking knowledge and VoIP technology exposure. - Comprehensive knowledge of TCP/IP, telecom circuits from DS0 through OC-48. - Understanding of network topology and telecommunications architecture (PBX, Carriers and VoIP). - Understanding of basic scripting fundamentals. - Solid understanding of TCP/IP and internet fundamentals. - Extensive software, telecommunications and IP Telephony. - Experience using SIP signaling. - Competent in database and SQL concepts and scripting. 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!

About AllShore Talent AllShore Talent is a leading remote staffing company that connects businesses with top-tier professionals working 100% remotely worldwide. The company specializes in IT and software development, design, administrative support, digital marketing, and other business functions, helping organizations scale their teams with highly skilled global talent. About The Role We are looking for a Senior Talkdesk Administrator to manage, optimize, and troubleshoot our Talkdesk environment, with a strong focus on its integration with HubSpot. This role is critical in ensuring seamless communication workflows, accurate data synchronization, and overall system reliability for our customer-facing teams. What You’ll Be Doing - Manage and maintain Talkdesk configurations, integrations, and system performance - Troubleshoot Talkdesk ↔ HubSpot integration issues, including OAuth authorization failures and token management - Ensure accurate call logging, data syncing, and activity tracking between systems - Diagnose and resolve issues with call recordings not attaching or syncing properly - Support and stabilize embedded dialer functionality and resolve WebRTC/browser-related issues - Fix click-to-call inconsistencies and ensure proper calling provider configurations - Identify and prevent duplicate activities caused by workflows or system conflicts - Monitor system health, API limits, and retry behaviors to ensure platform stability - Collaborate with internal teams to optimize workflows and improve overall efficiency What We’re Looking For - Proven experience administering Talkdesk in a production environment - Strong experience working with HubSpot integrations and APIs - Solid understanding of OAuth, webhooks, and system integrations - Experience troubleshooting VoIP/WebRTC and browser-based dialers (Chrome/Edge) - Strong problem-solving skills with the ability to work independently - Excellent attention to detail and system debugging capabilities Nice to Have - Experience with CRM workflow automation and optimization in HubSpot - Familiarity with API rate limits, retry logic, and integration monitoring - Experience working in fast-paced, remote environments Project Scope - Immediate focus on stabilizing and optimizing the Talkdesk ↔ HubSpot integration - Ongoing responsibility for maintaining system performance and scaling improvements - Opportunity to expand into broader contact center and CRM optimization initiatives Engagement Flexibilty We’re open to different types of engagement depending on availability and fit. This could look like a consultant supporting us on a weekly basis, providing both strategic guidance and hands-on troubleshooting, or someone more embedded with the team in a full-time capacity, taking ownership of stabilizing and optimizing the integration end-to-end.

Role Description We are seeking a Service Delivery Manager (SDM) for our Managed Services (MS) team within the Enterprise Output Management (EOM) group. This team hosts and manages our EOM products on behalf of our customers. You will provide support to our managed services customers located throughout the world. As a member of the EOM Managed Services Team, you will support new and existing customers by using your skills and experience in a number of areas, including: - Complex Output Management deployments – LRS software touches a variety of IT areas including VDI and other infrastructure components, critical applications like SAP, Oracle, EMR, In-House, and secure printing rollouts. - Attend regular meetings with the clients. - Be the point person for onboarding new MS clients (after vigorous training). - Work with the Global Managed Services PM, Regional PM’s and MS Technicians and SE staff coordinating onboarding activities, go lives, etc. - Be responsible for reporting on SLA’s using ServiceNow and other tools. - Be the first contact for escalating any concerns from the customer. - Be an additional contact point during SEV1 issues. - Inform and advise LRS Sales staff on anything at the account that is useful for them to understand. - Assist the sales organization and WW PM’s with MS quotes and questions. - Be a “Utility Player” in Managed Services that can assist with other MS related activities as they arrive. - Provide assistance to the sales team and coordinate the completing of responses to customer requests for proposals or information related to our software products. Additional duties include: - Create and execute work plans within Teamwork, updating the plan as required to manage resources and project tasks. - Manage the project to maintain project scope, budget and timeline. - Create, review and manage project deliverables. - Identify and develop plans to mitigate risks. - Manage project team resources, provide direction and support the project team. - Effectively communicate with local and remote team resources as well as client resources. - Facilitate requirements gathering sessions. - Provide bi-weekly project status reports to your management denoting project statistics, progress and issues or risks using Teamwork. You will be based in the US in an LRS office or remote for the right candidate. You can expect to travel approximately 5% of the time. Both internal employees and external candidates are being considered for this position. As a Services Delivery Manager, you are eligible for overtime, though it is not required very often. Qualifications - Understanding of Windows based EOM products (high level functionality, use case, not at SE level). - 8+ years’ experience in Project Management roles. - Previous experience in a managed services role with ITIL certification. - Ability to work well under constantly changing requirements with LRS staff. - Some availability outside of normal business hours is possible. - Experience understanding complex technical concepts and explaining them using simple terminology. - Experience writing business communications (letters, emails, formal proposals, etc.) and documenting business requirements. - Experience making presentations to a live audience. - Permanent authorization to work in the USA for any employer. No visa sponsorships are available. Requirements - Understand the EOM product/services line: Within one month after attending the EOM Sales Basic Training, have a general understanding of the EOM products and be able to demonstrate that knowledge to your manager. - Within 3 months become proficient with the primary applications used by the MS team, including Teamwork, ServiceNow and Dynamics. - Understand EOM Managed Services: Within three months, demonstrate an understanding of the Managed Services offering. - Within six months, be capable of servicing clients on your own. - Maintain records: Record all customer contacts and activities in the current CRM (Microsoft Dynamics) system. Success Keys You need to be a professional who is comfortable and competent when interacting with customers and internal technical and sales professionals. The key to your success is your ability to utilize your skills to provide regular reporting on key metrics to clients, escalating high priority issues as they arise and identifying opportunities for expanded use of LRS products. Compensation The compensation range is $105,000 - $135,000. This position is eligible for overtime and represents the high and low range.

Affirm is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without any hidden fees or compounding interest. Do you love being in the middle of it all? Are you as excited to tackle technical problems as you are to build critical client relationships? As a Senior Technical Account Manager you will be responsible for the technical success of our largest merchants post-sale. You will advise their developers, product teams, and key business partners throughout the entire customer lifecycle. You will be responsible for implementing our products into merchants’ existing architecture and you will continue to work with them as they scale. You will help them not only to avoid pitfalls, but to take advantage of more of Affirm’s offerings; solving business objectives with technical strategies and product optimizations. Technical Account Managers are a part of the Engineering Team and work closely with Affirm’s Product, Operations, Customer Success and Merchant Help teams. What You’ll Do - Lead the technical relationships for a named set of merchants within a vertical or category; you will be responsible for building the trust of your technical counterparts while also fostering long-term relationships with all merchant partners - Manage and provide technical guidance for new merchant integrations, reducing your merchants' risk by actively working with them to identify problematic technical approaches and driving new feature and product adoption with retail partners, including betas and pilots - Support clients through their lifetime as Affirm partners; quickly resolve critical technical issues for your accounts; quarterback multi-departmental efforts to resolve complicated issues in a timely manner - Provide early feedback to engineering and product teams while iterating on new products - Identify areas to improve operational efficiencies and onboard our merchants more quickly What We Look For - 5+ years experience as a TAM, Solutions Engineer, or other customer facing technical role where you owned key developer relationships - Comfortable reading code in at least two programming languages - Exceptional communication skills, with a deep command of the written word (please submit a cover letter when applying - we actually read them!) - Confidence and fluency when discussing technical concepts with developers - Validated ability to lead important client relationships - Strong project management skills, capable of influencing internal and external partners to stay on schedule - Bachelor’s degree with a record of pushing yourself academically or equivalent practical experience Nice To Have: - Degree in a technical major (Computer Science, Mathematics, Engineering, etc.) or bootcamp grad - Familiarity with the payments ecosystem - Familiarity with web/mobile application architecture - Comfortable writing code in at least one language Do you love being in the middle of it all? Are you as excited to tackle technical problems as you are to build critical client relationships? As a Senior Technical Account Manager you will be responsible for the technical success of our largest merchants post-sale. You will advise their developers, product teams, and key business partners throughout the entire customer lifecycle. You will be responsible for implementing our products into merchants’ existing architecture and you will continue to work with them as they scale. You will help them not only to avoid pitfalls, but to take advantage of more of Affirm’s offerings; solving business objectives with technical strategies and product optimizations. Technical Account Managers are a part of the Engineering Team and work closely with Affirm’s Product, Operations, Customer Success and Merchant Help teams. What You’ll Do - Lead the technical relationships for a named set of merchants within a vertical or category; you will be responsible for building the trust of your technical counterparts while also fostering long-term relationships with all merchant partners - Manage and provide technical guidance for new merchant integrations, reducing your merchants' risk by actively working with them to identify problematic technical approaches and driving new feature and product adoption with retail partners, including betas and pilots - Support clients through their lifetime as Affirm partners; quickly resolve critical technical issues for your accounts; quarterback multi-departmental efforts to resolve complicated issues in a timely manner - Provide early feedback to engineering and product teams while iterating on new products - Identify areas to improve operational efficiencies and onboard our merchants more quickly What We Look For - 5+ years experience as a TAM, Solutions Engineer, or other customer facing technical role where you owned key developer relationships - Comfortable reading code in at least two programming languages - Exceptional communication skills, with a deep command of the written word (please submit a cover letter when applying - we actually read them!) - Confidence and fluency when discussing technical concepts with developers - Validated ability to lead important client relationships - Strong project management skills, capable of influencing internal and external partners to stay on schedule - Bachelor’s degree with a record of pushing yourself academically or equivalent practical experience Nice To Have: - Degree in a technical major (Computer Science, Mathematics, Engineering, etc.) or bootcamp grad - Familiarity with the payments ecosystem - Familiarity with web/mobile application architecture - Comfortable writing code in at least one language Pay Grade - L Equity Grade - 6 Employees new to Affirm typically come in at the start of the pay range. Affirm focuses on providing a simple and transparent pay structure which is based on a variety of factors, including location, experience and job-related skills. Base pay is part of a total compensation package that may include equity rewards, monthly stipends for health, wellness and tech spending, and benefits (including 100% subsidized medical coverage, dental and vision for you and your dependents.) USA base pay range (CA, WA, NY, NJ, CT) per year: $160,000 - $210,000 USA base pay range (all other U.S. states) per year: $142,000 - $192,000 #LI-Remote Affirm is proud to be a remote-first company! The majority of our roles are remote and you can work almost anywhere within the country of employment. Affirmers in proximal roles have the flexibility to work remotely, but will occasionally be required to work out of their assigned Affirm office. A limited number of roles remain office-based due to the nature of their job responsibilities. We’re extremely proud to offer competitive benefits that are anchored to our core value of people come first. Some key highlights of our benefits package include: - Health care coverage - Affirm covers all premiums for all levels of coverage for you and your dependents - Flexible Spending Wallets - generous stipends for spending on Technology, Food, various Lifestyle needs, and family forming expenses - Time off - competitive vacation and holiday schedules allowing you to take time off to rest and recharge - ESPP - An employee stock purchase plan enabling you to buy shares of Affirm at a discount We believe It’s On Us to provide an inclusive interview experience for all, including people with disabilities. We are happy to provide reasonable accommodations to candidates in need of individualized support during the hiring process. [For U.S. positions that could be performed in Los Angeles or San Francisco] Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles Fair Chance Initiative for Hiring Ordinance, Affirm will consider for employment qualified applicants with arrest and conviction records. By clicking "Submit Application," you acknowledge that you have read Affirm's Global Candidate Privacy Notice and hereby freely and unambiguously give informed consent to the collection, processing, use, and storage of your personal information as described therein.