{"id":2057096,"url":"https://alion.io/job/nice-senior-technical-account-manager-6","title":"Senior Technical Account Manager","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":86,"open_postings":23,"ghost_share":0,"stale_share":0.348,"repost_share":0.043,"time_to_fill_p50_days":60,"computed_at":"2026-10-13T05:45:00Z"}},"role":"Solutions","role_family":"Solutions","seniority":"senior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":116000,"max_usd":227000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":824},"experience_years_min":10,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"SQL","optional":false},{"name":"TCP/IP","optional":false}],"status":"live","first_seen_at":"2026-10-07T21:44:13Z","employer_posted_date":"2026-10-07","last_verified_at":"2026-10-13T17:25:20Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"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.\nSenior Technical Account Manager\nLocation: Remote, USA\nSo, what’s the role all about?\nAs a Senior Technical Account Manager (TAM) at NiCE, you will serve as a trusted technical advisor and advocate for some of our most complex CXone customers. You will begin engaging with customers prior to go-live and maintain ownership of the relationship throughout their journey, helping ensure they successfully adopt, optimize, and realize value from their CXone solutions.\nYou will combine strategic account management with advanced technical problem-solving, working closely with customers to understand their contact center environments, resolve complex challenges, prevent escalations, and identify opportunities to improve their overall experience. Internally, you will partner across Technical Support, Professional Services, Product Management, Engineering, Sales, and other teams to drive customer outcomes.\nAs a senior member of the TAM organization, you will also serve as a technical and customer-management leader, mentoring other TAMs, sharing best practices, and helping improve processes across the organization.\nHow will you make an impact?\nServe as the primary point of contact and trusted advisor for assigned strategic and complex customer accounts.\nBuild strong customer relationships through regular engagement focused on business objectives, technical environments, open issues, product usage, and opportunities for improvement.\nLead customers through go-live preparation and help establish confidence and success as they transition into production.\nTake ownership of complex technical issues and customer escalations, coordinating resources across Technical Support, Professional Services, Product Management, Engineering, and other teams through resolution.\nPerform advanced troubleshooting and technical triage while helping customers navigate complex contact center and CXone environments.\nEnsure customer issues, cases, and requests progress appropriately and remain within established SLA and OLA expectations.\nMaintain a deep understanding of each customer's technical environment and business objectives to proactively identify needs, risks, and opportunities.\nDrive customer satisfaction, retention, adoption, and referenceability across assigned accounts.\nDevelop and deliver customized customer presentations demonstrating product usage, realized value, achievements, opportunities, and recommended next steps.\nProvide technical and product training that enables customers to maximize the value of their NiCE CXone investment.\nCommunicate confidently and professionally with technical, business, and executive stakeholders, including during high-pressure or escalated situations.\nIdentify potential escalations early and coordinate the appropriate internal resources to prevent or resolve them.\nDevelop business cases that clearly define customer challenges, business impact, proposed solutions, and expected outcomes.\nMaintain accurate and timely customer, account, activity, and case information within CRM systems.\nCapture and share technical knowledge, best practices, and repeatable solutions through knowledge-base content and internal training.\nMentor and coach TAMs and other team members in technical troubleshooting, customer management, escalation handling, and best practices.\nServe as a subject matter expert across multiple technical areas and help develop technical capabilities across the broader TAM organization.\nPartner with Product and Engineering teams to communicate customer feedback, product issues, and enhancement opportunities.\nIdentify and lead projects and initiatives that improve processes, customer experience, operational efficiency, and overall team performance.\nServe as a resource for struggling or escalated accounts and help develop strategies that return those customers to successful outcomes.\nWork primarily during customers' core business hours, with occasional extended or after-hours support as customer needs require.\nTravel up to 25% for customer meetings, site visits, and company events.\nHave you got what it takes?\nBachelor's degree in Computer Science, Business Information Systems, a related field, or equivalent professional experience.\n10+ years of experience in technical services, software, telecommunications, customer service, contact center technology, and/or service delivery.\nDemonstrated success managing complex customer relationships in technical environments.\nStrong technical problem-solving, analytical, triage, and advanced troubleshooting skills.\nWorking technical knowledge of contact center software, architecture, design, and functionality.\nExperience resolving complex and high-impact technical and customer issues.\nExcellent written and verbal communication skills, with the ability to communicate effectively with both technical and business audiences.\nStrong customer-service orientation and the ability to establish trusted-advisor relationships.\nAbility to communicate calmly, confidently, and professionally during escalations and other high-pressure customer situations.\nExperience working cross-functionally with technical and business teams to drive issues through resolution.\nAbility to manage multiple priorities and customer needs in a fast-paced environment.\nDemonstrated ability to work independently, exercise sound professional judgment, and drive projects through completion.\nExperience communicating technical and functional concepts while maintaining strong business relationships.\nStrong understanding of contact center operations, KPIs, and industry best practices.\nAbility to train, mentor, present, and share technical knowledge effectively with customers and colleagues.\nProficiency with Microsoft Office applications and experience maintaining customer information within CRM systems.\nYou will have an advantage if you also have:\nExperience with NiCE CXone or similar cloud contact center/CCaaS platforms.\nAdvanced knowledge of telecommunications, contact center, and IP telephony technologies.\nTCP/IP networking knowledge and experience with internet and network fundamentals.\nExperience with VoIP technologies and SIP signaling.\nUnderstanding of network topology and telecommunications architecture, including PBX and carrier environments.\nKnowledge of telecom circuits and associated technologies.\nExperience with databases, SQL concepts, and scripting.\nUnderstanding of software engineering, integrations, programming concepts, and/or database technologies.\nExperience serving as a technical subject matter expert, mentor, trainer, or escalation resource.\nExperience presenting or delivering technical training to large audiences.\nA highly analytical, inquisitive, collaborative, service-oriented mindset with an interest in emerging technologies.\nWhat’s in it for you?\nJoin an ever-growing, market-disrupting global company where teams work collaboratively to build innovative solutions and deliver exceptional experiences for our customers. You'll have the opportunity to work with leading contact center technology, partner with strategic customers, solve complex business and technical challenges, and influence how we continue improving our products and customer experience.\nEnjoy NiCE-FLEX!\nAt NiCE, we work according to the NiCE-FLEX model, which enables maximum flexibility: two days working from the office and three days of remote work each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation and new ideas.\nFor this remote position, work arrangements will be aligned with the requirements of the role and assigned customers.\nAbout NiCE\nNiCE is a global leader in AI-powered customer experience solutions, helping organizations of all sizes deliver extraordinary customer experiences, improve operational efficiency, and drive better business outcomes.\nKnown for innovation and a people-first culture, NiCE empowers organizations around the world through industry-leading technology while providing employees opportunities to learn, grow, and make an impact.\nNiCE is an equal opportunity employer. We are committed to creating an inclusive workplace and providing equal employment opportunities to all qualified applicants and employees without regard to legally protected characteristics.\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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