NICE - Sr AI-Driven Enterprise Support Engineer
Requirements
• 6+ years supporting enterprise SaaS, cloud, CCaaS, or contact center technologies • Experience owning customer-facing technical relationships • Strong troubleshooting and problem-solving capabilities • Experience managing complex escalations and cross-functional resolution efforts • Familiarity with APIs, integrations, logs, and platform diagnostics • Ability to communicate effectively with both technical and business stakeholders • NICE CXone, Genesys Cloud, Cisco, Five9, Avaya, Amazon Connect, or similar platforms • Technical Account Management (TAM) experience • Salesforce, ServiceNow, Dynamics 365, or CRM integrations • Experience leveraging AI tools in technical support or customer-facing environments • You'll Thrive Here If You... • Love solving difficult customer problems • Enjoy building trusted relationships with enterprise stakeholders • See AI as a tool that amplifies your effectiveness • Want ownership instead of a ticket queue • Are excited to help create something new rather than inherit something established
Responsibilities
• Own Enterprise Customer Relationships • Serve as the primary technical support partner for a portfolio of enterprise customers • Build trusted relationships with technical and operational stakeholders • Conduct account reviews, identify trends, and proactively address risks • Help customers maximize the value of their NICE investments • Partner closely with Customer Success, Services, Product, and Engineering teams • Solve Complex Technical Problems • Troubleshoot advanced issues across NICE CXone and related applications • Investigate routing, telephony, analytics, integrations, APIs, and platform performance • Act as the quarterback for escalations, coordinating SMEs and Engineering teams when necessary • Drive issues to resolution while maintaining exceptional customer communication • Translate technical complexity into clear business outcomes • Leverage AI as a Force Multiplier • Utilize AI-driven tools to accelerate investigations and customer insights • Review AI-generated recommendations and apply technical judgment • Provide feedback that helps improve support automation capabilities • Use AI-powered account intelligence to identify opportunities and risks proactively • Help establish best practices for AI-augmented customer support • Influence the Future • Help define how emerging AI support capabilities are used at enterprise scale • Contribute to knowledge management and support process innovation • Mentor peers and promote operational excellence
Benefits
• Most support organizations ask engineers to manage tickets. • We're asking you to manage outcomes. • You'll leverage AI-powered assistants that surface insights, identify patterns, summarize account activity, and provide technical context—allowing you to focus on relationship building, critical thinking, and technical leadership. • Rather than sitting in a reactive queue, you'll own customer success from a support perspective, combining deep technical expertise with strategic account ownership. • You'll help shape a role that doesn't exist in most organizations today. • You'll join a highly supportive leadership team known for investing in people, collaboration, and growth. You'll work alongside experienced technical leaders while partnering with some of the biggest brands in the world. • Most importantly, you'll help build a new operating model for enterprise support at a company leading the conversation around AI-powered customer experience. • 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.
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