Lead Partner Success Implementation Engineer

About this role

<div class="content-intro"><p>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.</p></div><p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>So, what’s the role all about?<br></strong></span><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">The Lead Partner Success Implementation Engineer is a lead-level technical expert who plays a strategic role in driving partner success across implementation, readiness, and ongoing product adoption. This role owns advanced technical expertise, leads cross-partner escalated troubleshooting, sets technical standards through enhancement advocacy, and ensures partners are fully enabled to deploy, configure, and optimize the platform at scale.</span></p> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">As a Lead resource, this role drives partner enablement programs, mentors Implementation Engineers, provides technical direction to Partner Success Managers and TAMs, and contributes to operating rhythms, best-practice governance, and technical leadership across the partner ecosystem.</span></p> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>How will you make an impact</strong></span></p> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Technical Advocacy & Product Support</span></p> <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Deliver lead-level technical guidance, troubleshooting, and platform knowledge to partner customers following readiness.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Champion product enhancements, prioritizing complex partner needs and collaborating with internal engineering and product teams.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Lead critical and escalated support engagements to ensure timely resolution, drive root-cause analysis, and deliver optimal platform performance.</span></li> </ul> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Implementation Leadership</span></p> <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Oversee a portfolio of complex technical implementation projects for partner customers, including advanced configuration, integrations, deployment architecture, and onboarding strategies.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Ensure partners understand scalable deployment models, technical best practices, and long-term operational success strategies, and enforce implementation standards.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Guide handoff from implementation to steady-state support by defining readiness criteria and ensuring smooth transition for partners and internal teams.</span></li> </ul> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Cross-Functional Collaboration</span></p> <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Serve as a lead liaison to TAM and Partner Success organizations, ensuring deep technical alignment across partner and customer support motions.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Collaborate with Partner Success Managers to assess partner maturity, identify technical gaps, and build scalable adoption plans.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Communicate product updates, platform changes, and technical insights across partner-facing teams, influencing roadmap alignment and broader operational excellence.</span></li> </ul> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Knowledge Sharing & Best Practices</span></p> <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Create and share standardized best practices, technical playbooks, and lessons learned across partner accounts.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family:…