Quote Desk Support Analyst

Role Overview

The primary responsibility of the Quote Desk Support Analyst is to create accurate and compliant quotes in Salesforce CPQ in close collaboration with Account Executives (AEs). Quotes must align with internal pricing and quoting policies while addressing customer requirements based on AE guidance. The role is focused on maximizing NiCE revenue and improving the effectiveness and productivity of NiCE’s sales organization.

The Quote Desk Support Analyst will also support customer renewals by maintaining renewal dates and partnering with Partner Executives to apply appropriate CPI increases and generate accurate, customer- and partner-acceptable renewal quotes. In addition, the role supports the partner team by generating demo quotes as needed. This role will also support TAM when zero-dollar quotes are required for account management purpose or change request for standalone services.

This position acts as first-line support for CPQ-related quote inquiries, documents and analyzes quoting metrics, and collaborates with global stakeholders to continuously improve the CPQ quoting process. The role plays a critical part in reducing time-to-quote by working closely with AEs and Partner Executives. The successful candidate will be expected to stay current with evolving processes, policies, and product changes.

Key Responsibilities

• Provide end-to-end quote support from CPQ quote building, custom term support, pricing SKU trouble shooting, escalate and solve issues with quote velocity especially during month and quarter end.
• Act as the first point of contact for quote-related queries and support, coordinating with relevant cross functional stakeholders throughout the quote cycle.
• Maintain accurate customer renewal dates.
• Partner with Account Executives and Partner Executives on new, renewal, and demo quotes
• Support TAM on account management zero-dollar quotes and also change requests for standalone services.
• Apply CPI increases in line with internal policies and commercial guidelines.
• Own the assigned Service Level Agreement on quote turnaround time and track required KPI to ensure continuous forward quote momentum and success.
• Establish trusted working relationships with deal Desk team members, Sales operations (Philippines), Legal, Billing Operations, Business Finance and Sales.
• Identify recurring quoting issues and drive practical process improvements.
• Produce regular and ad-hoc reports and dashboards using Salesforce, as required.
• Evaluate existing quoting processes and recommend improvements.
• Support ad-hoc projects and analysis as needed.
• Shift work may be required.

To Be Successful in This Role, You Will Need

• 6+ years of relevant experience in sales operations, quoting, or commercial support.
• A minimum of one year of hands-on experience with Salesforce and Salesforce CPQ.
• Strong understanding of sales deal cycle and customer lifecycle management.
• Microsoft and Excel proficiency (including pivot tables)
• Strong understanding of various licensing models in a CCaaS/ SaaS environment with Agentic Experience Automation.
• Excellent written and verbal communication skills
• Ability to manage multiple priorities and meet tight deadlines in a fast-paced environment.
• Strong organizational skills with the ability to adapt to changing business requirements.
• High attention to detail.
• Ability to interpret, apply, and adhere to policies and procedures.
• Proven ability to work effectively independently as well as in a team-oriented environment.