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NICE

Senior AI-Driven Enterprise Support Engineer

NICE

Technical support engineer for enterprise SaaS and cloud technologies. Defining customer relationships and leveraging AI to drive outcomes for enterprise customers.

Posted 7/9/2026full-timeRemote • Washington • 🇺🇸 United StatesSeniorWebsite

Core Competencies

Role fit
Core Competencies

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Demonstrates expertise in Technical Account Management, with a strong focus on customer relationship management and troubleshooting complex issues in enterprise SaaS and contact center technologies. Proficient in leveraging AI tools to enhance customer support and drive operational excellence.

Highest-signal resume keywords
Technical Account Management (TAM)NICE CXoneTroubleshooting and Problem-SolvingAPIs and IntegrationsCustomer-Facing Technical Relationships

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
Enterprise SaaS SupportCloud TechnologiesContact Center TechnologiesACDIVROmnichannel RoutingWorkforce SolutionsAI Tools in Technical SupportPlatform DiagnosticsCross-Functional Resolution
Soft Skills
Effective CommunicationRelationship BuildingMentoringOperational Excellence
Tools & Technologies
SalesforceServiceNowDynamics 365Genesys CloudCiscoFive9AvayaAmazon Connect
Industry Keywords
Customer SuccessTechnical SupportAccount ReviewsSupport AutomationKnowledge Management

Tech Stack

Tools & technologies
CloudServiceNow

About the role

Key responsibilities & impact
  • 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
  • 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
  • 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
  • Share customer feedback directly with Product and AI teams
  • 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

Requirements

What you’ll need
  • 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.
  • Preferred Experience
  • NICE CXone, Genesys Cloud, Cisco, Five9, Avaya, Amazon Connect, or similar platforms
  • Technical Account Management (TAM) experience
  • Contact center technologies including ACD, IVR, omnichannel routing, and workforce solutions
  • Salesforce, ServiceNow, Dynamics 365, or CRM integrations
  • Experience leveraging AI tools in technical support or customer-facing environments.

Benefits

Comp & perks
  • 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.
  • Help build a new operating model for enterprise support at a company leading the conversation around AI-powered customer experience.