At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you. So, what’s the role all about? 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. Have you got what it takes? - 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 You will have an advantage if you also have: - 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 - Desired personal profile: analytical, inquisitive, service & team-oriented, friendly demeanor, early adopter 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! 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. About NiCE 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. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.

• 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.

Make an impact at NTT Global Data Centers Join NTT Global Data Centers and be part of a team that drives innovation and sustainability in the digital world. With over 150 data centers across more than 20 countries globally, we offer unparalleled opportunities to work on cutting-edge technology and transformative projects. Experience a collaborative, innovative, and inclusive workplace where your ideas are valued, and your growth is supported. Your role at a glance The Service Delivery Specialist is an advanced contributor responsible for driving operational efficiency and standardization through system, organization, and process integration across global construction initiatives. Acting as liaison between key GDC departments (HR, IT, Finance, etc.) and GID, this role aligns enterprise systems, data, and workflows to optimize resource efficiency and performance outcomes. This role will deploy best practices and digital tools to enhance performance, collaborates cross-functionally to align with strategic goals and establishes governance frameworks for continuous improvement. The role ensures compliance with service level agreements (SLAs), tracks key performance indicators (KPIs), and demands the ability to distill complex information into clear, concise, communications for diverse audiences. What we are looking for KEY responsibilities - Drive operational efficiency and standardization across global construction. - Identify and implement scalable process improvements. - Streamline workflows and eliminate inefficiencies. - Deploy best practices and digital tools to enhance departmental performance. - Collaborate cross-functionally to create visibility and align with strategic goals. - Establish governance frameworks for continuous improvement. - Support document review and management and control changes to standard operating procedures. - Facilitate service delivery audits and assist in the implementation of audit recommendations. - Track and analyze KPIs to evaluate service delivery performance and identify areas for improvement. - Ensure compliance with regulatory requirements, industry standards, and internal policies. - Set up governance structures to enable delivery of business outcomes. - Understand and support business continuity recovery strategies and plans. - Deliver effective training to support adoption of systems, tools, and best practices. KNOWLEDGE & ATTRIBUTES - Fluent in SharePoint, Power BI, MS Office Suite (especially PowerPoint), Microsoft Copilot, and ChatGPT. Visio and/or process mapping skills are desired. - Proven ability to integrate systems, processes, and workflows across business units. - Ability to condense complex information into clear, concise, professional communications. - Excellent verbal and written communication skills with executive presentation capability. - Impeccable attention to detail and consistent delivery of high-quality work. - Strong project management skills with ability to manage multiple initiatives in a fast-paced environment. - Organized, analytical, and structured with strong critical thinking and problem-solving skills to address complex challenges. Works well in a team environment and independently, ability influence without authority. - Experienced in developing and delivering effective training and knowledge transfer. Proven ability to contribute to performance strategies that drive operational excellence and business outcomes. Extended communication and interpersonal skills for effective collaboration, stakeholder management, and reporting. Commitment to continuous learning and staying updated with industry trends and best practices. - ACADEMIC QUALIFICATIONS & CERTIFICATIONS - Bachelor's degree or equivalent in Engineering, Construction Management, Compliance, Business Administration or related field. REQUIRED EXPERIENCE - 5+ years of similar role experience within a global services organization, preferably in construction, mission critical, data center, semi-conductor, IT or similar - Desirable certifications include ITIL (Information Technology Infrastructure Library) and Six Sigma, and PMP (Project Management Professional). PHYSICAL REQUIREMENTS - Primarily sitting with some walking, standing, and bending. - Able to hear and speak into a telephone. - Close visual work on a computer terminal. - Dexterity of hands and fingers to operate any required to operate computer keyboard, mouse, and other technical instruments Work conditions & other requirements - This position is remote supporting the globe with an occasional need to travel for team offsites. Extensive daily laptop usage with a reliable internet connection. - Remote-based position with extensive daily use of digital collaboration tools Compensation Pay Range This is a remote position that requires reliable internet connection and electricity. A monthly stipend is provided to cover expenses associated with working remotely and use of a personal mobile device. NTT Global Data Centers Americas, Inc. offers competitive compensation based on experience, education, and location. Base salary for this position is $104,900 - $194,700. All regular full-time employees are eligible for an annual bonus; payout is dependent upon individual and company performance. Employees receive paid time-off, medical, dental, and vision benefits, life and supplemental insurance, short-term and long-term disability, flexible spending account, and 401k retirement plan to create a rich Total Rewards package. Who we are As the third largest data center provider, we operate over 150 data centers in more than 20 countries and regions. We understand that every business – large and small – has its own unique needs and goals. We offer local-to-global data center expertise, aligned with our connected platform of AI-ready data centers to create solutions that enable our clients to seamlessly scale their digital businesses, anywhere and anytime. NTT Global Data Centers is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.

• 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