Technical Training Professional

Training Remote, United States Job Number: 13917

Position at NICE

NICE (Nasdaq: NICE) is the worldwide leading provider of both cloud and on-premises enterprise software solutions that empower organizations to make smarter decisions based on advanced analytics of structured and unstructured data. NICE helps organizations of all sizes deliver better customer service, ensure compliance, combat fraud and safeguard citizens. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, are using NICE solutions. www.nice.com.

  

What we do

We have three principle areas of activity: Perfecting Customer Experience, Powering Public Safety, and Fighting Financial Crime & Ensuring Compliance.

 

Perfecting Customer Experience - We enable organizations to deliver an effortless, consistent and personalized experience throughout the customer journey. Our solutions allow enterprises to know their customers, act in real time and ensure that every employee is engaged. Our customers stand out in their competitive markets by offering an enhanced customer experience, and they improve their bottom line by streamlining operational efficiency.

 

Powering Public Safety - We help security organizations and emergency services protect people and assets, by anticipating, managing and mitigating safety, security and operational risks. Through the capture, analysis and correlation of data from a myriad of physical and virtual sensors and systems, we enable organizations to utilize sophisticated measures to prevent incidents and quickly conduct investigations.

 

Fighting Financial Crime & Ensuring Compliance - We help financial services institutions detect and prevent fraud, manage regulatory compliance, and identify money laundering threats quickly and accurately, protecting them against financial crime, regulatory, and reputational risk. With a holistic, consolidated view across the enterprise and innovative, flexible technology, our solutions provide institutions a clear view of risk, enabling their staff to resolve issues efficiently, and keeping the organization up to speed with a rapidly changing regulatory landscape.


Role:


·         Provide End-Customer personnel at all job roles with professional training sessions on NICE Products, in various locations and formats

·         Focus on the business value that the Customer gains from the products and solutions, tailoring the delivery to Customer needs and environment

·         Work closely with other project roles, such as Project Manager and Integrator to ensure delivery consistent with project requirements

·         Work with Customer Support Team to provide targeted education to end users where support cases were initiated through knowledge gaps

·         Deliver knowledge sharing products internally and externally to Business Partners, Engineers, as well as Sales and Service Delivery teams

Develop, record, edit, and produce training material consistent with Key Performance Indicators shared internally

Obtain, maintain, and update expert knowledge of NICE solutions, from high level business value to low level specific functionality

Deliver training sessions in class, on site and remotely to groups of Customer personnel, according to NICE formal agendas and training materials

Tailor and customize training courses for Customers per specific business needs or project requirements

Engage in additional responsibilities such as post-training support, assistance in development of additional training materials and content, Customer project meetings, internal meetings, etc.

Comply with administrative procedures such as documenting activity and learner records in CRM, filling out wrap-up reports and ensuring proper course evaluation procedures, and submitting expense reports as required

Prepare Lab environment for use in delivering course content to Customers where remote training is required

Take ownership of issues experienced during the delivery of training and work directly with Project Management and Support teams to resolve

Remote delivery of certification program for Business Partners and NICE Professional Services Engineers and Support personnel

Maintain technical proficiency in all aspects required to perform job duties, including networking, operating systems, and various proprietary software

·         Expert knowledge of NICE products

·         Excellent presentation and communication skills

·         Advanced Interpersonal skills for analyzing Customer use cases and business models

·         At least 4 years of experience in training delivery in a similar field

·         Experience in relevant industry (Contact Center, Trading Floor, 911 Dispatch, etc.) per product line

·         Ability to travel domestically and internationally 25% to 50% with travel scheduled on short notice periodically

·         Ability to work outside of regular hours in support of Western Hemisphere Customer environment

·         Technical Certifications are highly preferred

·         Able to pass federal background check to enter and operate within Federal Buildings

·         Technical aptitude for networking, MSSQL, Windows Server, Virtualization, Office, other ancillary products relevant to the industry

·         Camtasia or other recording software suite highly recommended

·         Knowledge or extended exposure to telephony environments such as Avaya or Cisco

Experience delivering presentations from MS Power Point documentation


NICE is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

NICE is committed to provide an environment based on equal opportunity for all qualified applicants and employees. It is the policy of NICE to afford equal employment opportunities to qualified individuals, regardless of age, race, color, creed, religion, citizenship, ancestry, national origin, sex, gender, pregnancy, mental or physical disability, marital status, veteran status, service in the Armed Forces, sexual or affectional orientation, atypical hereditary cellular or blood traits, genetic information, status as a victim of domestic or sexual violence, and/or any other status protected by any applicable federal, state and/or local statute or regulation.