Customer Service Automation Sales Engineer

Summary

Join NICE, a market-leading global company, as a Customer Service Automation Sales Engineer. Contribute to presales success by focusing on strategic, high-growth accounts. You will define technical solutions using NICE's Customer Service Automation portfolio, working with sales, engineering, and product stakeholders. This technical sales role requires a strong technical background in omnichannel virtual agents, analytics, and web programming. You will become a trusted advisor to business and IT executives, enhancing customer self-service experiences. The position offers opportunities for professional growth within a fast-paced, collaborative environment.

Requirements

• Bachelor's degree in a related technology field
• At least 7+ years of experience in hands-on practical technical experience in (solutions engineering, solution/ sales architecture, and/or data) that was engaged in planning, executing, and managing of complex software sales
• 7+ years of consulting or customer engagement experience
• 5+ years of contact center experience
• Successful track record in best-of-class solutions with a portfolio of strong work examples
• Analytically minded with strong interpersonal, presentation, project management, problem solving, and communication skills
• Strong multi-tasking skills with the ability to adapt to shifting priorities, demands, and timelines between multiple technologies and tools across various clients
• Knowledge of chatbot, automation, and/or conversational AI solutions
• Familiarity with knowledge management, asynchronous messaging, and analytics solutions
• Experience with Enterprise SaaS applications, architecture, APIs and integrations
• Understanding of web technologies including HTML, JavaScript, CSS, DOM, browser developer tools, etc
• Ability to manage deliverables across multiple projects and meet tight deadlines

Responsibilities

• Effectively prepare and deliver demonstrations of NICE’s Customer Service Automation solutions across the CCaaS platform focusing on conversational AI, knowledge management, messaging channels and analytics
• Evaluate, understand, and document prospect’s infrastructure including CCaaS, Automation, Messaging, and Knowledge solutions
• Lead and participate in discovery calls to identify areas of opportunity for NICE solutions
• Partner closely with our Sales team engaging with prospects and customers and with our engineering, product, and design teams
• Be an awesome technologist with lots of business acumen, able to draw out root causes to customer concerns, and apply phenomenal problem-solving skills to solve them
• Tell compelling stories that are grounded in technology. These aren't just demos; we want you to paint a vision of what truly customer-centric service looks like!
• Respond to RFIs and RFPs
• Build internal relationships within CX sales and other areas to evangelize the Customer Service Automation solutions
• Maintain knowledge of modern technologies across AI, Digital, Analytics, Telephony and Cloud platforms

Preferred Qualifications

MBA

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!
• Endless internal career opportunities across multiple roles, disciplines, domains, and locations