Professional Services Engineer, CX

So, what’s the role all about?
The Professional Services Engineer is a customer-facing, billable role responsible for delivering specialized expertise and solutions for NICE products and services. This includes implementing, configuring, and optimizing AI-driven applications, such as chatbots, knowledge assistants, and other CXone digital solutions, for enterprise contact centers. The position combines technical and business responsibilities, requiring engagement with clients to understand their needs, provide consultative support, and deliver cutting-edge solutions.

How will you make an impact?

• Technical Implementation:
• Configure, program, and develop NICE CXone solutions, including AI, NLU, ACD, IVR, ASR, and CRM integrations.
• Lead the design and development of multiple AI and bot applications, ensuring alignment with customer requirements and industry best practices.
• Optimize and maintain multiple AI bots, including both generative and legacy models.
• Implement and enhance AI-driven services such as knowledge assistant engines and conversational intelligence.
• Project Management:
• Collaborate with project managers to design and oversee end-to-end project rollouts.
• Manage system lifecycle development, change control processes, and risk analysis for enterprise solutions.
• Ensure seamless project execution through inter-departmental coordination and clear communication.
• Business Consulting:
• Provide subject matter expertise on NICE CXone digital products and AI solutions during client consultations.
• Conduct business analysis to assess user needs, design tailored solutions and provide industry guidance.
• Promote the use of AI tools to enhance decision-making and operational efficiency across business units.
• Leadership and Mentorship:
• Mentor and lead project teams, sharing expertise and fostering a collaborative environment.
• Develop documentation and processes for emerging digital products from R&D teams.

Have you got what it takes?

• Bachelor’s degree in technical (e.g., Computer Science, Information Systems, Electrical Engineering) or business field (e.g., Marketing, MIS) or equivalent work experience.
• 5+ years of professional experience, with 1+ years in digital channels or AI/Bot software applications preferred.
• Proven expertise in:
• Technical configuration and programming of AI and contact center technologies.
• CRM integrations, APIs, and other ecosystem technologies.
• Best practices for contact center operations and KPIs.
• Familiarity with:
• Generative AI models, NLU techniques, and automation principles.
• Industry trends and emerging technologies in AI and digital customer engagement.
• Desired personal traits:
• Analytical and inquisitive mindset.
• Team-oriented with strong interpersonal skills.
• Early adopter of innovative technologies.
• Strong sense of accountability and ownership.
• Professional communication, behavior and demeanor.

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!

Enjoy NICE-FLEX!
At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

Requisition ID: 9510
Reporting into: Professional Services Manager
Role Type: Individual Contributor