Lead, Professional Services Engineer

Summary

Join NICE, a global leader in AI, cloud, and digital solutions, as a Lead, 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 skills with business acumen, engaging with clients to understand their needs and deliver cutting-edge solutions. Responsibilities include technical implementation, project management, business consulting, and leadership/mentorship. The position requires a Bachelor's degree and 10+ years of professional experience, with expertise in AI and contact center technologies. NICE offers a hybrid work model (NICE-FLEX) with opportunities for professional growth and development within a collaborative and creative environment.

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
• 10+ 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
• Proven expertise in: CRM integrations, APIs, and other ecosystem technologies
• Proven expertise in: Best practices for contact center operations and KPIs
• Familiarity with: Generative AI models, NLU techniques, and automation principles
• Familiarity with: Industry trends and emerging technologies in AI and digital customer engagement

Responsibilities

• 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
• 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
• 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
• Mentor and lead project teams, sharing expertise and fostering a collaborative environment
• Develop documentation and processes for emerging digital products from R&D teams

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

Benefits

• 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