Director, Technical Support
•Ada18· 5h
🎧 Support⏰ Full-time👔 Executive🇨🇦 Canada
5h ago
NICE·5 days ago
At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.
So, what’s the role all about?
The NiCE Partner Value Solution Engineer is apart of the excellence team that is dedicated to empowering NiCE's partner ecosystem to confidently position, sell, and deliver NiCE solutions. As a key member of this team, you will serve as the expert technical bridge between NiCE and its partners, equipping them with the knowledge, tools, and assets needed to create differentiated customer outcomes. You will act as a trusted technical go-to-market advisor, guiding partners from supported consumers of NiCE technology into self-sufficient, high-performing advocates.
This is a multifaceted role that spans sales engineering, technical enablement, technical account management, and services, all united by a single goal: increasing revenue and win rates by making partners effective at selling and delivering NiCE solutions. A core focus of this position is owning partner readiness across NiCE's AI portfolio, including conversational AI, virtual agents, agent assist, automation, and AI-driven customer experience use cases. You will equip partners with the skills and knowledge to translate customer business problems into concrete AI solution designs, guiding them through discovery, use-case qualification, success criteria definition, demo flows, proof-of-value and pilot execution, and the development of measurable outcome narratives.
In addition, you will provide expert guidance on AI architecture, integrations, data requirements, model behavior, governance, and responsible AI considerations, ensuring partners can confidently design and position solutions that are technically sound and ethically grounded.
Qualifications
Key Responsibilities
Sales Engineering: You will lead technical discovery engagements with partners, mapping customer requirements to joint solutions and NiCE's CCaaS/AI capabilities. You'll support tailored demos and proof-of-concept (POC) engagements that highlight integrated partner–vendor value, and serve as the technical trusted advisor helping partners shape architectures, proposals, and ROI narratives that win deals.
Technical Enablement: You will build and deliver repeatable technical enablement programs to ramp partner SEs and solution architects. This includes maintaining partner-facing assets such as reference architectures, integration guides, and battlecards in the partner portal. You'll run ongoing readiness programs, webinars, office hours, and 30–60–90 day plans, to keep partners current on product updates, roadmap direction, and best practices.
Technical Account Management: You will own the end-to-end technical relationship with key partners, managing integration patterns, release impact assessments, and escalation paths. You'll coordinate with Product and R&D to surface partner-driven requirements and influence the product roadmap. You'll also govern architecture, security, and performance standards across partner solutions to ensure they meet joint quality benchmarks.
Services: You will support scoping of services for partner-led implementations, including estimates, SOW inputs, and responsibilities matrices. You'll provide architectural oversight on complex deployments to ensure technical deliverability of what was sold, and capture lessons learned to feed back into patterns, templates, and future partner enablement.
Mission & Purpose
What’s in it for you?
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! As the market leader, every day at NiCE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NiCEr!
Requisition ID: 10938
Reporting into: Director of Presales
Role Type: Individual Contributor
About NiCE
NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.
Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.
NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.