Quote Desk Support Analyst

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?** The Quote Desk Support Analyst creates accurate, timely and compliant quotes in Salesforce CPQ in close collaboration with Account Executives (AEs). Quotes must follow internal pricing and approval policies and reflect customer requirements provided by Sales. AEs retain commercial ownership of their deals, while the Analyst is responsible for executing assigned quote requests accurately and efficiently. The role supports new business, amendments, renewal quote creation, partner and demo quotes, and zero-dollar quotes for account management and standalone service changes. It acts as first-line support for CPQ-related quoting questions, helps troubleshoot issues, and works with stakeholders to reduce time-to-quote and improve the seller experience. The Analyst also contributes to knowledge management, operational reporting, process improvement and the adoption of approved AI tools and automation. The function aims to improve quote turnaround time, reduce recurring Sales support cases and strengthen the CPQ quoting process. **How will you make an impact?** Quote Creation and Sales Support - Build accurate and compliant renewal and zero-dollar quote. Support new business, amendment, renewal, partner, demo and zero-dollar quotes in Salesforce CPQ based on approved - Support AEs and Partner Executives with product configuration, SKU selection, pricing, custom terms and quote-related approvals. - Support AE and TAMs with zero-dollar quotes and standalone services change requests. - Work with Sales to resolve quoting issues and maintain quote momentum, particularly at month[1]end and quarter-end. CPQ Troubleshooting and Issue Resolution - Act as the first point of contact for quote-related CPQ questions and issues. - Investigate missing SKUs, product dependencies, pricing discrepancies, quote errors and - approval issues. - Perform initial root cause analysis, document findings and escalate system defects or complex - issues to the CPQ Admin and relevant product teams. - Identify repeat issues and recommend fixes that reduce rework and Sales support demand. Operational Execution and SLA Management - Manage assigned requests against agreed service levels, turnaround targets and quality. - Prioritise work according to urgency, business impact and seller requirements, and provide clear - status updates. - Maintain accurate case records and support reporting on quote volumes, turnaround times, errors - and escalations. - Provide reliable coverage for International Sales across APAC and EMEA; shift work will be Process Improvement and Knowledge Management - Create and maintain quote templates, checklists, process guides and knowledge articles. - Identify manual steps, recurring errors and opportunities to simplify quoting workflows. - Produce Salesforce reports and dashboards to highlight performance trends and improvement. - Support seller enablement and quote clinics to improve CPQ knowledge and self-service. AI and Automation - Use approved AI tools for knowledge retrieval, case triage, documentation and other appropriate quoting support activities. - Identify repetitive activities suitable for AI assistance or workflow automation. - Support testing and improvement of AI-assisted seller self-service and quoting support solutions. - Check AI-generated outputs for accuracy, confidentiality and policy compliance before relying on Cross-Functional Collaboration - Work with Sales, CPQ, Product, Finance, Legal, Billing, TAM and Operations to resolve quoting and downstream issues. - Communicate requirements, blockers, actions and expected timelines clearly to stakeholders. - Support ad-hoc projects and operational analysis as required. **To land this gig you need:** - 6+ years of relevant experience in Sales Operations, quoting, Deal Desk or commercial support. - At least one year of hands-on Salesforce and Salesforce CPQ experience. - Good understanding of the sales deal cycle and quote-to-cash processes, including pricing, - approvals, booking and billing. - Knowledge of SaaS or CCaaS subscriptions and licensing models, including AI-enabled products. - Strong problem-solving skills and ability to investigate quote and system issues. - Proficiency in Microsoft Excel, including pivot tables, and familiarity with Salesforce reporting. - Ability to prepare clear process documentation, templates and guidance materials. - Excellent written and verbal communication and a service-oriented approach to Sales. - Ability to manage competing priorities, meet SLAs and maintain high attention to detail. - Ability to interpret and follow policies and procedures and work effectively across teams. - Interest in applying AI and automation to improve productivity and processes. **Bonus Experience:** - Troubleshooting Salesforce CPQ product rules, SKU dependencies, pricing rules or approvals. - Building operational dashboards and reporting in Salesforce or Power BI. - Developing knowledge bases, process guides, training materials or standard templates. - Using Microsoft Copilot or other approved AI tools for workflow improvement. - Supporting operational improvement or automation initiatives **Requisition ID: 11866** **Reporting into:** Director **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.*