Solution Engineer

So, what’s the role all about?

A successful Customer Service Automation Solution Engineer will work with prospects to identify their goals and business drivers, and creatively design a solution that will meet the ever-growing demands of their contact centre needs.

How will you make an impact?

• Proactively identifying and addressing our customer's technical needs and objections to drive new sales, and existing account expansion.
• Providing digital interaction domain expertise to help organisations innovate in their digital delivery of customer and employee experiences.
• Actively learning and mastering the NICE digital portfolio at an advanced level, to creatively apply our technology and help our customers achieve their business goals.
• Critically evaluating the technical sustainability of each new sales opportunity or Request for Proposal, ensuring that our contractual obligations to each new customer are accurate, and can be delivered in a timely manner.
• Assisting our sales team through preparation and delivery of business discussions, technical presentations, and product demonstrations, by carefully mapping customer business requirements to effective value driven technical solutions leveraging the NICE digital portfolio.
• Proactively identifying customer needs through a technical benefits assessment, carefully building the business value of the solution, in order to assist with overcoming potential objections to proposed technical solutions.
• Meeting with our prospective customers as a trusted technical advisor, developing a deep understanding of their current environment, key business challenges and goals, and helping prospective customers envision the benefits that can be realized through an advanced contact center deployment with NICE.
• Gathering valuable field data and product feedback from each customer engagement and working directly with Product Management to facilitate ideas for the long-term technical direction and development of NICE’s software portfolio.
• Providing an open and continuous knowledge transfer to the overall Sales team and newly hired SEs, highlighting the technical aspects and benefits of our solution, and how to competitively position each product.
• Delivering partner enablement activities, ranging from ad-hoc updates to extended knowledge transfer sessions.
• Building and maintaining demo environments both for internal NICE usage and for our partners.
• Assisting in the preparation and response to customer RFP requests, carefully qualifying the prospective deal for technical feasibility.
• Scoping and building Proofs of Concept for prospective customers that require a hands-on experience of NICE products, to confirm the required performance of the solution within their environment.
• Developing detailed solution design documentation for each new customer, which will serve as the foundation of our technical engagement, and act as a bridge to seamlessly engage our Professional Services Organization, to provide the most effective onboarding experience.
• Continuously building and maintaining relationships with key stakeholders in each sales cycle, including executive, financial, technical decision makers, and influencers within each of our prospects.
• Be an outstanding change leader: highly collaborative, persuasive communicator with strong executive presence; works well in highly matrixed, international environment; resilient.

Education Requirement:

Bachelor’s degree in business information systems, Computer Science, Communications or related field or equivalent work experience required.

Have you got what it takes?

• 5+ years of experience in the Digital Experience and/or Customer Experience domains.
• Broad experience working with digital messaging and social media platforms.
• Broad experience with knowledge management, both internal & external facing.
• Broad experience with Conversational AI solutions.
• Broad understanding of web front-end technologies, including editing HTML & CSS and basic Javascript.
• Demonstrated track record of architecting successful digital customer experience solutions across web, social & mobile with Enterprise level organisations.
• Excellent interpersonal skills with the ability to effectively listen to quickly assess the situation and then convey thoughts and ideas in a clear and concise manner.
• Strong presentation skills – must possess the ability to sell and effectively build credibility in front of all levels of management, including an executive audience.
• Analytical and quantitative abilities required – Must be able to interpret and explain financial and statistical information.

You will have an advantage if you also have:

• 2+ years of sales experience outside of sales engineering in a software environment.
• Ability to manage multiple competing priorities and work effectively under the pressure of time constraints in a fast-paced, collaborative environment.
• Experience with social monitoring & analytics platforms.
• Detail-oriented, but able to digest the critical elements of a situation to withstand being hyper-focused on the minutia.
• Experience with ROI and business case models and relating product capabilities to business benefits.
• Ability to multi-task in a challenging environment while maintaining a high level of responsiveness.

Enjoy NICE-FLEX!

At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

Requisition ID:

Reporting into: Director, Customer Service Automation.

Role Type: Individual Contributor.

#LI-Hybrid