{"id":2704321,"url":"https://alion.io/job/nice-quote-desk-support-analyst","title":"Quote Desk Support Analyst","company":{"id":6234,"name":"NICE","domain":"nice.com","url":"https://alion.io/company/nice","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":90,"open_postings":24,"ghost_share":0,"stale_share":0.417,"repost_share":0,"time_to_fill_p50_days":59,"computed_at":"2026-10-16T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Manila, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":12500,"max_usd":33000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":721},"experience_years_min":6,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Copilot","optional":false},{"name":"Microsoft Excel","optional":false},{"name":"Power BI","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-10-16T08:18:49Z","employer_posted_date":"2026-10-16","last_verified_at":"2026-10-16T16:23:46Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"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.\nSo, what’s the role all about?\nThe Quote Desk Support Analyst creates accurate, timely and compliant quotes in Salesforce CPQ in close collaboration with Account Executives (AEs). Quotes must follow internal pricing and approval policies and reflect customer requirements provided by Sales. AEs retain commercial ownership of their deals, while the Analyst is responsible for executing assigned quote requests accurately and efficiently. The role supports new business, amendments, renewal quote creation, partner and demo quotes, and zero-dollar quotes for account management and standalone service changes. It acts as first-line support for CPQ-related quoting questions, helps troubleshoot issues, and works with stakeholders to reduce time-to-quote and improve the seller experience. The Analyst also contributes to knowledge management, operational reporting, process improvement and the adoption of approved AI tools and automation. The function aims to improve quote turnaround time, reduce recurring Sales support cases and strengthen the CPQ quoting process.\nHow will you make an impact?\nQuote Creation and Sales Support\nBuild accurate and compliant renewal and zero-dollar quote. Support new business, amendment, renewal, partner, demo and zero-dollar quotes in Salesforce CPQ based on approved\nSupport AEs and Partner Executives with product configuration, SKU selection, pricing, custom terms and quote-related approvals.\nSupport AE and TAMs with zero-dollar quotes and standalone services change requests.\nWork with Sales to resolve quoting issues and maintain quote momentum, particularly at month[1]end and quarter-end.\nCPQ Troubleshooting and Issue Resolution\nAct as the first point of contact for quote-related CPQ questions and issues.\nInvestigate missing SKUs, product dependencies, pricing discrepancies, quote errors and\napproval issues.\nPerform initial root cause analysis, document findings and escalate system defects or complex\nissues to the CPQ Admin and relevant product teams.\nIdentify repeat issues and recommend fixes that reduce rework and Sales support demand.\nOperational Execution and SLA Management\nManage assigned requests against agreed service levels, turnaround targets and quality.\nPrioritise work according to urgency, business impact and seller requirements, and provide clear\nstatus updates.\nMaintain accurate case records and support reporting on quote volumes, turnaround times, errors\nand escalations.\nProvide reliable coverage for International Sales across APAC and EMEA; shift work will be\nProcess Improvement and Knowledge Management\nCreate and maintain quote templates, checklists, process guides and knowledge articles.\nIdentify manual steps, recurring errors and opportunities to simplify quoting workflows.\nProduce Salesforce reports and dashboards to highlight performance trends and improvement.\nSupport seller enablement and quote clinics to improve CPQ knowledge and self-service.\nAI and Automation\nUse approved AI tools for knowledge retrieval, case triage, documentation and other appropriate quoting support activities.\nIdentify repetitive activities suitable for AI assistance or workflow automation.\nSupport testing and improvement of AI-assisted seller self-service and quoting support solutions.\nCheck AI-generated outputs for accuracy, confidentiality and policy compliance before relying on\nCross-Functional Collaboration\nWork with Sales, CPQ, Product, Finance, Legal, Billing, TAM and Operations to resolve quoting and downstream issues.\nCommunicate requirements, blockers, actions and expected timelines clearly to stakeholders.\nSupport ad-hoc projects and operational analysis as required.\nTo land this gig you need:\n6+ years of relevant experience in Sales Operations, quoting, Deal Desk or commercial support.\nAt least one year of hands-on Salesforce and Salesforce CPQ experience.\nGood understanding of the sales deal cycle and quote-to-cash processes, including pricing,\napprovals, booking and billing.\nKnowledge of SaaS or CCaaS subscriptions and licensing models, including AI-enabled products.\nStrong problem-solving skills and ability to investigate quote and system issues.\nProficiency in Microsoft Excel, including pivot tables, and familiarity with Salesforce reporting.\nAbility to prepare clear process documentation, templates and guidance materials.\nExcellent written and verbal communication and a service-oriented approach to Sales.\nAbility to manage competing priorities, meet SLAs and maintain high attention to detail.\nAbility to interpret and follow policies and procedures and work effectively across teams.\nInterest in applying AI and automation to improve productivity and processes.\nBonus Experience:\nTroubleshooting Salesforce CPQ product rules, SKU dependencies, pricing rules or approvals.\nBuilding operational dashboards and reporting in Salesforce or Power BI.\nDeveloping knowledge bases, process guides, training materials or standard templates.\nUsing Microsoft Copilot or other approved AI tools for workflow improvement.\nSupporting operational improvement or automation initiatives\nRequisition ID: 11866\nReporting into: Director\nRole Type: Individual Contributor\n About NiCE\nNICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions. \nKnown as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries. \nNiCE is proud to be an equal opportunity employer. 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