NICE - Principal AI-Driven Enterprise Support Engineer

• This role sits at the intersection of: • Enterprise Support Engineering • Technical Account Management • Customer Advocacy • AI-Augmented Operations • You'll engage directly with Fortune 500 customers, influence product direction, help shape support strategy, and establish standards for how AI and human expertise work together to deliver exceptional customer outcomes. • You'll have a seat at the table, not just a ticket queue. • What You'll Own • Strategic Enterprise Account Leadership • Serve as a trusted advisor for a portfolio of high-value enterprise customers • Build executive and senior technical stakeholder relationships • Lead strategic support initiatives and account health reviews • Identify operational risks and proactively drive remediation plans • Influence customer adoption, retention, and long-term success • Advanced Technical Problem Solving • Own the most complex customer issues across NICE CXone and adjacent technologies • Lead critical escalations involving integrations, telephony, routing, analytics, APIs, and platform infrastructure • Serve as the technical quarterback across Product, Engineering, Support, and Services organizations • Drive root-cause analysis and long-term resolution strategies • AI-Powered Operational Excellence • Leverage AI-driven insights to scale impact across a broad portfolio • Evaluate the effectiveness of support-related AI capabilities • Provide direct feedback influencing future AI solutions • Establish best practices for AI-assisted support operations • Help define frameworks that other engineers will follow • Organizational Leadership • Mentor senior engineers and emerging technical leaders • Drive improvements to support processes and customer engagement models • Influence support strategy at an organizational level • Partner with executives and product leadership on customer-driven priorities • You'll work with globally recognized brands, influence a strategic company initiative, and help create a role category many organizations haven't yet imagined. • This isn't simply a principal support position. • It's an opportunity to shape how enterprise software companies support customers in the AI era. • The playbook doesn't exist yet. • You'll help write it. • 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.