Quote Desk Support Team Leader

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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.

Role OverviewThe Quote Desk Support Team Leader is a hands-on role responsible for creating accurate, compliant, and commercially optimized quotes in Salesforce CPQ, while also acting as the primary escalation point for Quote Desk Support Analysts. This position operates in a low touch management model, with a strong emphasis on individual contribution, complex deal execution, and real-time support of the quote desk function. In addition to producing quotes, the Team Leader provides guidance on non-standard, high-value, or complex commercial scenarios, ensures adherence to internal pricing and quoting policies, and supports continuous improvement of quoting processes and Service Level Agreement. The role works closely with Account Executives, Partner Executives, Finance, Legal, Commercial, Sales Operations and Deal Desk stakeholders to improve time-to-quote and overall quote quality.

Key Responsibilities

• Provide end-to-end quote support from CPQ quote building, custom term support, advice system limitation and provide any workaround, pricing SKU trouble shooting, escalate and solve issues with quote velocity especially during month and quarter end.
• Create and manage complex, high-value, and non-standard quotes in Salesforce CPQ. coordinating with relevant cross functional stakeholders throughout the quote cycle.
• Partner with Sales to correct any quote error or incorrect billing or account structure.
• Review the work of Quote Desk Support Analyst by providing real-time guidance and problem-solving support to ensure accuracy and completeness in a timely manner.
• Ensure all quotes comply with internal pricing, discounting, and approval policies.
• Support renewals by maintaining accurate customer renewal dates and applying CPI increases.
• Partner with Account Executives and Partner Executives on new, renewal, and demo quotes and resolve commercial challenges on quotes.
• Support TAM on account management zero-dollar quote and also change request for standalone services.
• Act as the escalation point for Quote Desk Support Analysts on complex quoting scenarios
• Provide day-to-day guidance, coaching, and prioritization support to Quote Desk Support Analysts. Support workload balancing, ensure SLA adherence and document exceptions.
• Conduct onboarding and knowledge transfer for new team members
• Identify recurring quoting issues and drive practical process improvements.
• Establish trusted working relationships with deal Desk team members, Sales operations (Philippines), Legal, Billing Operations, Business Finance and Sales.
• Collaborate with global teams on CPQ enhancements and system optimizations
• Ensure quoting processes and exceptions are documented and understood by the team
• Support ad-hoc reporting and analysis using Salesforce and CPQ data
• Shift work may be required

To Be Successful in This Role, You Will Need

• 8+ years of experience in quote desk, deal desk, or sales operations roles
• Strong hands-on technical expertise in Salesforce and Salesforce CPQ
• Strong understanding of sales deal cycle and customer lifecycle management.
• Proven experience managing complex, non-standard, or high-value deals
• Excellent understanding of pricing, discounting, and commercial governance
• Strong understanding of various licensing models in a CCaaS/ SaaS environment with Agentic Experience Automation.
• Strong problem-solving skills with a pragmatic, execution-focused mindset
• Attention to details, structured and able to multi tasks.
• Ability to work independently while supporting and guiding others
• Strong communication skills with Sales, Partner, and Commercial stakeholders
• Advanced Excel and reporting skills
• Thrive in a fast-paced, deadline-driven environment

Requisition ID:9885 Reporting into:

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.