Partner Value Solution Engineer

So, what’s the role all about?

The NiCE Partner Value Solution Engineer is apart of the excellence team that is dedicated to empowering NiCE's partner ecosystem to confidently position, sell, and deliver NiCE solutions. As a key member of this team, you will serve as the expert technical bridge between NiCE and its partners, equipping them with the knowledge, tools, and assets needed to create differentiated customer outcomes. You will act as a trusted technical go-to-market advisor, guiding partners from supported consumers of NiCE technology into self-sufficient, high-performing advocates.

This is a multifaceted role that spans sales engineering, technical enablement, technical account management, and services, all united by a single goal: increasing revenue and win rates by making partners effective at selling and delivering NiCE solutions. A core focus of this position is owning partner readiness across NiCE's AI portfolio, including conversational AI, virtual agents, agent assist, automation, and AI-driven customer experience use cases. You will equip partners with the skills and knowledge to translate customer business problems into concrete AI solution designs, guiding them through discovery, use-case qualification, success criteria definition, demo flows, proof-of-value and pilot execution, and the development of measurable outcome narratives.

In addition, you will provide expert guidance on AI architecture, integrations, data requirements, model behavior, governance, and responsible AI considerations, ensuring partners can confidently design and position solutions that are technically sound and ethically grounded.

Qualifications

• Experience with AI, conversational AI, virtual agents, agent assist, or automation in CX/contact center environments
• The ability to translate business outcomes into AI use cases and success criteria
• Working knowledge of LLMs, generative AI, AI orchestration, integrations, and responsible AI principles; and experience supporting AI PoVs, pilots, or customer validation motions.

Key Responsibilities

Sales Engineering: You will lead technical discovery engagements with partners, mapping customer requirements to joint solutions and NiCE's CCaaS/AI capabilities. You'll support tailored demos and proof-of-concept (POC) engagements that highlight integrated partner–vendor value, and serve as the technical trusted advisor helping partners shape architectures, proposals, and ROI narratives that win deals.

• Increase partner revenue and win rates by making partners effective at selling and delivering NiCE solutions
• Qualify AI use cases based on business value, technical feasibility, data readiness, and measurable outcomes.
• Support AI-focused demos and PoVs that show business impact, not just capability.
• Lead technical discovery sessions with partners
• Map partner and customer requirements to joint solutions and CCaaS/AI capabilities
• Support tailored demos that showcase integrated partner–vendor value rather than standalone features
• Support proof-of-concept (POC) engagements with partners
• Act as the technical trusted advisor to partner teams
• Help acquire / validate architectures for customer solutions
• Assist in crafting ROI stories that demonstrate joint solution value

Technical Enablement: You will build and deliver repeatable technical enablement programs to ramp partner SEs and solution architects. This includes maintaining partner-facing assets such as reference architectures, integration guides, and battlecards in the partner portal. You'll run ongoing readiness programs, webinars, office hours, and 30–60–90 day plans, to keep partners current on product updates, roadmap direction, and best practices.

• Make partners as self-sufficient and effective as the NiCE SE team
• Build AI-specific enablement around conversational design, prompt/design patterns, use-case discovery, PoV execution, responsible AI, and outcome measurement.
• Track partner feedback on AI capabilities, implementation friction, model behavior, integration gaps, and roadmap needs.
• Help partners understand release impacts tied to AI features, model updates, data dependencies, and governance.
• Includes building reusable demo scripts, talk tracks, objection handling, and competitive positioning.
• Ensure partner enablement stays aligned with the account team's strategy
• Build repeatable technical enablement programs for partner SEs and architects
• Deliver enablement to ramp new partner technical staff
• Support competitive differentiators for partner teams
• Keep partners current on product updates and new features
• Keep partners aligned with the NiCE product roadmap
• Share best practices across the partner ecosystem

Technical Account Management: You will own the end-to-end technical relationship with key partners, managing integration patterns, release impact assessments, and escalation paths. You'll coordinate with Product and R&D to surface partner-driven requirements and influence the product roadmap. You'll also govern architecture, security, and performance standards across partner solutions to ensure they meet joint quality benchmarks.

• Ensure NiCE technology reliably delivers business value for customers
• Manage integration patterns across partner solutions
• Assess and communicate release impact to partners
• Assist in escalation paths for technical issues
• Coordinate with Product and R&D teams on partner-driven requirements
• Manage and track technical feedback from partners
• Influence the NiCE product roadmap based on partner input

Services: You will support scoping of services for partner-led implementations, including estimates, SOW inputs, and responsibilities matrices. You'll provide architectural oversight on complex deployments to ensure technical deliverability of what was sold, and capture lessons learned to feed back into patterns, templates, and future partner enablement.

• Support validation of services for partner-led implementations
• Provide architectural oversight on complex partner deployments
• Conduct advisory reviews on challenging implementation scenarios
• Capture lessons learned from completed partner engagements
• Feed lessons learned back into patterns and templates

Mission & Purpose

• Empower the partner ecosystem to confidently position, sell, and deliver NiCE solutions
• Provide expert support, enablement, and collaboration that showcases the full value of the platform
• Equip partners with the knowledge, tools, and assets needed to create differentiated customer outcomes
• Serve as a trusted technical go-to-market advisor for partners on strategic opportunities and joint offerings
• Drive ongoing enablement to transition partners from supported consumers to self-sufficient advocates

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: 11607
Reporting into: Director of Presales
Role Type: Individual Contributor