Presales Engineer - Contact Center Solutions

Sutherland

3d

About The Position

A NiCE Solution Engineer will play a pivotal role in leading the functional and technical sales process with a focus on NiCE’s Recording and Quality Management solutions. Through discovery, requirements gathering, validation, and demonstration, the Solution Engineer will connect customer needs to tailored solutions. They will be a trusted advisor capable of articulating the value of NiCE’s Workforce Augmentation solutions to both business and technical stakeholders.

Requirements

• 5+ years of experience supporting multiple software products and services in complex account environments.
• 3+ years of experience in supporting Recording and/or Quality Management solutions within enterprise accounts.
• Excellent skills in delivering presentations and customized demonstrations.
• Proven track record of driving strategic deal wins.
• Ability to manage multiple intricate sales opportunities at once.
• Strong communication skills to connect with C-level executives and frontline employees alike.
• Familiarity with different types of ACDs, PBXs, and their integration requirements.
• Solid understanding of network protocols, compliance standards, and cloud security practices.
• Foundational understanding of AI and Generative AI concepts, including LLMs, supervised/unsupervised modeling, and speech/text analytics.
• Experience or knowledge of Workforce Engagement Management (WEM), CCaaS, and Customer Experience (CX) solutions.
• Familiarity with a full suite of SaaS product offerings.
• Certifications or hands-on knowledge of cloud platforms like AWS, Azure, and Google Cloud.
• Experience working with AI‑enabled products or customer intelligence platforms

Responsibilities

• Deliver compelling demonstrations that align NiCE’s Recording and Quality Management solutions with the customer’s unique business challenges.
• Identify and address all functional and technical challenges of assigned accounts.
• Interpret customer requirements with precision and utilize strategic questioning to exceed expectations.
• Educate and influence clients on how NiCE’s solutions deliver superior value, ease of use, and measurable benefits.
• Take the lead in all technical elements of the sales cycle.
• Assist in the creation and execution of successful proof of concepts (POC) to demonstrate solution effectiveness.
• Collaborate closely with account executives and overlay teams, actively contributing to a team-based sales strategy.
• Lead sales enablement sessions to educate internal teams, partners, and customers on Recording, QM, Compliance, and AI innovations.
• Act as a subject‑matter expert (SME) on Recording and QM within larger cross‑portfolio opportunities including WEM, CCaaS, and CX transformations.
• Demonstrate expertise in integrating NiCE solutions with different types of Automatic Call Distributors (ACDs) and Private Branch Exchanges (PBXs).
• Respond to RFIs/RFPs, addressing both functional and technical components with expertise.
• Demonstrate strong understanding of AI and Generative AI concepts, including LLMs, NLU/NLP, speech analytics, summarization engines, and AI‑driven automation.
• Articulate how NiCE’s AI frameworks (e.g., Enlighten AI, GenAI‑powered QM, AI scoring, forecasting intelligence) solve customer challenges.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees