job description
Join NICE Systems, a global leader in cloud and AI-powered solutions, as a Senior Professional Services Engineer - Customer Success. In this pivotal role, you will drive customer satisfaction by delivering world-class technical expertise, ensuring seamless implementation, and fostering long-term partnerships with enterprise clients across Southeast Asia.
Based in the vibrant and dynamic regions of Bali, Indonesia (Canggu, Ubud, Denpasar, Jimbaran, Nusa Dua, Kuta, or Badung), you will collaborate with cross-functional teams to design, deploy, and optimize NICE’s cutting-edge solutions. Your deep technical acumen and customer-centric approach will empower clients to maximize the value of their investments while contributing to our mission of transforming customer experiences through innovation.
This is a unique opportunity to work in a tropical paradise while advancing your career with a Fortune 500 company. If you thrive in a fast-paced, collaborative environment and are passionate about solving complex challenges, we want to hear from you!
Responsibility
- Lead end-to-end implementation, configuration, and integration of NICE Systems’ solutions for enterprise clients, ensuring alignment with business objectives.
- Provide technical consulting and best practices to customers, enabling them to leverage NICE platforms for optimal performance and scalability.
- Collaborate with Sales, Product, and Support teams to identify customer needs and develop tailored solutions that drive adoption and retention.
- Conduct workshops, training sessions, and knowledge transfers to empower client teams with the skills to manage and maintain NICE solutions independently.
- Troubleshoot and resolve complex technical issues, providing timely and effective solutions to minimize downtime and disruptions.
- Develop and maintain detailed project documentation, including technical specifications, user guides, and post-implementation reports.
- Act as a trusted advisor to key stakeholders, proactively identifying opportunities for upselling, cross-selling, and process improvements.
- Stay ahead of industry trends and NICE product updates, ensuring clients benefit from the latest innovations and features.
Qualifications
- Bachelor’s degree in Computer Science, Engineering, or a related field; advanced degrees or certifications (e.g., AWS, Azure, ITIL) are a plus.
- 5+ years of experience in Professional Services, Customer Success, or Technical Consulting, preferably in the SaaS or enterprise software space.
- Proven track record of managing complex technical projects from inception to completion, with a focus on customer satisfaction.
- Strong expertise in cloud technologies, APIs, databases, and system integrations (e.g., REST, SOAP, SQL, NoSQL).
- Excellent communication and presentation skills, with the ability to explain technical concepts to non-technical audiences.
- Experience with NICE Systems’ products (e.g., Enlighten, NEVA, CXone) or similar contact center, AI, or analytics platforms is highly desirable.
- Ability to travel occasionally (up to 20%) within Southeast Asia for on-site client engagements.
- Fluency in English is required; additional languages (e.g., Tagalog, Mandarin, Bahasa Indonesia) are a bonus.