Senior Professional Services Engineer (AI)

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. So, what’s the role all about? 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. How will you make an impact? Technical Implementation: 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. Conversational Design User Experience 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. Project Management Collaboration: Partner with project managers on solution design and delivery. Manage lifecycle development, change control, and risk mitigation. Deliver enablement for partners and customers. Leadership Internal Enablement: Mentor colleagues on AI configuration and conversational design Produce reusable documentation, templates, and guidelines Advocate for AI and design tooling Have you got what it takes? Education and Technical Expertise: 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. Solution Deliver ... (truncated, view full listing at source)