Technical Trainer

Overview Technical Trainer (Customer Education and Enablement Professional) at NiCE, Manila, National Capital Region, Philippines. Customer Education and Enablement Professional provides remote consultation, guidance, and training before, during, and after project go live. The role works with site admins, managers, supervisors and agents to tailor onboarding and enablement to reflect customers’ business needs and to drive proficiency across the NiCE platform. The position collaborates with Professional Services, Technical Services and Education Services teams to ensure customer longevity and growth, and serves as a mentor for junior staff. Responsibilities Become intimately familiar with a customer's contact center and business to become the trusted advisor through their NiCE education and onboarding process. Set and manage customer expectations; align education and onboarding goals with customer KPIs. Create and execute education/onboarding plans for customers. Lead initial assessments and coordinate training and consulting, including any onsite visits as appropriate. Contribute to business area assessment, user needs analysis, and product configuration recommendations. Contextualize product knowledge for customers and establish best practices for product configuration and education processes. Act as an education and product knowledge resource during post go-live phases. Identify customer needs, overcome objections, and communicate benefits and environment context to proposed solutions. Provide feedback on technical issues to supervision and other teams; collaborate with NiCE Implementation Team to support smooth customer deployments. Deliver onsite and remote training as required to ensure knowledge retention and platform comfort. Prepare and present customized presentations that quantify product usage, benefits, and next steps. Work with NiCE product management to convey client feedback to drive future product enhancements. Provide product configuration and, where applicable, IVR scripting. Maintain project and task commitments to minimize contract liabilities while maximizing customer satisfaction. Submit knowledge base entries to address common questions and best practices. Review service contracts and statements of work to align onboarding and training activities with goals and products purchased. Adhere to the company Code of Ethics and NiCE policies and procedures and communicate professionally with customers. Qualifications BS/BA in technical fields (e.g., CS/IS/EE) or business fields (e.g., Marketing/MIS) or equivalent work experience. 5+ years in a service role in software, customer service, call/contact center, service delivery, or customer education and training. Knowledge of call/contact center metrics and operations; B2B consulting and customer education experience. Demonstrated technical problem-solving proficiency; excellent verbal and written communication skills. Ability to prioritize and execute in a fast-paced environment; proficiency in Microsoft Office. Able to work with little supervision and complete projects. You’re a great fit if you Can assess needs and consult on meeting those needs per best practices and SOPs. Can explain complex technical concepts to technical and non-technical audiences. Are a natural teacher who helps others learn new skills. Constantly seeks to become an expert on new topics and can balance strategy with execution. Collaborative, project-minded, and passionate about improving colleagues’ lives through knowledge. Nice-to-have Business-to-business software training experience. Experience in contact center operations or agent management. Experience with NiCE CXone Mpower Omnichannel Routing product. What’s in it for you? Join a growing, market-disrupting global company with opportunities across multiple roles and locations. If you’re passionate, innovative, and eager to raise the bar, you may be our next NICEr. Enjoy NICE-FLEX: a hybrid model with 2 days in the office and 3 days remote each week, with office days focused on face-to-face collaboration. About NiCE NiCE (NASDAQ: NICE) software powers customer experiences for 25,000+ global businesses. Known for AI, cloud and digital leadership, NiCE employs 8,500+ people across 30+ countries and is 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, disability, veteran status, gender identity, sexual orientation, or any other protected status. #J-18808-Ljbffr