Senior Professional Services Engineer (AI)

Senior Professional Services Engineer (AI) role involves delivering AI-driven solutions, designing conversational experiences, and managing technical implementations for enterprise customers. Responsibilities include leading complex implementations, configuring AI solutions, developing AI applications, and integrating systems across CRMs and APIs. The role also involves conversational design, user experience, and project management, as well as mentoring colleagues and producing reusable documentation. NiCE is a market-disrupting global company that offers a fast-paced, collaborative environment with opportunities for growth and learning.

Requirements

• Bachelor's degree in a technical or business field (e.g., Computer Science, Information Systems, Engineering) or equivalent work experience.
• 5+ years of professional experience, including at least 1 year working with digital channels, AI, or bot-driven applications.
• Skilled in configuring AI and contact center technologies, including NLU/NLP-powered solutions.
• Experience supporting large enterprise environments, including complex integrations and deployments at scale.
• Proficient with CRM integrations, APIs, and related ecosystem technologies.
• Knowledge of generative AI models, NLU techniques, automation principles, and emerging trends in digital customer engagement.
• Familiarity with API testing and documentation tools such as Postman and Swagger.
• Ability to design and document workflows using diagramming tools such as Lucidchart or Microsoft Visio.
• Experienced in creating detailed use cases, test plans, and UAT guidance.
• Skilled in managing customer escalations while maintaining strong client relationships.

Benefits

• Flexible work arrangement (2 days in-office, 3 days remote)
• Opportunities for growth and learning in a fast-paced environment
• Collaborative and creative work environment
• NICE-FLEX hybrid model