NICE

The VP, Customer Success & Services will lead customer success, renewals, and professional services for the Americas region, overseeing a significant revenue portfolio. This role involves driving customer retention, solution adoption, and services delivery while cultivating strategic customer relationships. | Candidates should have a bachelor's degree in a relevant field and over 20 years of experience in customer success or B2B technology, with at least 10 years in leadership roles. A strong understanding of customer success KPIs and experience with Fortune 500 brands are essential. | 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. NiCE is seeking a visionary and results-driven Vice President of Customer Success & Services to lead their Americas region. This executive role oversees customer success, renewals, and professional services across a portfolio representing hundreds of millions in revenue and includes some of the world’s most iconic brands. The VP, Customer Success & Services executive will be responsible for driving customer retention, solution adoption, cloud activation, and services delivery, while leading high-performing teams and cultivating strategic customer relationships. This role requires a proven leader who excels in operational excellence, executive engagement, and cross-functional collaboration. Role Functional Scope Strategic Leadership: Define and execute the regional vision for Customer Success and Services, aligned with global business priorities. Drive innovation and transformation across engagement, delivery, and support models. Operational Excellence: Implement scalable processes and frameworks to improve team efficiency and customer outcomes. Monitor and enhance key performance indicators, including: Net Promoter Score (NPS) Customer Satisfaction (CSAT) Solution Adoption Customer Retention Referenceability Time to Revenue Revenue Growth Customer Advocacy & Engagement: Serve as an executive sponsor for customers in the region, acting as a trusted advisor to C-level stakeholders. Champion customer needs internally to influence product development and service enhancements. Cross Functional Collaboration: Partner with Sales, Product, Platform Operations and R&D teams to deliver seamless customer experiences and drive business outcomes. Team Leadership: Build, mentor, and inspire a high-performing, customer-centric organization. Foster a culture of accountability, innovation, and continuous improvement. Financial Accountability: Oversee renewal practices and ensure alignment with revenue growth targets. The Candidate Ideal Experience: Bachelor’s degree in Business, Finance, Technology or related field (or equivalent experience). Master’s degree in Business, Finance, or related field- preferred. 20+ years of experience in customer success, contact centers, or B2B technology. 10+ years of experience leading large, high-performance teams. Proven success managing relationships with Fortune 500 brands. Strong understanding of customer success and services KPIs, with a track record of driving measurable improvements. Ability to communicate complex software concepts to enterprise-level executives. Highly preferred, Executive leadership experience in a SaaS company. Familiarity with contact center technologies, CCaaS, premise-to-cloud migrations, or enterprise software support. Ability to travel domestically Key Measures of Success: Vice President of Customer Success & Services will achieve high CSAT and renewal rates through strong customer relationships and proactive engagement. Increases Cloud and maintenance ACV within the region by driving successful adoption and contract renewals. Ensures on-time implementation and activation of services, improving Time to Turnup and overall delivery quality. Builds and leads high-performing Customer Success and Service Delivery teams focused on customer outcomes and operational excellence. Serves as a trusted advisor to key customer executives, ensuring alignment between business goals and delivered solutions. 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.

The Senior Designated Support Engineer will provide technical assistance to resolve end-user connectivity issues with NiCE products. This includes troubleshooting escalated customer issues and coordinating with internal departments to ensure a positive customer experience. | Candidates should have an associate degree or be working towards a bachelor's degree in a related field, along with 6+ years of experience in a customer service role, preferably technical. Excellent communication, troubleshooting, and analytical skills are essential, along with an understanding of network topology and telecommunications architecture. | 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. What's this all about: The Senior DSE will provide technical assistance on applications to resolve an end-user's connectivity issues with the NiCE suite of products. Duties of this position will include troubleshooting and diagnosing escalated customer issues, acting in a consultative fashion to arrive at a mutually beneficial solution for our customers, and coordinating with internal departments to provide a collaborative solution that will leave the NiCE customer with a positive experience and a product that meets their needs. The highly-skilled Technical Support team will provide exceptional client assistance in the resolution of complex problems, utilizing various communication methods – email, chat and voice. A Typical Day Might Include the Following: Work tickets via a web-based ticketing system, email, voice, or chat When working tickets: Validate for correct prioritization and monitor communication to users of progress Fix end-user issues that can be resolved on applications Record and route incidents to specialist groups Provide resolution and recovery of incidents Keep clear and thorough records in the ticketing system of all actions taken Escalates incidents when necessary Troubleshoots VoIP, T1, DS3, Ethernet, OC-X, 1+ and Toll Free services Opens and monitors incidents created with 3rd party providers Pulls and analyzes logs for troubleshooting for contacts, applications, etc. Reads and analyzes network diagrams Regularly works flexible schedule and on-call services Effectively and professionally communicates with internal and external customers To Land This Gig You'll Need: Associate degree or currently working towards a Bachelor's Degree in Computer Science, Business Information Systems, or similar field, or equivalent work experience required. 6+ years of work experience in a customer service field, preferably in a technical capacity Excellent technical, troubleshooting, and analytical skills Ability to excel in a fast-paced, agile environment where critical thinking and strong problem solving skills Excellent communication skills – written and verbal and ability to handle all interactions with internal and external clients with professionalism Ability to adapt quickly to change, think on your feet, communicate positively and work proactively Understanding of network topology and telecommunications architecture (PBX, Carriers, VoIP) Bonus Experience: 4+ years in a technical support role in software or telecommunications environment. IP Telephony/ Telecommunications experience Experience in a telephony/telecommunications Dialer knowledge and Workforce Management experience Web Services and API knowledge and understanding of conceptual use Competent in database and SQL concepts 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.

Lead sales and incentive compensation analytics, implement and enhance financial models, analyze sales data, generate reports and dashboards, and collaborate with stakeholders to improve incentive structures. | Minimum 5 years experience in finance, data analysis, or sales compensation, advanced Excel and SQL skills, experience with BI tools like Power BI, understanding of sales compensation models, strong communication skills, and a relevant bachelor's degree. | 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. We are seeking a highly motivated and experienced Finance or Data Analyst to lead sales and incentive compensation analytics, financial modeling, and data-driven strategy. You'll be responsible for the hands-on technical implementation of NiCE's Sales Performance Management (SPM) products. The ideal candidate brings a solid technical foundation, exceptional analytical abilities, and a proven understanding of financial and compensation systems. At least 5 years of experience in finance, data analysis, or sales compensation is essential for success in our fast-paced environment. NiCE's sophisticated SPM products empower our customers to significantly improve employee performance. You'll need to combine technical proficiency with a strong desire to understand and deliver real business results. This is a key role in a thriving enterprise software company, offering significant opportunities for professional growth. Job Responsibilities: • Translate customer business requirements into technical designs and product configurations. • Analyze sales performance and incentive compensation data to identify trends and insights that drive business decisions. • Implement, maintain, and enhance financial models to support sales compensation structures and forecast financial impact. • Collaborate with internal stakeholders and teams as well as external customers to ensure accurate incentive compensation calculations and reporting. • Design and generate reports and dashboards to track key performance metrics and support leadership in strategic decision-making. • Validate data integrity and troubleshoot discrepancies by leveraging SQL, Excel, and other data analysis tools. • Assist in developing, testing, and implementing system enhancements related to compensation processes and financial reporting. • Provide recommendations for improving incentive structures based on data-driven analysis. • Ensure compliance with internal policies and external regulations related to sales compensation and financial reporting. • Contribute to the team’s continual improvement process • Up to 10% travel will be required Required Skills/Experience: • Minimum of 5 years of experience in finance, data analysis, or sales / incentive compensation roles. • Strong analytical skills with a deep understanding of financial principles and data interpretation. • Advanced proficiency in Excel (e.g., pivot tables, VLOOKUP, macros) and experience with SQL for querying databases. • Experience with business intelligence and reporting tools such as MicroStrategy, Power BI, or similar platforms. • Understanding of sales compensation models and their financial impact. • Ability to work independently and manage multiple priorities in a fast-paced environment. • Strong communication and collaboration skills to work effectively with cross-functional teams. • Excellent customer facing skills, ability to set own task lists and time lines. • Bachelor's degree in Finance, Economics, Data Science, or a related field. Valuable skills: • Nice to have technical skills: XML, SQL, HTML. • Experience with sales compensation management tools • Experience implementing and automating enterprise applications and BI tools. • Knowledge of ETL and data transformation techniques. • Familiarity with programming languages such as SQL, PL/SQL, Shell Scripting, Python or R for advanced data analysis. 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.

Lead AI project initiatives, manage cross-functional teams, coordinate project delivery and timelines, and ensure alignment with customer expectations and company policies. | 7+ years project management experience, PMP certification, AI/Gen AI project delivery experience, strong communication and escalation skills, and ability to manage multiple projects under tight deadlines. | 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. The Senior AI Project Manager serves as a liaison between AI product management and business stakeholders for product processes, such as Go-to-market activities, roadmap coordination, and Product Enhancements. The Sr. AI Project Manager interacts with product managers, support teams, marketing, release management, operations, and leaders across the business. • Lead AI project initiatives with full project ownership, ensuring alignment with customer expectations and timely delivery. • Serve as project owner for internal and customer stakeholders, managing escalations and driving resolution with professionalism. • Define and document project delivery and timelines in collaboration with cross-functional teams. • Develop and maintain detailed project plans, training materials, and process documentation. • Coordinate and facilitate regular status meetings and communications to ensure transparency and progress. • Support multiple concurrent projects with strong organizational and time management skills. • Adapt quickly to evolving priorities and business needs in a dynamic environment. • Guide Project teams through launch readiness, deployment strategy, and lifecycle planning. • Identify and address process gaps to enhance rollout efficiency and stakeholder satisfaction. • Uphold company policies and ethical standards in all interactions and deliverables. Education Requirements Bachelor’s degree in Business Management, IT, or related field or equivalent work experience required Experience Requirement • Experience with AI/Gen AI project delivery • Experience with Waterfall & Agile (Hybrid/Iterative) Project Delivery Methodologies • Experience with Customer Facing Project Delivery • Excellent Communication and Escalation Mgmt. skills • 7+ years’ experience in project management • Experience with Revenue Forecasting & Risk Planning • Experience with Project Metric/KPI Reporting (e.g. PBI, etc.) • Adaptable and Solution-Oriented under Tight Deadlines • Ability to Manage Multiple Projects at a time • Ability to work with and to interpret technical information to non-technical individuals • PMP Certification You will have an advantage if you also have: • Experience with AI driven Project Mgmt. Tools 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.​ 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.

Provide advanced administrative support to executives by coordinating meetings, managing action items, handling travel and expenses, and collaborating across departments. | Requires 3+ years in a fast-paced business setting, strong organizational skills, advanced MS Office proficiency, and ability to manage multiple priorities with attention to detail. | 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 Executive Assistant provides analytical and specialized administrative support to ease the workload of executives, managers, and staff by handling complex tasks and advanced administrative duties. Analyzes issues, determines appropriate approaches, collects and interprets data, and prepares detailed reports and recommendations. Coordinates activities across departments and with external partners. Collaborates with company personnel at all levels to gather information and compile reports. This role often involves handling sensitive or confidential matters and may span various functional areas. How will you make an impact? • Arrange meetings, training, and coordinate with various departments across the NiCE organization • Record meeting minutes and action items stemming from all team meetings and manage those action items by engaging various departments (as needed) across the organization • Engage confidently with C-suite leaders, clients, and stakeholders while maintaining poise and professionalism in every interaction • Coordinate, track, and report on travel and expenses as needed • Participate in on-going training as needed • Follow current processes and be prepared to make frequent changes in processes • Work in a rapid-paced environment, multi-tasking effectively • Serve as a trusted extension of the executive team, bringing calm authority, sound judgment, and a composed demeanor to fast-moving, high-visibility situations Have you got what it takes? • High school diploma (or equivalent) required; progress toward a college degree is welcome • 3+ years of success in a fast-paced business setting • Demonstrated knack for tackling challenges and delivering smart solutions • Confident across MS Office Suite, with advanced know-how in Excel and PowerPoint • Renowned for meticulous attention to detail and accuracy • Exceptionally organized -- able to manage multiple priorities without missing a beat 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! 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. This is an office based position, we are unable to hire a candidate seeking fully remote work for this position. 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.

Drive sales of digital solutions by understanding customer needs, closing deals, supporting sales partners, attending tradeshows, and responding to RFIs and RFPs. | 7+ years consulting or customer engagement experience, 5+ years contact center experience, preferably a related technology degree or MBA. | 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? As Solution Sales Executive you will possess the knowledge and the aptitude to understand new and existing customers’ needs for our digital solutions portfolio, improving their customer’s experience while articulating new and innovative ways of solving the customers’ business challenges. You will help define strategies that fit their strategic objectives while satisfying their customers using NiCE solutions; using tailored use cases which clearly articulate the value and potential of the Platform. How will you make an impact? You have a consultative nature, and can identify the problems your customers have, while skillfully positioning your comprehensive digital arsenal to solve those problems. This is a sales position, but an understanding of data strategy, microservices, and cloud computing trends will be helpful. You should have a multi-faceted background to succeed in this position including a deep understanding of CCaaS. Ideally this expertise would have been acquired in similar positions at other enterprise software companies or working within SI organizations while engaging closely with technology teams and customers. Have you got what it takes? Regularly closes deals and builds pipeline within or exceeding goals. Meets or exceeds assigned sales quota. Assist and support sales partners in sales efforts by participating in sales calls and closing efforts. Attend tradeshows. Respond to RFIs and RFPs. We have a very special way we do this... you'll see how we make this exciting and creative! You will have an advantage if you also have: ​ Bachelor's degree in a related technology field. MBA Preferred 7+ years of consulting or customer engagement experience 5+ years of contact center experience 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! 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. 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.

You will create NICE product and application training in various formats and collaborate with multiple stakeholders to ensure timely development of training courses. You will lead end-to-end learning solutions and maintain training systems to support training activities. | A minimum of 3 years of experience in training development and instructional design for software applications is required. Expertise in creating instructor-led training programs and developing eLearning courses using authoring tools is essential. | 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? You will play a key role as a member of the training development team, part of NICE Global Education Services, responsible for creating NICE product and application training in various formats. You will collaborate with multiple stakeholders, such as Product Managers, R&D Engineers, Trainers, and Consultants to ensure proper and timely development of training courses and materials. This position requires in-depth knowledge of NICE products and exceptional communication skills to develop knowledge effectively. How will you make an impact? Lead end-to-end learning solutions, from needs analysis and mapping to design, development, and delivery of Train-the-Trainer programs. Develop technical and application training solutions and materials for both instructor-led training courses and eLearning programs for customers, partners, and employees. Collaborate closely with the product house to gain expertise in new products and versions, ensuring accurate and up-to-date content development. Maintain high level of proficiency in NICE Workforce Management (WFM) solutions to drive course design and development based on product expertise. Maintain and configure training systems in the lab environment to support training activities. Work closely with product experts and SMEs to gather knowledge and requirements related to product features, updates and use cases, and translate them into effective learning content. Serve as a global point of contact for trainers and consultants, providing product and professional knowledge support, and conducting knowledge transfer sessions to ensure team readiness. Thrive in a fast-paced environment, managing multiple projects simultaneously, while ensuring timelines are met and quality standards are maintained. Collaborate with peers and experts across the company, globally, to achieve business, project, and group goals. Stay up to date with emerging trends and technologies in instructional design and technical training. Support business requirement to curate, compile and create learning program for internal and external learners. Upload and maintain all training content on the Learning Management System (LMS). Have you got what it takes? Minimum 3 years of experience in training development and instructional design, specifically for software applications. (This is a must have for the position, not negotiable.) Expertise in creating instructor-led training programs and content for complex technical processes. Experience in developing eLearning courses and video tutorials using authoring tools such as Articulate Storyline, Camtasia, or similar. Excellent command of Microsoft Word and PowerPoint. Excellent presentation skills. Strong self-learning skills to keep up with new software developments and training techniques. Excellent task and time management skills and ability to work with urgency and with minimal supervision. Self-motivated professional and team player. A positive "Can-Do" attitude with a passion for training and learning. Experience with NICE Workforce Management (WFM) solution / or any WFM solution is required You will have an advantage if you also have: A Bachelor’s or Master’s degree in Instructional Design and Technology. Experience in customer success / support / implementation in a software company. Experience in the SaaS industry. Experience with the contact center environment and technology. Experience with Cornerstone OnDemand Learning Management Systems (LMS). 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.

Support clients using AI-driven texting and web engagement platforms, manage customer success and retention, conduct business reviews, and identify revenue growth opportunities. | 3+ years in SaaS or CCaaS customer success or account management roles with Enterprise clients, strong communication and strategic skills, familiarity with CRM and customer success platforms. | 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. Based in the beautiful mountains of Park City, Utah, AtlasRTX (a NICE company) is revolutionizing how companies engage their customers and stakeholders using AI, mobile messaging, and machine translation to create modern customer experiences. AtlasRTX helps identify key opportunities, leveraging our technology to reach customers more efficiently and effectively. In October 2024, AtlasRTX merged with Verse.ai (a NICE company), a leader in human-guided conversation technology. Verse.ai empowers businesses to engage, qualify, and convert leads at scale using intelligent texting and web assistant solutions, operating entirely remotely with a focus on speed, personalization, and efficiency. Together, we are creating a unified organization that combines the best of both platforms, merging our technologies, teams, and cultures into one extraordinary company with one amazing culture. We are passionate about creating a diverse environment. We encourage applications from candidates of every race, color, religion, gender, identity, sexual orientation, national origin, disability, age, or veteran status. We are proud of our co-founder team culture that prioritizes inclusion, kindness, and achievement. We give deserving people a chance to make a difference and invest in growing them personally and professionally. Our culture is our advantage. #CoFounderCulture. Job Summary Join our team and help us revolutionize how companies engage their customers and stakeholders using AI, mobile messaging, human-guided texting, and intelligent web assistant technologies to create modern, personalized customer experiences. As a Customer Success Manager, you'll play a critical role in supporting clients using both AtlasRTX and Verse.ai products. You'll ensure customer success across texting and web-based engagement platforms as we continue to integrate our solutions and deliver seamless support. You will work cross-functionally and remotely with a team of passionate, mission-driven individuals as we evolve into one great company with unified tools, processes, and goals. Responsibilities Develop an understanding of each client's business objectives and a strategy for supporting the client in achieving those objectives Build and deliver C-Level executive presentations to articulate results and value Conduct business reviews of account performance, lead segmentation and prioritization efforts, and oversee win/loss and other predictive analytics Demonstrate success with renewal and retention strategies Provide proactive, day-to-day support to clients Turn clients into champions by ensuring ongoing value and engagement Identify and pursue expansion opportunities to grow revenue Meet or exceed KPIs including net revenue retention and customer satisfaction Qualifications 3+ years of experience in SaaS or CCaaS Experience in account management, customer success, or adjacent roles working with Enterprise clients with substantial Annual Contract Values Strong communication and relationship-building skills Strategic thinking and problem-solving ability Bonus Skills Experience with SaaS, product management, and/or AI platforms Familiarity with CRM tools like Salesforce and Hubspot Experience using customer success platforms such as Totango and Gainsight Proficiency with data visualization and analytics platforms like Power BI or Sigma 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.

The Solution Engineer will lead the functional and technical sales process, focusing on solutions development through discovery and requirements gathering. They will deliver demonstrations that align the NiCE portfolio with customer challenges and manage customer requirements effectively. | Candidates should have 7+ years of experience supporting software products and services, with at least 1 year in Conversational AI or Digital Transformation solutions. Exceptional presentation skills and the ability to manage complex sales opportunities are essential. | 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? A NiCE Solution Engineer will lead the functional and technical sales process with a coordinated focus on solutions development across NiCE’s portfolio through discovery and requirements gathering, validation and demonstration. The Solution Engineer must be able to articulate NiCE solutions’ value and position NiCE’s products to both business and technical users. How will you make an impact? Deliver demonstrations that align the NiCE portfolio with the customer’s business challenges Identify all functional and technical challenges of assigned accounts Manage and interpret customer requirements and use astute questioning skills to understand, anticipate and exceed customer needs. Influence and educate clients that NiCE’s solution will best satisfy their needs in terms of ease of use, quality, benefit, and value. Lead in all technical aspects of the sales process. Assist with the definition and execution of successful proof of concepts (POC), where appropriate. Actively contribute to a team approach with account executives and overlay teams. Able to promptly respond to functional and technical elements of RFIs/RFPs Have you got what it takes? 7+ years of experience supporting multiple software products (portfolio sales) and services into sophisticated accounts 1+ years supporting Conversational AI and or Digital Transformation solutions into enterprise account Exceptional presentation and demo capabilities Experience customizing and building the storyboard for demos and POC Demonstrated success in achieving strategic deal wins Ability to manage multiple, complex sales opportunities simultaneously Ability to communicate from C-level executives down to Agent/Front Line level employees You will have an advantage if you also have: Experience/knowledge of CCaaS, CX, and Conversational AI solutions. Experience/knowledge selling a full suite of SaaS products. Certifications and knowledge of cloud technologies (AWS, Azure, Google) 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: 8667 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.

Manage and coordinate AI product-related projects, liaise between product management and business stakeholders, and drive process documentation and communication. | 5-6 years project management experience, Bachelor’s degree or equivalent, expertise in SharePoint, MS Office, MS Project, excellent communication and multitasking skills, and experience with Gen AI project delivery. | 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. Primary Purpose The Senior Project Manager (AI Product) serves as a liaison between product management and business stakeholders for product processes, such as Go-to-market activities, roadmap coordination, and Product Enhancements. The Sr. Project Manager interacts with product managers, support teams, marketing, release management, operations, and leaders across the business. Manage, coordinate, and support AI product-related projects through regular status meetings, communications, and monitoring. Work with various business stakeholders to define and document scope, requirements, timelines, expectations, and potential risks. Create and manage project plans, timelines, risks, and status communication methods. Drive creation of process-related documentation, including training documents, knowledge articles, project plans, etc. Work as a primary point of contact for business stakeholders, product owners, and the larger project team. Have the ability to multi-task multiple projects at a particular time Communicate in an effective and professional way with stakeholders and customers in and outside of inContact. Provide guidance and collaboration to, and with, Product teams who are preparing for new product introduction, new product pricing, end of life strategy and migration. Identify process needs in support of an effective product rollout experience. Assist in updates and delivery to business. Assist in business stakeholder management to ensure launch requirements are being met Follow the company Code of Ethics and inContact policies and procedures at all times. 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.​ Education Requirements Bachelor’s degree in Business Management, IT, or related field or equivalent work experience required Experience Requirement Experience with Gen AI project delivery 5-6 years’ experience in project management Excellent customer service and people skills Excellent problem-solving skills Expert using SharePoint, MS Office Suite, and MS Project/other cloud-based project tools Ability to meet deadlines Effective communicator with superior interpersonal skills Ability to manage multiple projects at a time Ability to work with and to interpret technical information to non-technical individuals 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.

Lead strategic account engagement and customer success for enterprise clients by driving adoption of AI-powered SaaS platform features, managing renewals and growth, and orchestrating cross-functional teams. | 10+ years in Customer Success or Account Management in SaaS, 5+ years with NICE CXone or similar platforms, expertise in contact center operations, AI adoption, and strong executive stakeholder management. | 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? As a Director of Customer Success, you will lead strategic account engagement across a portfolio of top-tier enterprise clients. Your mission: deliver measurable value, accelerate adoption of our cloud-native, AI powered platform and drive long-term customer success and growth. You’ll act as a trusted advisor to C-level stakeholders, aligning our innovative capabilities to customer business goals while orchestrating cross-functional teams to deliver exceptional service, seamless delivery and tangible results. How will you make an impact? Customer Success & Relationship Leadership - Build strong, enduring relationships with senior client executives, becoming a key strategic partner and advocate for the customer. - Champion the full post-sale customer lifecycle—onboarding, adoption, optimization, and renewal—focused on delivering value realization. - Conduct Executive Business Reviews (EBRs) and establish measurable success plans that directly tie platform usage to business outcomes. - Maintain high Customer Satisfaction and Loyalty (CSAT, NPS) through proactive engagement and fast issue resolution. Growth, Expansion & Retention - Manage a portfolio of strategic accounts representing 10M+ in ARR. - Drive Net Revenue Retention (NRR) growth through upsell, cross-sell, and renewal strategies. - Partner with Sales, Professional Services, Value Realization Services and Product teams to identify growth opportunities within your accounts. AI, Automation & Platform Adoption - Lead customer transformation initiatives by driving adoption of AI features, such as Co-Pilot, Auto Summary, virtual agents, bots and IVR automation. - Educate and consult customers on how to leverage existing products and introduce innovations utilizing AI and advanced analytics. - Align platform usage with key customer KPIs including improved call deflection and enhanced agent efficiency, ensuring tangible value realization from every NiCE solution implemented. Strategic Account Planning & Internal Leadership - Develop and execute strategic account plans in partnership with the Account Director / Executive with clear goals, timelines, and success criteria. - Lead matrixed internal teams (TAMs, DSEs, SMEs, COE, etc) to deliver world-class service and value realization. - Escalate, resolve, and communicate client risks, blockers, and feedback to relevant NICE stakeholders. - Stay current with industry and CX trends, Contact Center Transformation and AI and serve as a strategic voice of the customer to inform product innovation. Key Performance Indicators (KPIs): - Customer NPS: Improve Net Promoter Score through consistent, responsive client engagement and delivery excellence. - Net Revenue Retention (NRR): Increase account value through successful renewals and solution expansion. - AI & Feature Adoption: Drive usage and measurable business value through the use of automation, bots and AI tools. Have you got what it takes? Education & Experience: - Bachelor’s degree in Business, IT, or a related field required; MBA preferred. - 10+ years of experience in Customer Success, Account Management, or Professional Services within SaaS or CCaaS. - 5+ years of experience with NICE CXone or comparable platforms (Genesys, Five9, Talkdesk, etc.).  - Proven success managing large, strategic enterprise clients with global footprints. Skills & Competencies: - Expertise in contact center operations, cloud migration, and AI/automation adoption. - Strong understanding of NICE CXone architecture, tools (ACD, WFO, WEM, Enlighten AI, Analytics), and integration frameworks. - Excellent stakeholder management, communication, and presentation skills—comfortable engaging with C-suite. - Analytical thinker with experience using Salesforce, reporting dashboards, and strategic planning frameworks. - Demonstrated ability to lead through influence in matrixed environments and manage multiple competing priorities. Travel Requirements: Up to 25%, including key customer meetings, strategy sessions, and industry events. 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! 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.​ 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.

You will be responsible for the AML Sales Strategy for the Americas region and drive the AML business, pipeline, and booking. Function as the AML SME for the Actimize Direct Sales team as well as our Customers and Prospects. | 10+ years of experience in Financial Crime/AML at a Financial Institution, Software Vendor, or industry consulting roles is required. Experience in selling or implementing enterprise application software solutions, particularly in compliance and operational risk departments, is ideal. | 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? Actimize is currently seeking a dynamic individual with high energy and drive to join our team as a AML Solution Sales Overlay Professional. The primary goal is to empower our sales force with the offering, messaging, insights, and expertise they need to consistently win and create lasting customer relationships. You’ll also analyze market trends, customer needs, and competitive landscapes to develop forward-thinking sales approaches. Additionally, you’ll enable the sales team with a value-based selling approach that is scalable, consistent and competitive while also supporting our customers and sales partners as a AML SME. How will you make an impact? You will be responsible for the AML Sales Strategy for the Americas>region and drive the AML business, pipeline and booking. Function as the AML SME for the Actimize Direct Sales team as well as our Customers and Prospects Liaise with internal Actimize teams (Product, services, SMEs) to identify industry trends, identify new offerings and align sales strategy/sales campaigns. Understanding the market and our customer’s focus and needs to drive the Actimize AML Strategy for Americas Have you got what it takes? 10+ years of Experience in Financial Crime/AML at a Financial Institution, Software Vendor or industry consulting roles Experience in selling or implementing enterprise application software solutions (application plus services). Ideally payment processing solutions to compliance/operational risk departments in the brokerage/banking/insurance industries. Experience selling complex software with a long sales cycle Ability to position the Company, its products and services in the marketplace vis-à-vis competitor. Familiar with revenue recognition Contract negotiation skills and experience Excellent communication (written/presentation) and interpersonal skills Proactive and customer-focused You will have an advantage if you also have: Experience/knowledge of Actimize solutions. Experience selling or implementing AML/Fraud products is a plus What’s in it for you? Learn more about the Benefits at NICE (Link which we will land up on benefits section 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! About NICE Actimize: NICE Actimize is the largest and broadest provider of financial crime, risk, and compliance solutions for regional and global financial institutions, as well as government regulators. Consistently ranked as number one in the space, NICE Actimize experts apply innovative technology to protect institutions and safeguard consumers’ and investors’ assets by identifying financial crime, preventing fraud, and providing regulatory compliance. Requisition ID: 8472 Reporting into: VP, Solutions Sales 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.

Lead strategic account engagement and customer success for enterprise clients, driving AI platform adoption, revenue growth, and cross-functional collaboration. | Bachelor's degree, 10+ years in SaaS Customer Success or Account Management, 5+ years with NICE CXone or similar, experience managing large strategic enterprise clients, and strong stakeholder communication skills. | So, what's the role all about? As a Director of Customer Success, you will lead strategic account engagement across a portfolio of top-tier enterprise clients. Your mission: deliver measurable value, accelerate adoption of our cloud-native, AI powered platform and drive long-term customer success and growth. You'll act as a trusted advisor to C-level stakeholders, aligning our innovative capabilities to customer business goals while orchestrating cross-functional teams to deliver exceptional service, seamless delivery and tangible results. How will you make an impact? Customer Success & Relationship Leadership - Build strong, enduring relationships with senior client executives, becoming a key strategic partner and advocate for the customer. - Champion the full post-sale customer lifecycle-onboarding, adoption, optimization, and renewal-focused on delivering value realization. - Conduct Executive Business Reviews (EBRs) and establish measurable success plans that directly tie platform usage to business outcomes. - Maintain high Customer Satisfaction and Loyalty (CSAT, NPS) through proactive engagement and fast issue resolution. Growth, Expansion & Retention - Manage a portfolio of strategic accounts representing 10M+ in ARR. - Drive Net Revenue Retention (NRR) growth through upsell, cross-sell, and renewal strategies. - Partner with Sales, Professional Services, Value Realization Services and Product teams to identify growth opportunities within your accounts. AI, Automation & Platform Adoption - Lead customer transformation initiatives by driving adoption of AI features, such as Co-Pilot, Auto Summary, virtual agents, bots and IVR automation. - Educate and consult customers on how to leverage existing products and introduce innovations utilizing AI and advanced analytics. - Align platform usage with key customer KPIs including improved call deflection and enhanced agent efficiency, ensuring tangible value realization from every NiCE solution implemented. Strategic Account Planning & Internal Leadership - Develop and execute strategic account plans in partnership with the Account Director / Executive with clear goals, timelines, and success criteria. - Lead matrixed internal teams (TAMs, DSEs, SMEs, COE, etc) to deliver world-class service and value realization. - Escalate, resolve, and communicate client risks, blockers, and feedback to relevant NICE stakeholders. - Stay current with industry and CX trends, Contact Center Transformation and AI and serve as a strategic voice of the customer to inform product innovation. Key Performance Indicators (KPIs): - Customer NPS: Improve Net Promoter Score through consistent, responsive client engagement and delivery excellence. - Net Revenue Retention (NRR): Increase account value through successful renewals and solution expansion. - AI & Feature Adoption: Drive usage and measurable business value through the use of automation, bots and AI tools. Have you got what it takes? Education & Experience: - Bachelor's degree in Business, IT, or a related field required; MBA preferred. - 10+ years of experience in Customer Success, Account Management, or Professional Services within SaaS or CCaaS. - 5+ years of experience with NICE CXone or comparable platforms (Genesys, Five9, Talkdesk, etc.). - Proven success managing large, strategic enterprise clients with global footprints. Skills & Competencies: - Expertise in contact center operations, cloud migration, and AI/automation adoption. - Strong understanding of NICE CXone architecture, tools (ACD, WFO, WEM, Enlighten AI, Analytics), and integration frameworks. - Excellent stakeholder management, communication, and presentation skills-comfortable engaging with C-suite. - Analytical thinker with experience using Salesforce, reporting dashboards, and strategic planning frameworks. - Demonstrated ability to lead through influence in matrixed environments and manage multiple competing priorities. Travel Requirements: Up to 25%, including key customer meetings, strategy sessions, and industry events. 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! 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.

The Senior Implementation Engineer will work collaboratively with clients to implement NICE products, ensuring that client needs are accurately scoped and expectations are met according to the Statement of Work. This role involves managing multiple projects, conducting business analysis, and providing strategic recommendations to clients. | Candidates should have a BA/BS degree or equivalent experience, with at least 5 years in customer-facing roles and 3 years of hands-on experience with NICE portals or similar platforms. Strong project management skills, excellent communication abilities, and technical acumen are essential for success in this role. | 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. 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! 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.

Manage daily FraudDESK operations and team, lead and mentor analysts, ensure SLA compliance, maintain customer relationships, and improve fraud detection processes. | 10+ years recent financial services fraud prevention and management experience, BA degree, management experience, knowledge of financial crimes and AML, strong communication and leadership skills. | 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? Xceed NICE Actimize is seeking a Lead Fraud Analyst, FraudDESK, that will be part of a dynamic team that delivers fraud expertise for our fraud prevention managed service – FraudDESK. You will be responsible for the day-to-day FraudDESK operations. You will actively support our banking customer’s fraud prevention efforts by managing a group of analysts using Xceed NICE Actimize solutions to monitor and investigate suspicious activities for online banking, mobile banking, and other payment technologies. You will manage the FraudDESK team and interact directly with our customers to communicate and collaborate on resolving fraud cases. The position reports to the Director, FraudDESK. How will you make an impact? Manage the daily operations of FraudDESK and the staff Develop, gather, and track the team’s performance Lead, coach, mentor, and champion team members to grow in their careers Ensure all customer SLAs are met Onboard all new FraudDESK customers and establish SLA’s Maintain relationships with our FraudDESK customers Manage FraudDESK workflow (SLA’s, staff shifts, PTO) Identify and communicate training and development opportunities for the team Support team on fraud analysis, documentation, and fraud detection Continuous review and improvement of operational processes Provide outstanding performance and customer excellence Collaborate, problem solve and work to contribute to the growth of the service Leverage and enhance existing tools and processes to enable a more effective approach on fraud detection Demonstrate strong client communication and service skills with a “here to help” approach Maintain confidentiality concerning all information and projects/assignments Maintain integrity, objectivity, and discretion in the performance of duties Subject matter Expert for Fraud Have you got what it takes? BA Degree and a minimum of 10+ years of recent experience within financial services industry in fraud prevention, fraud detection and/or fraud investigations Previous management experience necessary. Minimum of 10+ years of recent management experience Professional certification desirable (e.g., CFE, CFCI) Comprehensive knowledge of financial crimes, specifically in online banking Knowledge of AML processes Strong understanding of fraud operations and processes Strong customer service skills Ability to multitask by carrying a diverse and complex workload Ability to work independently. Must be a self-sufficient and initiative-taker. Strong collaborator with leadership traits Demonstrated proficiency with Microsoft office, specifically Excel and Outlook Understanding of prosecution guidelines, privacy laws, FFIEC, and regulations related to financial crimes Strong communication and critical thinking skills 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! About NICE Actimize: NICE Actimize is the largest and broadest provider of financial crime, risk, and compliance solutions for regional and global financial institutions, as well as government regulators. Consistently ranked as number one in the space, NICE Actimize experts apply innovative technology to protect institutions and safeguard consumers’ and investors’ assets by identifying financial crime, preventing fraud, and providing regulatory compliance. Requisition ID: 8060 Reporting into: Director, Business Analysis, Actimize 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.