NiCE · 7 hours ago
Senior Professional Services Implementation Engineer, AI, CX
United States
Full-time
Remote
Senior Level
5+ years expNICE is a global company known for its innovative software products that enhance customer experiences and ensure public safety. The Senior Professional Services Implementation Engineer, AI is responsible for delivering specialized AI-driven solutions within the NICE CXone platform, blending technical implementation expertise with conversational design leadership.
Enterprise SoftwareInformation TechnologyRobotic Process Automation (RPA)SecuritySoftware
Responsibilities
Lead complex implementations from pilot to full deployment, ensuring scalable, high-performing AI solutions for enterprise customers
Configure and build CXone AI solutions, covering NLU, IVR/ACD, ASR, digital channels, and knowledge-driven capabilities
Develop AI applications (chatbots and voicebots) with a focus on code quality, architectural rigor, and system stability
Integrate systems seamlessly across CRMs, APIs, and customer ecosystems to create cohesive, end-to-end technical architectures
Guide successful launches by supporting testing, UAT, go-live readiness, and hypercare with post-deployment optimization
Solve complex challenges with strong architectural judgment, creative troubleshooting, and a focus on performance
Collaborate across teams to influence product direction and ensure technical deliverables align with customer requirements
Enable customers and partners through technical training, configuration workshops, and guidance that builds long-term self-sufficiency
Create high-impact documentation that clarifies technical concepts and supports the quick resolution of system issues
Showcase solution value by rapidly assembling functional technical demos that help customers make informed decisions
Design intuitive AI applications that prioritize user-centric interactions and seamless experiences
Define user intents, journeys, and decision paths to map out logical and efficient customer interactions
Create detailed dialog flows, scripts, and interaction models for virtual assistants, ensuring clarity and tone consistency
Lead conversational design workshops to uncover user needs and align stakeholders on the vision for the experience
Develop AI assistant personas and multimodal interaction patterns to humanize the interface
Advise clients on conversational strategies, providing expert guidance on UX best practices and usability standards
Partner with project managers on solution design and delivery
Manage lifecycle development, change control, and risk mitigation
Deliver enablement for partners and customers
Mentor colleagues on AI configuration and conversational design
Produce reusable documentation, templates, and guidelines
Advocate for AI and design tooling
Qualification
Required
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
Analytical, inquisitive, and committed to continuous improvement
Creative problem-solver able to design solutions for complex challenges
Customer-centric with strong empathy for end users and business stakeholders
Team-oriented with exceptional interpersonal and collaboration skills
Strong facilitation and communication abilities, capable of simplifying complex AI concepts
Comfortable navigating ambiguity and iterating in fast-paced environments
Systems thinker with an understanding of how technical components and user experience interconnect
Early adopter of innovative technologies with a passion for experimentation
Strong sense of accountability, ownership, and professional presence
Advocate for the effective use of AI tools to improve decision-making and operational efficiency across the organization
Benefits
Flexible Work Model: Experience the NICE-FLEX hybrid model with two days in the office and three days of remote work per week, fostering collaboration and innovation while maintaining work-life balance.
Company
NiCE
NiCE is transforming the world with AI that puts people first.
5001-10000 employees
H1B Sponsorship
NiCE has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (5)
2024 (14)
2023 (8)
2022 (8)
2021 (11)
2020 (10)
Funding
Current Stage
Public CompanyTotal Funding
unknown1996-02-02IPO
Leadership Team
D
David Gustafson
VP, GM of Platform
Matt Reading
VP, Customer Succes
Recent News
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