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 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 Co-pilot knowledge assistants and other CXone digital solutions for enterprise contact centers The position combines technical and business responsibilities requiring engagement with clients to understand their needs Implement provide consultative support and deliver cutting-edge solutions How will you make an impact Technical Implementation Implement provide technical consulting around areas such as AI NLU CRM integrations API s ACD IVR ASR and other contact center features and applications Provide technical configuration and in some cases light programming as required JavaScript HTML CSS for UI tweaks Provide development and enhancement as well as management and coordination of changes to existing applications Understand Structuring knowledge repositories hierarchies categorization and knowledge mapping for intuitive navigation Understand SAML 2 0 OAuth 2 0 OpenID Connect and LDAP Kerberos experienced with IAM platforms like Okta Azure AD Ping Identity and OneLogin Project Management Collaborate with Project Managers to design and oversee end-to-end project rollouts At times act as the Project Manager for your own project 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 Regular interaction with client teams to understand pain points present solutions and align on progress Promote the use of AI tools to enhance decision-making and operational efficiency across business units Leadership and Customer Handling Once trained mentor and lead project teams sharing expertise and fostering a collaborative environment Develop documentation and processes for emerging digital products from R D teams Regularly interact with client teams to understand needs address pain points and align on deliverables Work closely with SMEs admins and business leads share updates and drive KM adoption Translate technical concepts into business terms manage expectations and clarify scope 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 2 years of professional experience with 1 years in digital channels or AI software applications preferred Proven expertise in Technical configuration and if required 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 Desired personal traits 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 8710 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