Digital Professional Services Engineer, Expert Co-pilot

Summary

Join NICE, a global leader in AI, cloud, and digital solutions, as a Professional Services Engineer. This customer-facing role involves delivering specialized expertise and solutions for NICE products and services, including implementing, configuring, and optimizing AI-driven applications for enterprise contact centers. You will combine technical and business responsibilities, engaging with clients to understand their needs, implement solutions, provide consultative support, and deliver cutting-edge results. The position requires expertise in AI, NLU, CRM integrations, APIs, and contact center technologies. You will collaborate with project managers, lead project teams, and mentor others. NICE offers a fast-paced, collaborative environment with endless internal career opportunities.

Requirements

• 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 software applications preferred
• Proven expertise in:Technical configuration and if required 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

Responsibilities

• Implement & provide technical consulting around areas such as AI ,NLU,CRM integrations, API’s, ACD, IVR, ASR and other contact center features and applications
• Provide technical configuration and, in some cases, light programming as required (JavaScript, HTML/CSS for UI tweaks)
• Provide development, and enhancement, as well as management and coordination of changes to existing applications
• Understand Structuring knowledge repositories hierarchies, categorization, and knowledge mapping for intuitive navigation
• Understand SAML 2.0, OAuth 2.0, OpenID Connect, and LDAP/Kerberos; experienced with IAM platforms like Okta, Azure AD, Ping Identity, and OneLogin
• Collaborate with Project Managers to design and oversee end-to-end project rollouts
• At times act as the Project Manager for your own project
• Manage system lifecycle development, change control processes, and risk analysis for enterprise solutions
• Ensure seamless project execution through inter-departmental coordination and clear communication
• 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
• Regular interaction with client teams to understand pain points, present solutions, and align on progress
• Promote the use of AI tools to enhance decision-making and operational efficiency across business units
• Once trained, mentor and lead project teams, sharing expertise and fostering a collaborative environment
• Develop documentation and processes for emerging digital products from R&D teams
• Regularly interact with client teams to understand needs, address pain points, and align on deliverables
• Work closely with SMEs, admins, and business leads; share updates and drive KM adoption
• Translate technical concepts into business terms; manage expectations and clarify scope

Preferred Qualifications

• 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