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Sutherland

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Presales Engineer – Contact Center Solutions

Pre-sales EngineerPresales EngineerFull TimeRemoteSeniorTeam 10,001+Since 1986H1B SponsorCompany SiteLinkedIn

Location

Colombia

Posted

72 days ago

Salary

0

Seniority

Senior

5 yrs expEnglishAWSAzureCloud

Job Description

Presales Engineer – Contact Center Solutions

Sutherland

• A NiCE Solution Engineer will play a pivotal role in leading the functional and technical sales process with a focus on NiCE’s Recording and Quality Management solutions. • Deliver compelling demonstrations that align NiCE’s Recording and Quality Management solutions with the customer’s unique business challenges. • Identify and address all functional and technical challenges of assigned accounts. • Interpret customer requirements with precision and utilize strategic questioning to exceed expectations. • Educate and influence clients on how NiCE’s solutions deliver superior value, ease of use, and measurable benefits. • Take the lead in all technical elements of the sales cycle. • Assist in the creation and execution of successful proof of concepts (POC) to demonstrate solution effectiveness. • Collaborate closely with account executives and overlay teams, actively contributing to a team-based sales strategy. • Lead sales enablement sessions to educate internal teams, partners, and customers on Recording, QM, Compliance, and AI innovations. • Act as a subject‑matter expert (SME) on Recording and QM within larger cross‑portfolio opportunities including WEM, CCaaS, and CX transformations. • Demonstrate expertise in integrating NiCE solutions with different types of Automatic Call Distributors (ACDs) and Private Branch Exchanges (PBXs). • Respond to RFIs/RFPs, addressing both functional and technical components with expertise. • Demonstrate strong understanding of AI and Generative AI concepts, including LLMs, NLU/NLP, speech analytics, summarization engines, and AI‑driven automation. • Articulate how NiCE’s AI frameworks (e.g., Enlighten AI, GenAI‑powered QM, AI scoring, forecasting intelligence) solve customer challenges.

Job Requirements

  • 5+ years of experience supporting multiple software products and services in complex account environments.
  • 3+ years of experience in supporting Recording and/or Quality Management solutions within enterprise accounts.
  • Excellent skills in delivering presentations and customized demonstrations.
  • Proven track record of driving strategic deal wins.
  • Ability to manage multiple intricate sales opportunities at once.
  • Familiarity with different types of ACDs, PBXs, and their integration requirements.
  • Solid understanding of network protocols, compliance standards, and cloud security practices.
  • Foundational understanding of AI and Generative AI concepts, including LLMs, supervised/unsupervised modeling, and speech/text analytics.
  • Experience or knowledge of Workforce Engagement Management (WEM), CCaaS, and Customer Experience (CX) solutions.
  • Familiarity with a full suite of SaaS product offerings.
  • Certifications or hands-on knowledge of cloud platforms like AWS, Azure, and Google Cloud.

Benefits

  • Employees can work remotely

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