Pre Sales Engineer

Roles & responsibilities:

 

• Proactively identifying and addressing our customer's technical needs and objections to drive new sales, and existing account expansion.
• Actively learning and mastering the NICE software portfolio at an intermediate level, in order to creatively apply our technology to help our customers achieve their business goals.
• Critically evaluating the technical sustainability of each new sales opportunity or Request for Proposal, ensuring that our contractual obligations to each new customer are accurate, and can be delivered in a timely manner.
• Helping facilitate a smooth transition from pre-sales to implementation by providing adequate knowledge transfer regarding the scope and requirements of the project, ensuring a seamless customer onboarding experience.
• Protecting NICE from projects where technical challenges outweigh the value of a technically problematic opportunity, and long-term partnership.
• Assisting our Sales team through preparation and delivery of business discussions, technical presentations, and product demonstrations, by carefully mapping customer business requirements to effective value driven technical solutions leveraging the NICE software portfolio.
• Proactively identifying customer needs through a technical benefits assessment, carefully building the business value of the solution, to assist with overcoming potential objections to proposed technical solutions.
• Meeting with our prospective customers as a trusted technical advisor, developing a deep understanding of their current environment, key business challenges and goals, and helping prospective customers envision the benefits that can be realized through an advanced contact center deployment with NICE.
• Gathering valuable field data and product feedback from each customer engagement and working directly with Product Management to facilitate ideas for the long-term technical direction and development of NICE’s software portfolio.
• Providing an open and continuous knowledge transfer to the overall Sales Team and newly hired SEs, highlighting the technical aspects and benefits of our solution, and how to competitively position each product.
• Delivering partner enablement activities, ranging from ad-hoc updates to extended knowledge transfer sessions.
• Building and maintaining demo environments both for internal NICE usage and for our partners.
• Assisting in the preparation and response to customer RFP requests, carefully qualifying the prospective deal for technical feasibility.
• Scoping and building proofs of concept for prospective customers that require a hands-on experience of NICE products, to confirm the required performance of the solution within their environment.
• Developing detailed solution design documentation for each new customer, which will serve as the foundation of our technical engagement, and act as a bridge to seamlessly engage our Professional Services Organization, to provide the most effective onboarding experience.
• Continuously building and maintaining relationships with key stakeholders in each sales cycle, including executive, financial, technical decision makers, and influencers within each of our prospects. 
  
   

Primary Skills:

Experience Required:

 

• Good Knowledge of contact center practices & applications- Workforce Optimization (Recording, Quality & Performance Management, Workforce Management), Interaction Analytics & Automation (RPA), Voice of the Customer (VoC), Knowledge Management, Conversational AI/BoTs
• Broad knowledge of call center technologies- Omnichannel routing is essential, including automatic call distributors (ACD), Dialer & IVR.
• Broad knowledge of Digital self-service, messaging and social media platforms.
• Basic knowledge of Cloud and CCaaS, SIP telephony, SIP trunk, WebRTC.
• Exceptional written and verbal communication skills
• Excellent interpersonal skills with the ability to effectively listen to quickly assess the situation and then convey thoughts and ideas in a clear and concise manner.
• Strong presentation skills – must possess the ability to sell and effectively build credibility in front of all levels of management, including an executive audience.
• Analytical and quantitative abilities required – Must be able to interpret and explain financial and statistical information. 
  
   

Experience Preferred:

 

• 12+ years of sales engineering in a software environment
• Ability to manage multiple competing priorities and work effectively under the pressure of time constraints in a fast-paced, collaborative environment.
• Experience with programming or scripting languages such as JavaScript or Python and including use of REST APIs is good to have.
• Detail-oriented, but able to digest the critical elements of a situation to withstand being hyper-focused on the minutia.
• Ability to multi-task in a challenging environment while maintaining a high level of responsiveness