Directs, establishes, maintains, and plans the overall direction and goals for a set of NICE CXone Embedded Agent products that are integrated into the CXone PlatformDrives product roadmap and backlog activities for the integration of the NICE CXone Embedded Agent products portfolio This role acts as a liaison between the NICE CXone LoB and CRM Partners, considerable negotiation and communication skills are required in order to manage the relationship The role coordinates and negotiate product issues with the engineering, operations, marketing, training and sales groupsInteracts with customers, sales, development, training and product marketing to define requirements, and directs interaction with Engineering and Systems ArchitectureThe role is integral to the success of the GTM of the products that are integrated into the CXone PlatformProactively seek feedback from customers and prospectsAnalyze, document, and communicate intelligence regarding client and prospect feedback looking specifically for unfulfilled needs for new opportunitiesAnalyze, document, and communicate intelligence regarding industries and markets including trends and new opportunitiesFacilitate collaborative meetings to research and document product development ideas and concepts across multiple departmentsPlan, document, and communicate new product development and product improvement projects with accompanying revenue opportunity documents, use cases, features and requirements, interaction design stories, and launch plansPerform analyses to aide in decision making regarding feature improvements and new feature developmentsActing subject matter expert expected to know and understand new features and feature improvementOccasionally work with sales to assist with sales opportunitiesDay to day project management, coordination, and delivery of projects related to assigned productsOccasional travel for client visits, tradeshows, and sales support

The Product Expert (SME) is a customer-facing, position chartered with engaging customers in a consultative capacity and providing specialized expertise around industry standards, best practices, competitive landscape, the contact center industry, and other contact center ecosystem topics. Responsible for both technical and business tasks including managing customer expectations and satisfaction, recommending the ideal configuration for inContact products based on industry best practices and customer requirements, coordinating all the necessary internal resources, and in general ensuring the customer's desired business outcomes are satisfied.

Provide dynamic and interactive instructor‐led, live and remote training sessions Conduct technical, product and leadership training for internal employeesMentor colleagues in their delivery of productsDevelop curriculum for products and servicesOnsite professional consultative services for customers on workforce engagement and workforce optimization Support customers with post-training questions and assistanceAssist sales department by providing product demonstrations and completing RFPsPresent at conferences and marketing events including webinars, Facebook live presentations and panel events.

Directly responsible for the overall administration, coordination and evaluation of the human resource and training functions. • Developed and implemented personnel policies and procedures; prepared and maintained handbook on policies and procedures; • Supervised benefits administration to include claims resolution, change reporting• Established and maintained department records and reports. Maintained company organization charts and employee directory. • Developed and maintained affirmative action program; • Ensures legal compliance by monitoring and implementing applicable human resource federal and state requirements; conducting investigations; maintaining records; filed EEO-1 annually; maintained other records, reports and logs to conform to EEO regulations. • Created job descriptions, compensation program and placed advertisements for recruiting.• Managed recruitment efforts for all exempt and nonexempt personnel; conducted new-employee orientations; • Participated in developing department goals, objectives and counseling and disciplining employees throughout company.• Managed building facilities; primary contact for vendors; procured and maintained inventory of office supplies• Oversaw security to ensure a safe and secure working environmentTraining Management functions:• Developed and organized training strategy• Develop, implement, and monitor training programs within an organization.• Provide logistical support, course development, delivery, evaluation, and process measurements• Assist with the development of strategic plans.• Evaluated needs of company and plan training programs accordingly.• Provided companies with classroom training, demonstrations, on-the-job training,• Managed staff of classroom facilitators and conducted performance evaluations• Build solid cross-functional relationships

• Documented training processes and curriculum for clients including technical training, sales training and call flows. • Facilitated training sessions on technical products for clients with audiences consisting of all levels of management.• Facilitated training sessions for internal employees on various business units. • Coach and develop ContactUS employees to improve overall performance.• Assisted with implementation initiatives for new clients. • Created internal business process flows for Operations, Human Resources, and Training. • Developed policies and procedures for ContactUS including creating Human Resource and Operation forms.• Assisted with technology issues both internally and with external clients.

• Developed training materials and curriculum.• Facilitated onsite and virtual training for agents, supervisors and upper management.• Created e-learning courses for various departments.• Coached and developed agents, supervisors, and trainers. • Liaison between IT, operations, training, and QA on various projects.• Facilitated client monitor sessions.

• Facilitated new hire and upgrade training.• Coached and Developed new hire agents.• Assisted with curriculum updates.