Senior Implementation Engineer, CX

About the Role
Implementation Engineer work collaboratively with both new and existing clients to implement NICE products. Their primary responsibility is to accurately scope client needs, review business requirements, and ensure that expectations are met in accordance with the Statement of Work (SOW) for each implementation project.

In this role, you will wear many hats, offering expert product knowledge, conducting business analysis, providing strategic recommendations, and guiding clients through configuration decisions. You will be responsible for managing multiple projects simultaneously, coordinating with internal teams, and ensuring a smooth and timely delivery.

This position blends strong project coordination skills with hands-on technical involvement, including system setup, API integrations, and solution customization.

 How will you make an impact?

• Conduct Requirements Discovery sessions with customers to gather and clarify needs.
• Provide expert-level product knowledge, business analysis, and actionable recommendations to clients.
• Align customer requirements with desired business outcomes.
• Coordinate resources effectively to ensure successful implementation.
• Track and communicate project progress to the management team.
• Build and maintain strong, collaborative relationships with customers.
• Assist clients in maximizing the value of their investment in the NICE platform.
• Continuously seek opportunities to enhance value and reduce time to value during the implementation phase.
• Develop innovative solutions to complex problems, ensuring high levels of customer satisfaction.

 Have you got what it takes?

• BA/BS degree or equivalent work experience. Technical degrees and/or coursework a plus
• At least 5 years’ experience in customer-facing roles
• At least 3 years hands on experience configuration NICE portals or any contact center implementation platform. (Preferred)
• Proficiency with project management workflows
• Excellent written and verbal communication skills
• Excellent organizational and task management skills to keep projects on track; detail-oriented
• Strong technical acumen with ability to communicate complicated topics to a non-technical audience
• Proven ability to collaborate within and across teams; work well with a variety of other roles and personalities
• Strong interpersonal skills and the ability to interact with multiple levels in a customer’s organization, including senior leadership
• Demonstrate strong management and risk mitigation skills
• Excellent written and spoken English is essential
• Customer Service, Technical Support, Project Management, Product Management, and or Product Development experience
• Proficiency with Confluence, JIRA, Salesforce, Asana, Monday.com, etc.

 This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.

 This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.​

 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!