Senior Technical Account Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage customer relationships for key CX clients and serve as their advocate within NICE.

• Engage with customers prior to go-live, collaborating to ensure successful adoption.

• Address complex, technically and emotionally demanding, high-stakes issues.

• Cultivate productive relationships with assigned accounts through regular discussions regarding open issues, contact center operations, and business requirements.

• Ensure that CX solutions fulfill customer needs, acting as a trusted partner and advisor.

• Address technical challenges, issues, cases, and requests while adhering to SLA targets.

• Collaborate with Technical Support, Professional Services, Product Management, and Engineering teams.

• Enhance customer satisfaction, retention, referenceability, product usage expansion, and foster long-term customer loyalty.

⛳️ Requirements

• Minimum of 10 years in a Technical/Service role within software, telecommunications, customer service, call/contact center, and/or service delivery.

• Proven proficiency in technical problem solving.

• Exceptional analytical and advanced troubleshooting skills when working with end-users/customers.

• Practical technical knowledge of contact center software, design, and functionality.

• Extensive implementation skills in technology and analysis.

• Experience in communicating at both technical and functional levels while maintaining business rapport.

• Familiarity with TCP/IP networking and exposure to VoIP technology (preferred).

• In-depth knowledge of TCP/IP and telecom circuits from DS0 to OC-48 (preferred).

• Understanding of network topology and telecommunications architecture, including PBX, carriers, and VoIP (preferred).

• Basic knowledge of scripting fundamentals (preferred).

• Strong grasp of TCP/IP and internet fundamentals (preferred).

• Extensive experience in software, telecommunications, and IP telephony (preferred).

• Experience with SIP signaling (preferred).

• Proficiency in database and SQL concepts and scripting (preferred).

🏝️ Benefits

• Internal career advancement opportunities across various roles, disciplines, domains, and locations.

• Opportunities for learning and professional growth.

• A fast-paced, collaborative, and creative work environment.