**Primary Duties and Responsibilities**

The Situation Management Specialist is responsible for directing, planning, and managing the resolution of critical technical issues, project risks, and escalations that have significant consequences for NiCE and our customers.

• Ensure appropriate personnel are assigned and engaged to address the issue
• Monitor and verify that measurable progress is being achieved
• Develop and implement contingency plans to mitigate risk
• Maintain consistent, transparent communication with management and customers throughout the resolution process
• Serve as the primary point of contact and accountable owner for all customer escalations and situation management activities

**Required Qualifications**

**Education & Experience:**

• Minimum 5 years of demonstrated experience in critical situation management within complex technical environ...