Principal Partner Success Implementation Engineer

Principal Partner Success Implementation Engineer

United Kingdom - London

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.

So, what’s the role all about?

The Principal Partner Success Implementation Engineer is a principal-level individual contributor and technical authority who shapes partner implementation strategy, technical governance, and scalable adoption across the partner ecosystem. This role is accountable for defining and driving technical standards, reference architectures, and readiness frameworks
; leading the most complex cross-partner escalations; and influencing product direction through data-driven insights and strategic advocacy.

Operating with broad autonomy
, this role leads high-impact enablement programs
, mentors senior and mid-level Implementation Engineers, and provides technical direction across Partner Success, TAM, and Support motions. The Principal sets operating rhythms for implementation excellence, establishes mechanisms to measure and improve outcomes (e.g., time-to-value and adoption health), and partners with senior and executive stakeholders to drive systemic improvements that scale globally
.

• Deliver expert-level technical authority through guidance, troubleshooting, and platform leadership to partner customers post-readiness
  , enabling scalable adoption and operational excellence.
• Champion product enhancements by translating complex partner needs into clear requirements
  , shaping prioritization
  , and aligning Engineering and Product on scalable solutions
  .
• Lead the highest-severity, cross-partner escalations end-to-end
  , driving root-cause analysis,
  preventative actions
  , and executive-level communication to improve platform reliability and partner outcomes.
• Own the technical approach for a portfolio of the most complex partner implementations,
  defining reference architectures for advanced configuration, integrations, deployment patterns, and onboarding strategies.
• Establish and govern implementation standards (readiness criteria, validation checklists, and deployment best practices) to ensure consistent quality and long-term success at scale
  .
• Design the implementation-to-steady-state transition mechanism
  , aligning stakeholders on ownership, success metrics, and support motions to reduce time-to-value and improve adoption health.

• Set technical alignment across Partner Success, TAM, Support, and Product by defining shared expectations, escalation paths, and decision-making mechanisms that scale across regions.
• Collaborate with Partner Success Managers to assess partner maturity,
  surface systemic technical gaps
  , and build scalable adoption operating models backed by clear metrics and governance
  .
• Synthesize partner signals into clear technical narratives (risks, tradeoffs, and recommendations), influencing roadmap alignment
  , release readiness
  , and strategic planning with senior stakeholders.

• Define, maintain, and govern standardized technical playbooks,
  reference architectures
  , and lessons learned to drive consistency and scale across partner implementations.
• Lead technical forums and communities of practice
  , mentoring Implementation Engineers and elevating org-wide capability through coaching, calibration, and hands‑on problem solving.
• Own the technical enablement strategy for partner readiness, shaping documentation and training programs that improve proficiency
  , reduce support burden
  , and accelerate adoption
  .
• Lead executive business reviews and strategic technical governance with partners, representing cross-partner technical needs in planning forums and driving alignment on investment priorities
  .

• 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…