Professional Services Engineer (Partner Success & Program Manager)

As a Professional Services Engineer (PSPM), you’ll be the strategic lead and trusted advisor for our Resell and Independent Certified Implementation Partners (ICIPs). This role blends relationship management, technical expertise, and project/program leadership to drive long-term partner success and accelerate business outcomes for both partners and their customers. 

You’ll own end-to-end delivery oversight, provide proactive support, and ensure partners are equipped to deliver world-class implementations of NICE’s solutions. From technical troubleshooting to strategic alignment, you’ll be the single point of accountability for assigned partners’ growth and satisfaction. 

What You’ll Do 

Partner Management & Success 

• Serve as the primary point of contact and advocate for assigned partners.
• Build and maintain strong executive-level relationships to influence success at all organizational levels.
• Lead regular strategic and operational meetings: status updates, QBRs, roadmap alignment, and performance reviews.
• Ensure fulfillment of contractual commitments, SLA adherence, and partner enablement across NICE solutions.
• Proactively identify growth opportunities and areas for improvement in partner delivery performance. 

Program & Project Leadership 

• Oversee end-to-end implementation and service delivery across multiple concurrent partner projects.
• Collaborate cross-functionally with Sales, Product, Engineering, Customer Care, and Technical Support to resolve issues.
• Act as the escalation point for partner delivery risks, customer complaints, and internal bottlenecks.
• Ensure accurate forecasting and tracking of partner implementations using NICE systems and tools. 

Technical Advisory & Enablement 

• Provide Level 2 support and technical guidance on NICE’s product suite and integrations (CRMs, telephony, ACD, WFM/QM, Analytics, Advanced Digital, IVA, Voice Bio,etc).
• Lead partner training and certification onboarding programs.
• Assist in architecture design, configuration, and troubleshooting efforts.
• Drive best practices through implementation audits, walkthroughs, and hands-on support.
• Monitor partner billing accuracy, identify variances, and manage credit issuance and contract alignment. 

Advocacy & Continuous Improvement 

• Actively contribute to the development and refinement of partner programs, tooling, and enablement assets.
• Lead internal discussions to influence product evolution based on partner feedback and real-world use cases.
• Engage in risk mitigation efforts and serve as a partner escalation prevention expert.
• Create and maintain knowledge-sharing materials for internal and partner education. 

What You Bring 

• 6+ years in partner management, customer success, or project/program management roles.
• Deep knowledge of contact center technologies, enterprise SaaS, or CX platforms.
• Experience with both technical product support and strategic relationship building.
• Proven success managing high-volume, complex projects and partner portfolios.
• Strong communication and presentation skills — comfortable engaging both technical teams and executive stakeholders.
• Demonstrated ability to drive process improvements and build scalable partner programs.
• Proficiency in interpreting contracts, billing details, and delivering accurate forecasts. 

Preferred Qualifications 

• Bachelor’s degree in Business, Technology, or related field (MBA is a plus).
• In-depth knowledge of NICE CXone and related products.
• Background in professional services, solution architecture, or contact center operations.
• Experience with PSA, Salesforce, or similar systems. 

Why Join NICE? 

• Work with innovative, market-leading CX technology.
• Collaborate with some of the most strategic partners in the industry.
• Shape the future of NICE’s partner program with direct impact and visibility.
• Competitive compensation, benefits, and opportunities for advancement.