Senior Specialist Professional Services Engineer

Summary

Join NICE as a Professional Services Engineer, a customer-facing role responsible for delivering specialized expertise and solutions for NICE products and services. You will implement, configure, and optimize AI-driven applications for enterprise contact centers, combining technical and business responsibilities. This role requires engagement with clients to understand their needs, provide consultative support, and deliver cutting-edge solutions. You will lead the design and development of multiple AI and bot applications, ensuring alignment with customer requirements and industry best practices. You will also optimize and maintain multiple AI bots, including both generative and legacy models, and implement and enhance AI-driven services such as knowledge assistant engines and conversational intelligence.

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
• 12+ years of professional experience, with 2+ years in digital channels or AI/Bot software applications preferred
• 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
• 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

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

Benefits

• 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
• 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