Senior Professional Services Implementation Engineer, AI at NICE

<div class="content-intro"><p>At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.</p></div><p><span style="font-size: 12pt;"><strong>Position Overview:</strong>&nbsp;</span><br><span style="font-size: 12pt;">The Professional Services Implementation Engineer, AI is a customer-facing, billable role responsible for delivering specialized AI-driven solutions within the NICE CXone platform. This role blends technical implementation expertise with conversational design leadership, enabling customers to build engaging, effective AI agents, including chatbots, voicebots, knowledge assistants, and multimodal experiences.</span></p> <p><span style="font-size: 12pt;"><strong>Key Responsibilities:<br></strong></span><br><span style="font-size: 12pt;"><strong>Technical Implementation</strong></span></p> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Lead complex implementations from <span style="font-family: arial, helvetica, sans-serif;">pilot</span> to full deployment, ensuring scalable, high-performing AI solutions for enterprise customers.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Configure and build CXone AI solutions, covering NLU, IVR/ACD, ASR, digital channels, and knowledge-driven capabilities.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Develop AI applications (chatbots and voicebots) with a focus on code quality, architectural rigor, and system stability.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Integrate systems seamlessly across CRMs, APIs, and customer ecosystems to create cohesive, end-to-end technical architectures.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Guide successful launches by supporting testing, UAT, go-live readiness, and hypercare with post-deployment optimization.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Solve complex challenges with strong architectural judgment, creative troubleshooting, and a focus on performance.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Collaborate across teams to influence product direction and ensure technical deliverables align with customer requirements.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Enable customers and partners through technical training, configuration workshops, and guidance that builds long-term self-sufficiency.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Create high-impact documentation that clarifies technical concepts and supports the quick resolution of system issues.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Showcase solution value by rapidly assembling functional technical demos that help customers make informed decisions.</span></li> </ul> <p><span style="font-size: 12pt;"><strong>Conversational Design &amp; User Experience</strong></span></p> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Design intuitive AI applications that prioritize user-centric interactions and seamless experiences.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Define user intents, journeys, and decision paths to map out logical and efficient customer interactions.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Create detailed dialog flows, scripts, and interaction models for virtual assistants, ensuring clarity and tone consistency.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Lead conversational design workshops to uncover user needs and align stakeholders on the vision for the experience.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Develop AI assistant personas and multimodal interaction patterns to humanize the interface.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Advise clients on conversational strategies, providing expert guidance on UX best practices and usability standards.</span></li> </ul> <p><span style="font-size: 12pt;"><strong>&nbsp;</strong><strong>Project Management &amp; Collaboration:</strong></span></p> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Partner with project managers on solution design and delivery.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Manage lifecycle development, change control, and risk mitigation.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Deliver enablement for partners and customers.</span></li> </ul> <p><span style="font-size: 12pt;"><strong>&nbsp;</strong><strong>Leadership &amp; Internal Enablement:</strong></span></p> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Mentor colleagues on AI configuration and conversational design.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Produce reusable documentation, templates, and guidelines.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Advocate for AI and design tooling.</span></li> </ul> <p><span style="font-size: 12pt;"><strong>&nbsp;</strong><strong>Qualifications:</strong></span></p> <p><span style="font-size: 12pt;"><strong>Education &amp; Experience</strong></span></p> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Bachelor’s degree in a technical or business field (e.g., Computer Science, Information Systems, Engineering) or equivalent work experience.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">5+ years of professional experience, including at least 1 year working with digital channels, AI, or bot-driven applications.</span></li> </ul> <p><span style="font-size: 12pt;"><strong>Technical &amp; Functional Expertise</strong></span></p> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Skilled in configuring AI and contact center technologies, including NLU/NLP-powered solutions.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Experience supporting large enterprise environments, including complex integrations and deployments at scale.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Proficient with CRM integrations, APIs, and related ecosystem technologies.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Knowledge of generative AI models, NLU techniques, automation principles, and emerging trends in digital customer engagement.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Familiarity with API testing and documentation tools such as Postman and Swagger.</span></li> </ul> <p><span style="font-size: 12pt;"><strong>Solution &amp; Delivery Skills</strong></span></p> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Ability to design and document workflows using diagramming tools such as Lucidchart or Microsoft Visio.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Experienced in creating detailed use cases, test plans, and UAT guidance.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Skilled in managing customer escalations while maintaining strong client relationships.</span></li> </ul> <p><span style="font-size: 12pt;"><strong>Desired Personal Traits</strong></span></p> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Analytical, inquisitive, and committed to continuous improvement.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Creative problem-solver able to design solutions for complex challenges.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Customer-centric with strong empathy for end users and business stakeholders.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Team-oriented with exceptional interpersonal and collaboration skills.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Strong facilitation and communication abilities, capable of simplifying complex AI concepts.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Comfortable navigating ambiguity and iterating in fast-paced environments.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Systems thinker with an understanding of how technical components and user experience interconnect.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Early adopter of innovative technologies with a passion for experimentation.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Strong sense of accountability, ownership, and professional presence.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Advocate for the effective use of AI tools to improve decision-making and operational efficiency across the organization.</span></li> </ul> <p><span style="font-size: 12pt;"></span></p> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><em>This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.</em></span></p> <p><span style="font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif;"><em>This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.​<br><br></em><strong>What’s in it for you?<br></strong></span><span style="font-family: arial, helvetica, sans-serif;">Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr!</span></span></p> <p><span style="font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif;"><strong>Enjoy NICE-FLEX!&nbsp;<br></strong></span><span style="font-family: arial, helvetica, sans-serif;">At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.</span></span></p> <p><span style="font-size: 12pt;"><strong>Requisition ID: </strong>10120</span><br><span style="font-size: 12pt;"><strong>Reporting To: </strong>Tech Manager</span><br><span style="font-size: 12pt;"><strong>Role Type: </strong>Individual Contributor</span></p><div class="content-conclusion"><p><em><strong>About NiCE </strong></em></p> <p><em>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. </em></p> <p><em>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. </em></p> <p><em>NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.</em></p> <p>&nbsp;</p></div>