Business Analyst (Professional Services)

NiCE Actimize; Deutschland; Remote; EUR 65,000 - 90,000; Full time

Job summary

NiCE in Germany is seeking a Business Analyst (Professional Services) to bridge Sales, Sales Engineering, and Delivery teams. You will create SOWs, manage quotes, and enable enterprise project delivery, aligning scope and timelines with client expectations.

With 4–8 years in AI/Professional Services, you will collaborate with PM, SA, and CD teams, handle presales to delivery handovers, and ensure accurate documentation across Confluence. Fluent German and English are expected.

Qualifications

• 4–8 years of experience in AI technology, Professional Services, or consulting.
• Experience with Conversational AI or contact center industries is a plus.
• Familiarity with PM, SA, and CD delivery roles and chatbot architecture is desirable.

Responsibilities

• Lead presales requirements discussions from a Professional Services perspective.
• Support discovery sessions to gather API, telephony, and use-case data.
• Own and manage Statements of Work (SOWs) and align scope, timelines, and expectations.
• Oversee Pro-Serv quoting, estimate service hours, and support resource planning.
• Coordinate handovers from presales to delivery teams with clear docs in Confluence.
• Collaborate with PM, SA, and CD teams to validate feasibility and execution.
• Communicate with customers, sales, and delivery teams to ensure alignment.
• Identify risks across presales and delivery; drive process improvements.

Skills

Stakeholder management

Analytical thinking

Project coordination

Communication

Tools

Jira

Confluence

SharePoint

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's the role all about?

As a Business Analyst (Professional Services), you will play a key role in supporting our Professional Services team to ensure efficiency, accuracy, and excellence in project delivery. Acting as the bridge between Sales, Sales Engineering, and Professional Services, you will help drive smooth handovers from pre-sales to post-sales by leading the creation of Statements of Work (SOWs), managing budgetary quotes, and enabling seamless execution of enterprise customer projects.

With your analytical mindset, communication skills, and understanding of Conversational AI and Professional Services delivery, you will become a trusted advisor who ensures project success and drives Pro-Serv growth.

How will you make an impact?

• Pre-Sales Engagement & Requirements Gathering: Attend presales meetings with Account Executives (AEs) and Sales Engineers (SEs) to lead client requirement discussions from a Professional Services perspective.
• Discovery & Scoping Support: Facilitate discovery sessions to collect key technical inputs such as API details, telephony information, and use case data to ensure accurate delivery planning.
• Statements of Work Ownership: Draft, refine, and manage Statements of Work (SOWs), ensuring alignment across project scope, timelines, and client expectations.
• Quoting & Resource Planning: Manage the Pro-Serv quoting process, estimate service hours, and support internal resource planning using Cognigy’s tools.
• Seamless Handover & Documentation: Lead the handover process from presales to delivery teams, maintaining clear documentation and project details in Confluence.
• Cross-Functional Collaboration: Partner closely with Project Management, Solution Architecture, and Conversational Design teams to validate feasibility and ensure smooth execution.
• Stakeholder Communication: Act as a liaison between customers, sales, and delivery teams to ensure alignment, transparency, and efficiency throughout the project lifecycle.
• Risk Mitigation & Process Improvement: Identify and mitigate risks across presales and delivery phases, while continuously contributing to operational improvement initiatives within Professional Services.

Have you got what it takes?

• Experience: 4–8 years of experience in AI technology, Professional Services, or consulting — ideally within Conversational AI or Contact Center industries.
• Project & Analyst Expertise: Proven track record managing and delivering enterprise projects, from scoping through implementation.
• Technical Understanding: Familiarity with Professional Services delivery roles (PM, SA, CD) and chatbot architecture, including APIs and integrations.
• Strong Analytical Skills: Ability to manage multiple SOWs and quotes simultaneously, with exceptional attention to detail.
• Communication & Stakeholder Management: Excellent interpersonal skills, with confidence engaging both technical and non-technical stakeholders.
• Tools: Proficiency in Jira, Confluence, and SharePoint.
• Languages: Fluent in German and English.

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!

About Cognigy

NiCE Cognigy delivers AI that works—fast, human, and enterprise-ready. As the leading AI-first CX platform built for real-world scale, we combine Generative and Conversational AI through orchestration, tools, and enterprise systems to power Agentic AI. Backed by global CX leader NiCE, we empower brands with AI Agents that redefine customer experiences and achieve measurable ROI—instantly, across every channel and in 100+ languages.

Requisition ID: 10105

Reporting into: Director, Professional Services EU

Job type: Individual contributor.

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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.