Lead Professional Services Engineer (AI)

The role

The Professional Services Engineer is a customer-facing, billable role. You will consult, implement, configure, and optimize NiCE applications including CXone, CRM integrations, and AI-driven solutions for enterprise contact centres.

What you will do

• Lead complex implementations from pilot to full deployment.
• Configure, program, and develop NICE solutions including ACD, IVR, ASR, AI, NLU, and CRM integrations.
• Integrate systems across CRMs, APIs, and customer ecosystems.
• Collaborate with project managers to design and oversee end-to-end project rollouts.
• Manage system lifecycle development, change control processes, and risk analysis.
• Serve in a project manager capacity for small to large-scale projects.
• Provide subject matter expertise on NICE products and AI solutions during client consultations.
• Conduct business analysis to assess user needs and design tailored solutions.
• Support testing, UAT, go-live readiness, and hypercare.
• Supervise junior level client staff or sub-contracted personnel during project life cycle.

Required qualifications

• 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.
• At least 1+ year working with digital channels, AI, or bot-driven applications.
• Expertise supporting large enterprise environments, including complex integrations and deployments at scale.
• Expertise configuring contact center technologies.
• Expertise in CRM integrations, APIs, and related ecosystem technologies.
• Deep skills around business analysis/call centers.
• Experience in the KPIs and best practices of call centers and their operations.
• Design and documentation of workflows using diagramming tools such as Lucidchart or Microsoft Visio.
• Supporting detailed use cases, test plans, and UAT guidance.

Nice to have

• Familiarity with Generative AI models, NLU techniques, automation principles
• Familiarity with emerging trends in digital customer engagement

Benefits

• NiCE-FLEX hybrid model: 2 days working from the office and 3 days of remote work, each week

About the company

NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses to deliver customer experiences, fight financial crime and ensure public safety. The company is an innovation powerhouse in AI, cloud and digital with over 8,500 employees across 30+ countries.