Senior Professional Services Engineer

At NiCE we don t limit our challenges We challenge our limits Always We re ambitious We re game changers And we play to win We set the highest standards and execute beyond them And if you re like us we can offer you the ultimate career opportunity that will light a fire within you So what s the role all about In NiCE as a Senior 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 NICE solutions for enterprise contact centers as part of NICE Managed Services 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 develop and modify 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 Partner with Customer on Knowledge management Curation 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 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 Leadership and Mentorship Update and Maintain documentation and processes for emerging digital products post-handover from Implementation teams Have you got what it takes 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 Experience with Knowledge management Curation 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 What s in it for you 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 If you are passionate innovative and excited to constantly raise the bar you may just be our next NiCEr 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 Requisition ID 8981 Reporting into Tech Manager Role Type Individual Contributor About NiCE NICE Ltd NASDAQ NICE software products are used by 25 000 global businesses including 85 of the Fortune 100 corporations to deliver extraordinary customer experiences fight financial crime and ensure public safety Every day NiCE software manages more than 120 million customer interactions and monitors 3 billion financial transactions Known as an innovation powerhouse that excels in AI cloud and digital NiCE is consistently recognized as the market leader in its domains with over 8 500 employees across 30 countries NiCE is proud to be 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 physical or mental disability veteran status gender identity sexual orientation or any other category protected by law