Specialist Professional Services Engineer

Summary

Join NICE as a Senior Specialist 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, manage project lifecycles, and provide subject matter expertise on NICE CXone digital products. Mentorship and collaboration are key aspects, requiring you to lead project teams and develop documentation for new digital products. 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
• 8+ 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

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