This is a Technical Account Manager role with NICE based in Sydney, NSW, AU NICE Role Seniority - mid level More about the Technical Account Manager role at NICE At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you. So, what’s the role all about? The Technical Account Manager (TAM) serves as a trusted advisor to customers, ensuring their success with NiCE solutions. This role combines proactive and reactive post-implementation support to align customer priorities with NiCE’s business objectives. The TAM builds strategic relationships across client organizations, influencing tactical activities to deliver service excellence. You will act as the primary liaison between customers and NiCE’s support teams, managing escalations, resolving critical issues, and driving best practices. As part of the Support Management Team, the TAM focuses on technical communication, escalation management, and continuous improvement. How will you make an impact? Develop deep expertise in NiCE solutions and related third-party integrations for assigned accounts. Monitor support activities and service trends, ensuring SLA compliance and high customer satisfaction; recommend improvements where needed. Serve as the first point of escalation for process issues unresolved through standard channels. Coordinate problem resolution across internal teams, driving actions, communication, and root cause analysis. Build strong relationships with customer technical teams and management stakeholders. Identify adoption barriers and collaborate with NiCE and customer teams to maximize solution value. Implement and maintain account-specific practices aligned with the global TAM operating model. Oversee the transition from Client Services to Support, ensuring documentation, sign-off, and readiness for ongoing success. Act as backup for Support Managers when required. Mentor and coach technical engineers. Advocate customer needs to Product Management, R&D, and other internal teams. Lead root cause analysis and best practice sessions with customers and internally. Participate in on-call rotations and occasional travel as part of a 24x7x365 support organization. Have you got what it takes? Minimum of 5 years of project management, consulting or customer successes experience in self-service or AI software domains. Degree in Business, Information Technology, or a related field preferred. Experience with contact center enterprise software, with deep domain experience in digital/unassisted self-service channels (e.g., Google Dialog Flow). Knowledge management expertise. Experience with generative AI in the customer service domain is a plus. IVR/Routing/ACD/Workforce Management experience preferred. You will have an advantage if you also have: Exceptional organizational and communication skills. Strong analytical ability to influence decisions using data. Proven prioritization and decision-making capabilities. Ability to meet deadlines while maintaining quality standards. Excellent problem-solving, customer service, and interpersonal skills. Comfortable working with diverse teams and all levels of management. Self-directed and effective in time-sensitive environments. Flexible and adaptable to evolving business needs. About NiCE NICE Ltd. (NASDAQ: NICE) software products are used by 25,000 global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3 billion financial transactions. Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30 countries. NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law. Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the NICE team will be there to support your growth. Please consider applying even if you don't meet 100% of what’s outlined Key Responsibilities Developing expertise in solutions Monitoring support activities Building relationships Key Strengths Project management Knowledge management expertise Analytical skills Experience with generative AI IVR/Routing/ACD/Workforce Management ️ Organizational skills Why NICE is partnering with Hatch on this role. Hatch exists to level the playing field for people as they discover a career that’s right for them. So when you apply you have the chance to show more than just your resume. A Final Note: This is a role with NICE not with Hatch.
