Job Description:
• Serve as a trusted advisor for a portfolio of high-value enterprise customers
• Build executive and senior technical stakeholder relationships
• Lead strategic support initiatives and account health reviews
• Identify operational risks and proactively drive remediation plans
• Influence customer adoption, retention, and long-term success.
• Own the most complex customer issues across NICE CXone and adjacent technologies.
• Lead critical escalations involving integrations, telephony, routing, analytics, APIs, and platform infrastructure.
• Drive root-cause analysis and long-term resolution strategies.
• Leverage AI-driven insights to scale impact across a broad portfolio.
• Mentor senior engineers and emerging technical leaders.
• Partner with executives and product leadership on customer-driven priorities.
Requirements:
• 10+ years supporting enterprise SaaS, cloud, or CCaaS technologies
• Proven success managing large, complex enterprise customer relationships
• Deep expertise troubleshooting sophisticated technical environments
• Experience leading high-severity customer escalations
• Strong executive presence and customer-facing communication skills
• Ability to influence across multiple organizations without direct authority.
• NICE CXone, Genesys, Cisco, Amazon Connect, Five9, or comparable enterprise contact center platforms (preferred)
• Experience supporting Fortune 500 organizations (preferred)
• Demonstrated use of AI-enabled workflows to improve operational outcomes (preferred).
Benefits:
• Opportunity to shape how enterprise software companies support customers in the AI era.
• Work with globally recognized brands.
• Influence a strategic company initiative.