NICE

Senior Professional Services Implementation Engineer, AI, CX

NICE

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Senior

About the role

  • 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.

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 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.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
AI solutionsNLUIVRACDASRchatbotsvoicebotsCRM integrationsAPI integrationsgenerative AI models
Soft Skills
architectural judgmentcreative troubleshootingcollaborationmentoringclient relationship managementuser-centric designproblem-solvinginfluencingdocumentation skillstraining