Senior Professional Services Engineer

Implementation - Professional Services Engineer

Posted today

Job Description: The Professional Services Engineer is a customer-facing, billable role responsible for delivering specialized expertise and solutions for NICE products and services. This includes implementing, configuring, and optimizing AI-driven applications, such as chatbots, knowledge assistants, and other digital solutions, for enterprise contact centers. The position combines technical and business responsibilities, requiring engagement with clients to understand their needs, provide consultative support, and deliver cutting-edge solutions.

How will you make an impact?

• Technical Implementation: Configure, program, and develop NICE 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.

Project Management:

• 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.

Business Consulting:

• Provide subject matter expertise on NICE 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.

Leadership and Mentorship:

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

Qualifications:

• Bachelor’s degree in technical or business field or equivalent work experience.
• 3+ years of professional experience, with 1+ year 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.
• Familiarity with generative AI models, NLU techniques, and automation principles.
• Strong analytical, collaborative, and client-facing skills.

What’s in It for You?

• Flexible work model (NICE-FLEX): two days in the office and three days remote per week.
• Global, growth-oriented environment with opportunities across multiple roles and locations.

Requisition ID: 8419 • Reporting To: Manager, Professional Services • Role Type: Individual Contributor

About NiCE: NICE Ltd. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, disability, veteran status, gender identity, or sexual orientation.

Posted today

Job Description: The Associate Professional Services Engineer entails direct interaction with customers, offering expertise on NICE products and various aspects of the contact center industry. Responsibilities include technical duties and business-oriented tasks such as managing customer satisfaction, configuring NICE products, coordinating across departments, and mentoring junior team members.

How will you make an impact?

• Responsibilities involve providing consultative support for NICE solutions to various clients, including both public and private sector organizations with diverse information management and contact center setups.
• Technical tasks include configuring, programming, and modeling processes, data, and objects across different environments.
• Database design, development, and maintenance; leadership in technical architecture; stay updated on contact center technologies.
• Project management tasks include overseeing SDLC, cost estimates, risk analyses, and change control.
• Business analysis, user needs assessment, solution design, and providing industry guidance.
• Promote AI tool adoption to enhance decision-making and operational efficiency.

Have you got what it takes?

• Bachelor’s degree in technical or business field or equivalent work experience.
• 3-5+ years of professional experience; 1+ year in digital channels or AI/Bot software applications preferred.
• Experience with AI/contact center technologies; CRM integrations, APIs, and related technologies.
• Familiarity with generative AI models, NLU, and automation principles.

Additional Information: This job description is not all-inclusive and roles may include other duties as assigned. Equal opportunity employer statement included.