Solutions Engineer (NICE CXone) (U.S Only - Remote)

Allshore Talent • Salt Lake City, UT

6d • Remote

About The Position

Condado is hiring a client-facing NICE CXone specialist to take ownership of implementation and managed-service engagements. This role is focused on client interaction, translating needs into requirements, managing offshore development teams, and ensuring client satisfaction, rather than hands-on development. The ideal candidate will be able to credibly answer technical questions about NICE CXone, manage expectations effectively, and view each engagement as an opportunity to build relationships.

Requirements

• Deep, hands-on experience with NICE CXone / NICE CXone Studio — ideally including builds involving APIs, voice, SMS/text, email, digital channels, dialer, ASR/AI (e.g., Omilia), and related integrations.
• Prior experience in a project management, implementation, or consulting capacity within a CCaaS/UCaaS or CX platform environment.
• Comfortable being the "smart PM" — technical enough to be credible with engineers and clients, but focused on delivery, communication, and relationship management rather than writing code full-time.
• Native or near-native English fluency and strong client-facing communication skills (this is a front-facing, white-glove role by design).
• Experience working with or managing offshore/distributed development teams.
• Comfortable managing multiple concurrent implementations and managed-service accounts.

Nice To Haves

• Prior experience specifically in a "Consulting Engineer," "Solutions Engineer," or "CX Transformation Consultant" type role.
• Experience with enterprise-level accounts and multi-year, multi-phase or international rollouts.
• API integration experience with platforms like Salesforce, ServiceNow, or Fiserv.
• Familiarity with SQL, JavaScript, and HTML is a plus.
• Experience with additional CCaaS platforms (Five9, Genesys, Zoom CX) is a plus but not required — NICE CXone expertise is the priority.

Responsibilities

• Own client relationships for assigned implementation and managed-service accounts, serving as the primary point of contact and technical credibility for the client.
• Run discovery and requirements gathering: lead kickoff calls, document workbooks and call flows, and translate business needs into buildable specs.
• Direct and QA offshore development resources: hand off requirements to build teams, hold them accountable to timelines, and spot-check work before it goes to the client.
• Manage the implementation lifecycle end-to-end — from discovery through testing, client UAT, troubleshooting, and go-live.
• Provide managed services support for existing NICE CXone customers, handling day-to-day requests, enhancements, and issue resolution.
• Act as a technical buffer on client calls — present confidently, understand the platform deeply enough to speak to it live, and loop in specialists (developers, architects) as needed.
• Identify upsell and cross-sell opportunities by staying closely engaged with the client and understanding their broader technology roadmap.
• Partner with internal build/engineering leads (platform engineers/architects) on more complex technical designs, while retaining ownership of the client relationship and delivery outcome.

Benefits

• Clear growth path: strong performers naturally move toward account growth, upsell ownership, and eventually people/team leadership.
• White-glove, relationship-first culture — you're empowered to own outcomes, not just execute tickets.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed