Lead Partner Success Implementation Engineer

The Lead Partner Success Implementation Engineer is an individual contributor lead-level, technical expert who plays a strategic role in driving partner success across implementation, readiness, and ongoing product adoption. This role owns advanced technical expertise, leads cross-partner escalated troubleshooting, sets technical standards through enhancement advocacy, and ensures partners are fully enabled to deploy, configure, and optimize the platform at scale.

As an experienced member of the team, this role drives partner enablement programs, mentors Implementation Engineers, provides technical direction to Partner Success Managers and TAMs, and contributes to operating rhythms, best-practice governance, and technical leadership across the partner ecosystem.

• Deliver expert-level technical guidance, troubleshooting, and platform knowledge to partner customers following readiness.
• Champion product enhancements, prioritizing complex partner needs and collaborating with internal engineering and product teams.
• Lead critical and escalated support engagements to ensure timely resolution, drive root-cause analysis, and deliver optimal platform performance.

• Oversee a portfolio of complex technical implementation projects for partner customers, including advanced configuration, integrations, deployment architecture, and onboarding strategies.
• Ensure partners understand scalable deployment models, technical best practices, and long-term operational success strategies, and enforce implementation standards.
• Guide handoff from implementation to steady-state support by defining readiness criteria and ensuring smooth transition for partners and internal teams.

• Serve as a liaison to TAM and Partner Success organizations, ensuring deep technical alignment across partner and customer support motions.
• Collaborate with Partner Success Managers to assess partner maturity, identify technical gaps, and build scalable adoption plans.
• Communicate product updates, platform changes, and technical insights across partner-facing teams, influencing roadmap alignment and broader operational excellence.

• Create and share standardized best practices, technical playbooks, and lessons learned across partner accounts.
• Lead internal knowledge-sharing sessions, coach Implementation Engineers, and elevate the technical capabilities of the Partner Success organization.
• Contribute to enablement strategy, documentation, and training material to enhance partner readiness and technical proficiency.
• Lead executive business reviews and represent partner technical needs in strategic planning forums.

• 7+ years of experience in implementation engineering, solutions engineering, technical support, or a related technical customer facing role.
• Strong expertise in diagnosing and resolving complex technical issues across integrations, APIs, configuration, and deployment environments, including driving systemic fixes.
• Exceptional communication skills with the ability to translate highly technical concepts for diverse audiences, including executive stakeholders.
• Proven ability to lead technical projects, influence stakeholders, and collaborate effectively across cross-functional teams, often without direct authority.
• Ability to travel up to 20% regional travel; some international travel may be necessary to meet with partners, attend business reviews, and support regional initiatives.

• Experience partnering with channel or reseller organizations
• Experience in a global technology or SaaS organization. Professional services, or Solution Delivery
• Deep knowledge of global partner ecosystems or channel/alliances strategy.
• Familiarity with cloud architectures, API ecosystems, or enterprise deployment patterns. 

At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.