Quote Desk Support Analyst

Philippines - Manila · 6+ years experience · Posted Oct 16, 2026

At a glance

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.

The Quote Desk Support Analyst creates accurate, timely and compliant quotes in Salesforce CPQ in close collaboration with Account Executives (AEs).
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.

Build accurate and compliant renewal and zero-dollar quote and support new business, amendment, renewal, partner, demo and zero-dollar quotes in Salesforce CPQ.
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-end and quarter-end.
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.
Manage assigned requests against agreed service levels, turnaround targets and quality.
Create and maintain quote templates, checklists, process guides and knowledge articles.
Use approved AI tools for knowledge retrieval, case triage, documentation and other appropriate quoting support activities.

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.
Interest in applying AI and automation to improve productivity and processes.

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