• Lead the functional and technical sales process with a coordinated focus on solutions development across NiCE’s portfolio • Deliver demonstrations that align the NiCE portfolio with the customer’s business challenges • Identify all functional and technical challenges of assigned accounts • Manage and interpret customer requirements and exceed customer needs • Influence and educate clients on the value of NiCE’s solutions • Lead in all technical aspects of the sales process • Assist with the definition and execution of successful proof of concepts (POC) • Actively contribute to a team approach with account executives and overlay teams • Respond promptly to functional and technical elements of RFIs/RFPs

• Ensure customer success in building and launching Amazon Connect solutions for NeuraFlash, Part of Accenture customers • Conduct technology assessment and audits to identify the need (from an ROI and Outcomes perspective) to move to CCaaS AWS Connect Platform, improving agent experience and productivity • Facilitate business process reviews to identify customer requirements and processes • Educate customers on the value proposition of AWS, and participate in deep architectural discussions to ensure solutions are designed for successful deployment in the cloud • Lead discovery for customers, help customers build ROIs for projects, and deliver presentations and estimate for delivering that ROI • Translate customer requirements into contact center design, leveraging best practices, and other AWS Services • Oversee and mentor technical teams, providing guidance and support to ensure that the proposed solution (on Salesforce and AWS Cloud) is delivered on time, on budget, and to the required quality standards • Act as a liaison between technical teams and business stakeholders, communicating technical concepts clearly and understandably, and manage expectations and priorities • Drive best practice contact center design into each and every aspect of solution delivery • Effectively manage all aspects of project and customer communications • Deliver customer end user training and documentation • Exercise independent judgment, and take the lead role on enterprise level projects with minimal direction from senior management • Lead vision and strategy discussions with contact center and customer service leadership and management

• Provide industry best practices and serve as a trusted client advisor • Drive requirement gathering and serve as the Salesforce platform expert • Bring an experience design-focused mindset to solutions • Work with clients to build out their strategy and roadmap, enabling both quick wins and longer-term strategic goals • Leverage Salesforce technology such as Agentforce, Einstein Bots, Einstein for Service, or Service Intelligence • Provide input on detailed design specifications, infrastructure, and project plans • Translate business requirements into well-architected solutions • Coach and mentor junior technical and functional team members • Follow and understand new Salesforce product and technical capabilities

SchooLinks is seeking an Solutions Manager to join our Solutions Team. This role will focus on implementing our Course Planner solutions to allow students on SchooLinks to plan their path forward after graduation. In this role, you’ll be responsible for overseeing the implementation of this product from start to finish, working alongside each customer’s Customer Success Manager. You’ll manage a diverse book of business, including school districts of different sizes and in different regions. This role requires the ability to learn and apply technical configurations, as well as the ability to understand various concepts and terminology related to academic planning. You’ll be coming up with creative solutions to customer needs and explaining complex concepts to customers in a way they can understand. Your Responsibilities Will Include... - Serve as the main point of contact for those complex implementation projects with our larger clients - Understand data dependencies and help resolve data issues - Problem solve and coordinate data integration with our clients and CSMs - Work with customers to understand their specific needs, special situations, and use cases, then identify and implement solutions - Continuously engage with customers to maintain project velocity, generate buy-in, and drive adoption - Discover and document challenges faced and areas for improvement within our process and product - Continuously define, document problems and challenges faced by our partners - Assist the product team with quality assurance and improvement of the product - Help drive adoption and usage throughout implementation period