Technical Account Manager at NiCE: A High-Impact Career in Customer Experience Technology

NiCE (NASDAQ: NICE) is a global leader in AI-driven customer experience, cloud, and digital transformation solutions. Serving over 25,000 businesses worldwide—including 85 of the Fortune 100—NiCE continues to set industry standards in innovation and customer success. One of its most critical roles is the Technical Account Manager (TAM).

This role is ideal for professionals with strong technical troubleshooting support experience who enjoy working closely with enterprise customers and solving complex challenges.

What Does a Technical Account Manager Do at NiCE?

The Technical Account Manager takes ownership of the customer relationship after key clients purchase and begin implementing NiCE solutions. TAMs engage with customers before go-live and continue working with them long-term to ensure successful adoption and ongoing performance.

As the customer’s internal advocate, the TAM collaborates with Technical Support, Professional Services, Engineering, and Product teams to resolve issues, meet SLA targets, and align NiCE solutions with customer business goals.

Key Responsibilities

Own and manage relationships with large, complex CX customer accounts
Resolve advanced technical, operational, and high-stakes issues
Act as a trusted advisor through regular account reviews and performance discussions
Ensure all cases and requests are handled efficiently and within SLA timelines
Drive customer satisfaction, retention, and product expansion

Skills & Experience Required

Successful candidates typically have:

8+ years of experience in technical or service roles
Strong technical troubleshooting and analytical skills
Experience in software, telecommunications, or contact center environments
Working knowledge of contact center platforms and CX technologies
Ability to communicate effectively with both technical and business stakeholders

Additional advantages include TCP/IP networking knowledge, VoIP and SIP experience, IP telephony, SQL/database concepts, and basic scripting skills.

Why Join NiCE?

NiCE offers a fast-paced, collaborative work environment where innovation and growth are part of daily life. With operations in 30+ countries and a strong internal mobility culture, employees have access to continuous learning and global career opportunities.

NiCE is also proud to be an equal opportunity employer, fostering an inclusive workplace where talent from all backgrounds can thrive.

Final Thoughts

The Technical Account Manager role at NiCE is more than a support position—it’s a strategic, customer-focused career path for experienced technical professionals. If you enjoy solving complex problems, building long-term customer relationships, and working with cutting-edge CX technology, this role offers an excellent opportunity to grow with a global market leader.

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