Senior Customer Service Engineer
Remote · United States
Job Summary
Senior-level Customer Success Engineer responsible for delivering world-class service and support to NiCE customers. Build and maintain strong customer relationships, act as a trusted technical resource, perform triage and troubleshooting, and collaborate with cross-functional teams (Technical Support, Professional Services, Product Management, Engineering) to ensure issues progress to resolution within SLAs. Develop in-depth knowledge of NiCE products, telecommunications and contact center technologies, understand each customer's contact center environment and business objectives, monitor usage and realized benefits, and identify opportunities for continued customer success. Requires strong communication across multiple teams, hands-on technical guidance, and a focus on maximizing customer value throughout the lifecycle.
Required Qualifications
- 5+ years of college education or equivalent professional work experience.
- 5+ years of customer service experience supporting software solutions.
- 5+ years of contact center industry experience.
- Demonstrated experience working collaboratively within a team environment and contributing to overall organizational success.
- Strong understanding of contact center operations, business processes, and supporting software technologies.
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