Solutions Engineer (NICE CXone) (U.S Only - Remote)

About the role

This role is client-facing and involves owning implementation and managed-service engagements for Condado's NICE CXone projects. It requires managing offshore development teams, providing managed services support, and identifying upsell and cross-sell opportunities.

What You'll Do

• Own client relationships for assigned implementation and managed-service accounts
• Run discovery and requirements gathering: lead kickoff calls, document workbooks and call flows, and translate business needs into buildable specs
• Direct and QA offshore development resources: hand off requirements to build teams, hold them accountable to timelines, and spot-check work before it goes to the client
• Manage the implementation lifecycle end-to-end — from discovery through testing, client UAT, troubleshooting, and go-live
• Provide managed services support for existing NICE CXone customers, handling day-to-day requests, enhancements, and issue resolution
• Act as a technical buffer on client calls — present confidently, understand the platform deeply enough to speak to it live, and loop in specialists (developers, architects) as needed
• Identify upsell and cross-sell opportunities by staying closely engaged with the client and understanding their broader technology roadmap
• Partner with internal build/engineering leads (platform engineers/architects) on more complex technical designs, while retaining ownership of the client relationship and delivery outcome

What You Bring

• Deep, hands-on experience with NICE CXone / NICE CXone Studio — ideally including builds involving APIs, voice, SMS/text, email, digital channels, dialer, ASR/AI (e.g., Omilia), and related integrations
• Prior experience in a project management, implementation, or consulting capacity within a CCaaS/UCaaS or CX platform environment
• Comfortable being the "smart PM" — technical enough to be credible with engineers and clients, but focused on delivery, communication, and relationship management rather than writing code full-time
• Native or near-native English fluency and strong client-facing communication skills
• Experience working with or managing offshore/distributed development teams
• Familiarity with SQL, JavaScript, and HTML is a plus
• Experience with additional CCaaS platforms (Five9, Genesys, Zoom CX) is a plus but not required — NICE CXone expertise is the priority
• Comfortable managing multiple concurrent implementations and managed-service accounts

Nice to Have

• Prior experience specifically in a "Consulting Engineer," "Solutions Engineer," or "CX Transformation Consultant" type role
• Experience with enterprise-level accounts and multi-year, multi-phase or international rollouts
• API integration experience with platforms like Salesforce, ServiceNow, or Fiserv

Location

This role is 100% remote for candidates located anywhere in the U.S., with the exception of the Salt Lake City and Kansas City areas. Occasional travel may be required for high priority team meetings or client meetings. Candidates based in the Salt Lake City or Kansas City metropolitan areas should expect a more hybrid work arrangement, with periodic in-person collaboration.

Why This Role

70–80% of Condado's business is NICE-based — this is core, high-priority work, not a side function. Clear growth path: strong performers naturally move toward account growth, upsell ownership, and eventually people/team leadership. White-glove, relationship-first culture — you're empowered to own outcomes, not just execute tickets.