Lead Partner Success Implementation Engineer

Lead Partner Success Implementation Engineer Overview

Join a dynamic team at NICE as a Lead Partner Success Implementation Engineer, where you will play a pivotal role in driving partner success through implementation, readiness, and ongoing product adoption. This position requires a seasoned technical expert who will lead cross-partner escalated troubleshooting, set technical standards, and ensure partners are fully equipped to deploy, configure, and optimize the platform effectively.

Key Responsibilities

• Deliver expert-level technical guidance and troubleshooting support to partner customers following their readiness.
• Champion product enhancements by prioritizing complex partner needs and collaborating with internal engineering and product teams.
• Lead critical support engagements to ensure timely resolutions, conduct root-cause analyses, and optimize platform performance.
• Oversee a portfolio of intricate technical implementation projects for partner customers, focusing on advanced configurations, integrations, deployment architecture, and onboarding strategies.
• Ensure partners comprehend scalable deployment models, technical best practices, and strategies for long-term operational success while enforcing implementation standards.
• Facilitate the transition from implementation to steady-state support by defining readiness criteria and ensuring a smooth handoff for partners and internal teams.
• Act as a liaison between the Technical Account Management (TAM) and Partner Success organizations to ensure technical alignment across partner and customer support efforts.
• Collaborate with Partner Success Managers to evaluate partner maturity, identify technical gaps, and develop scalable adoption plans.
• Communicate product updates, platform changes, and technical insights to partner-facing teams, influencing roadmap alignment and operational excellence.
• Create and disseminate standardized best practices, technical playbooks, and lessons learned across partner accounts.
• Lead internal knowledge-sharing sessions, mentor Implementation Engineers, and enhance the technical capabilities of the Partner Success organization.
• Contribute to the enablement strategy, documentation, and training materials to improve partner readiness and technical proficiency.
• Conduct executive business reviews and represent partner technical needs in strategic planning discussions.

Qualifications

• A minimum of 7 years of experience in implementation engineering, solutions engineering, technical support, or a similar customer-facing technical role.
• Strong skills in diagnosing and resolving complex technical issues related to integrations, APIs, configurations, and deployment environments, including implementing systemic fixes.
• Exceptional communication abilities to convey highly technical concepts to diverse audiences, including executive stakeholders.
• Demonstrated capability to lead technical projects, influence stakeholders, and work effectively across cross-functional teams, often without direct authority.
• Willingness to travel up to 20% regionally, with potential for some international travel to meet partners, attend business reviews, and support regional initiatives.

Benefits

• Opportunity to work in a fast-paced, collaborative, and creative environment within a market-leading company.
• Access to numerous internal career opportunities across various roles, disciplines, domains, and locations.
• Flexible working model allowing for 2 days in the office and 3 days of remote work each week.

Degree Requirement: Not Specified

Visa Sponsorship May be