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Tier-1 brand, mid-level generalist title, metro location, and hybrid remote amplify competition.
Role requires contact-center WFM/CCaaS domain experience, making cross-industry transferability low.
Explicit 5+ years, domain-specific WFM/CCaaS experience and product expertise make filters stringent.
Own the successful delivery of contact center performance improvements using NiCE solutions, ensuring high customer satisfaction and ROI.
Provide expert application design guidance and best practice recommendations in Workforce Engagement Management, CCaaS, or Digital/AI domains to steer transformation and adoption.
Build and maintain strategic, long-term customer relationships; collaborate with business consultants and NiCE teams to align strategies and identify additional solution opportunities.
5+ years total work experience with at least 3 years supporting contact center environments with Workforce Management, Quality, and Analytics.
Deep and broad domain expertise in WFM, Quality and Analytics solutions; experience with NiCE WFM, Nexidia, and QC is a plus.
Excellent verbal, written communication, and presentation skills mandatory.
Work Location: Hybrid NiCE-FLEX model (2 days office, 3 days remote); no other strict location requirements explicitly mentioned.
Experienced in independently managing complex projects involving multiple stakeholders within contact center technology deployments.
Strong subject matter expert in contact center operational performance improvement, able to provide thought leadership and strategic partnership.
Comfortable in multi-industry environments and able to generate business development and repeat opportunities through credibility and delivery excellence.