Senior Professional Services Engineer

Summary

Join NICE as a Professional Services Engineer and deliver specialized expertise and solutions for NICE products and services, implementing, configuring, and optimizing AI-driven applications for enterprise contact centers. This customer-facing role combines technical and business responsibilities, requiring engagement with clients to understand their needs and deliver cutting-edge solutions. You will lead the design and development of AI and bot applications, optimize and maintain AI bots, and implement AI-driven services. Project management responsibilities include overseeing end-to-end project rollouts and ensuring seamless execution. Business consulting involves providing subject matter expertise and conducting business analysis. Mentorship and leadership are also key aspects of the role. NICE offers a hybrid work model (NICE-FLEX) with flexibility between office and remote work.

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/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

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

• Familiarity with: Generative AI models, NLU techniques, and automation principles
• Familiarity with: Industry trends and emerging technologies in AI and digital customer engagement
• 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