Principal AI-Driven Enterprise Support Engineer

NICE

Principal AI-Driven Enterprise Support Engineer at NICE developing AI-augmented enterprise support strategies. Leading technical escalations and customer interactions with Fortune 500 clients.

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

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive expertise in managing complex enterprise customer relationships and leading high-severity escalations within SaaS and CCaaS environments. Proficient in leveraging AI-driven insights and mentoring technical leaders to enhance operational outcomes.

Highest-signal resume keywords

10+ Years Supporting Enterprise SaaSNICE CXone ExpertiseCustomer-Facing Communication SkillsExperience Leading High-Severity EscalationsAI-Enabled Workflows

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Troubleshooting Technical EnvironmentsRoot-Cause AnalysisOperational Risk ManagementAccount Health ReviewsCustomer Adoption Strategies

Soft Skills

Executive PresenceInfluencing Without AuthorityMentoring Technical Leaders

Tools & Technologies

NICE CXoneGenesysCiscoAmazon ConnectFive9

Industry Keywords

Enterprise Customer RelationshipsCloud TechnologiesCCaaS TechnologiesFortune 500 ExperienceCustomer Retention

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

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.
Own the most complex customer issues across NICE CXone and adjacent technologies.
Lead critical escalations involving integrations, telephony, routing, analytics, APIs, and platform infrastructure.
Drive root-cause analysis and long-term resolution strategies.
Leverage AI-driven insights to scale impact across a broad portfolio.
Mentor senior engineers and emerging technical leaders.
Partner with executives and product leadership on customer-driven priorities.

Requirements

What you’ll need

10+ years supporting enterprise SaaS, cloud, or CCaaS technologies
Proven success managing large, complex enterprise customer relationships
Deep expertise troubleshooting sophisticated technical environments
Experience leading high-severity customer escalations
Strong executive presence and customer-facing communication skills
Ability to influence across multiple organizations without direct authority.
NICE CXone, Genesys, Cisco, Amazon Connect, Five9, or comparable enterprise contact center platforms (preferred)
Experience supporting Fortune 500 organizations (preferred)
Demonstrated use of AI-enabled workflows to improve operational outcomes (preferred).

Benefits

Comp & perks

Opportunity to shape how enterprise software companies support customers in the AI era.
Work with globally recognized brands.
Influence a strategic company initiative.