Job description
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 is the role about?
NICE Public Safety is seeking a Knowledge & Training Manager to address critical knowledge transfer, training, and documentation challenges faced by our field engineering teams. This role will be responsible for building a centralized, accessible, and sustainable knowledge ecosystem while also driving technical enablement programs that empower new hires, field engineers, and implementation staff to succeed. The knowledge ecosystem must be usable as a reference source of information in addition to supporting training and education.
The role blends knowledge management, training strategy, and technical enablement with a strong focus on scalability and accessibility. You will partner closely with implementation engineers, technical trainers, and support staff to standardize documentation, improve training environments, and ensure effective onboarding and continuous learning.
How you will make an impact?
- Lead the creation and ongoing management of a centralized, searchable knowledge repository (SharePoint/Knowledge Hub).
- Ensure training content, documentation, and meeting transcripts are indexed, searchable, and accessible across teams.
- Balance archiving of historical content with a forward-looking focus on newly created resources.
- Partner with the documentation team to maintain high-quality standards.
- Design and maintain structured training paths for new and existing field engineers, addressing recurring knowledge gaps.
- Develop certification programs with practical exercises (e.g., connector setup, configuration deployment).
- Integrate sandbox and lab environments into training to provide safe, hands-on learning.
- Leverage tools like the Data Discovery Generator (DDG) for practical data modeling exercises.
- Partner with implementation teams to document and enforce consistent project design standards.
- Identify and resolve documentation gaps related to data ingestion, configuration, and troubleshooting.
- Drive improvements to the Wiser knowledge base or equivalent tools to ensure usability for field teams.
- Collaborate with Ops and Engineering to maintain access to training environments and resolve authentication or setup issues.
Have you got what it takes?
- Bachelor’s degree in Computer Science, Information Systems, or related technical field (or equivalent experience).
- 7+ years in technical training, enablement, or knowledge management, ideally in SaaS or enterprise software.
- Proven success in building and managing centralized knowledge bases or repositories.
- Experience designing certification or structured training programs with hands-on components.
- Familiarity with data ingestion, configuration, and troubleshooting workflows in complex SaaS environments.
- Strong communication and facilitation skills—able to translate technical details into structured training.
- Experience working with SharePoint, LMS platforms, and documentation tools.
- Highly organized and process-driven, with attention to detail.
- Collaborative and cross-functional, working with engineering, ops, training, and support teams.
- Problem-solver with a proactive approach to knowledge gaps and enablement challenges.
What’s in it for you?
Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NiCE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NiCEr!
Enjoy NiCE-FLEX!
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.
Requisition ID: 8941
Reporting into: Director, Client Relationship
Role Type: Individual Contributor
About NiCE
NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.
Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.
NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.
