Professional Services Engineer

About the role

We are looking for a Professional Services Engineer to join our growing professional services team in the US. This role involves becoming a Proactive AI and Cognigy expert and advocate, delivering high-quality implementations, analysis, support, and more to clients globally.

Responsibilities

• Implement Proactive AI Agents under the guidance of senior engineers, from requirements understanding through configuration, testing, and deployment.
• Support client engagements by delivering assigned technical tasks with a focus on quality, accuracy, and customer satisfaction.
• Collaborate with regional and global teams to build, test, and support proactive customer journeys using internal tools and APIs.
• Analyze client requirements and assist in translating business processes into automated solutions.
• Configure and customize the SaaS platform to meet customer needs.
• Aid in documenting solution designs, integrations, and implementation steps.
• Perform troubleshooting, debugging, and issue resolution for implemented solutions.
• Support customer journey optimization using transactional data and basic analytics.
• Write and debug JavaScript code to support integrations and custom logic.
• Participate in knowledge sharing, documentation, and continuous improvement initiatives within the team.
• Provide implementation or post-go-live support.
• Perform other duties as assigned in support of Professional Services objectives.

Requirements

• 3+ years of experience in professional services, software implementation, technical support, or related roles.
• Solid proficiency in SQL and JavaScript; familiarity with C#, Python, HTML, and CSS is a plus.
• Experience working with APIs for integration and data exchange in SaaS or enterprise environments.
• Ability to troubleshoot technical issues and follow established implementation best practices.
• Strong written and verbal communication skills, with the ability to work effectively with clients and internal teams.
• Willingness to learn new tools, technologies, and platforms in a fast-paced environment.

Qualifications

• Technical expertise in data structure extraction and summarization.
• Experience with JavaScript, C#, SQL, HTML, CSS, Python.
• Basic experience with data analysis, reporting, or dashboards using SQL or BI tools.
• Exposure to client-facing or support roles in a global or distributed team environment.
• Demonstrated ability to manage multiple tasks and priorities with guidance from senior team members.
• Experience using automation tools and AI.

Skills

• Proactive AI and Cognigy expertise.
• SQL and JavaScript proficiency.
• APIs for integration and data exchange.
• Technical troubleshooting and implementation best practices.
• Effective communication and collaboration.
• Learning agility and adaptability.
• Data analysis and reporting.
• Automation tools and AI experience.

Benefits

• NiCE-FLEX hybrid work model: 2 days in the office and 3 days remote each week.
• Collaborative and innovative work environment.
• Opportunities for growth and development within a market-leading company.
• Competitive compensation and benefits package.

Pay

Compensation is competitive and commensurate with experience.

Schedule

The role is full-time and based in the US.

Benefits

• Flexible work schedule with 2 days in the office and 3 days remote each week.
• Market-leading benefits package.
• Opportunities for growth and development.
• Collaborative and innovative work environment.

What's in it for you?

• Join an innovative, global company where the teams are made up of the best of the best.
• Work in a fast-paced, collaborative, and creative environment.
• Enjoy NiCE-FLEX, a flexible work model that maximizes your productivity and work-life balance.
• Be part of a market leader that consistently ranks as the top in its domains.
• Receive competitive compensation and benefits.
• Grow your career with endless internal opportunities across multiple roles, disciplines, domains, and locations.