Professional Services Engineer

NiCE · Atlanta, GA · 2 wk ago

Full-time

About the role

We are looking for a Professional Services Engineer to grow our professional services team in the US. In this role, you will become a Proactive AI and Cognigy expert and advocate, delivering high-quality implementations, analysis, support, and more to clients across the globe. You will provide implementation and configuration for both our deterministic and agentic platforms, working with US teams.

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.
Assist 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.
Experience with integration tools.
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.

Benefits

Join an ever-growing, market-disrupting, global company where 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, with endless internal career opportunities across multiple roles, disciplines, domains, and locations.

Schedule

Enjoy NiCE-FLEX! 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. Office days focus on face-to-face meetings, teamwork, and collaborative thinking to generate innovation and new ideas.

Requisition ID: 11457 | Reporting into: Director, Professional Services, Agentic | Role Type: Individual Contributor

About NiCE

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. Known as an innovation powerhouse excelling in AI, cloud, and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.