Sr AI-Driven Enterprise Support Engineer

At NiCE, we challenge our limits, set the highest standards, and execute beyond them. We're looking for ambitious game-changers who play to win and thrive in a high-performance environment.

About the role

We're building the next generation of enterprise customer support—where AI handles routine work, and exceptional engineers focus on solving complex problems, building customer trust, and driving strategic outcomes. This isn't a traditional support engineering role; it's an opportunity to redefine how enterprise software support operates in the age of AI. You'll partner with some of the world's most recognizable brands, leverage cutting-edge AI tools, and serve as the technical quarterback for enterprise customers running mission-critical contact center technology.

Unlike most support organizations that ask engineers to manage tickets, we ask you to manage outcomes. You'll leverage AI-powered assistants that surface insights, identify patterns, summarize account activity, and provide technical context, allowing you to focus on relationship building, critical thinking, and technical leadership. You'll own customer success from a support perspective, combining deep technical expertise with strategic account ownership.

Responsibilities

• Serve as the primary technical support partner for a portfolio of enterprise customers
• Build trusted relationships with technical and operational stakeholders
• Conduct account reviews, identify trends, and proactively address risks
• Help customers maximize the value of their NICE investments
• Partner closely with Customer Success, Services, Product, and Engineering teams
• Troubleshoot advanced issues across NICE CXone and related applications, including routing, telephony, analytics, integrations, APIs, and platform performance
• Act as the quarterback for escalations, coordinating SMEs and Engineering teams when necessary
• Drive issues to resolution while maintaining exceptional customer communication
• Translate technical complexity into clear business outcomes
• Utilize AI-driven tools to accelerate investigations and customer insights
• Review AI-generated recommendations and apply technical judgment
• Provide feedback that helps improve support automation capabilities
• Use AI-powered account intelligence to identify opportunities and risks proactively
• Help establish best practices for AI-augmented customer support
• Share customer feedback directly with Product and AI teams
• Help define how emerging AI support capabilities are used at enterprise scale
• Contribute to knowledge management and support process innovation
• Mentor peers and promote operational excellence

Requirements

• 6+ years supporting enterprise SaaS, cloud, CCaaS, or contact center technologies
• Experience owning customer-facing technical relationships
• Strong troubleshooting and problem-solving capabilities
• Experience managing complex escalations and cross-functional resolution efforts
• Familiarity with APIs, integrations, logs, and platform diagnostics
• Ability to communicate effectively with both technical and business stakeholders

Qualifications

• NICE CXone, Genesys Cloud, Cisco, Five9, Avaya, Amazon Connect, or similar platforms
• Technical Account Management (TAM) experience
• Contact center technologies including ACD, IVR, omnichannel routing, and workforce solutions
• Salesforce, ServiceNow, Dynamics 365, or CRM integrations
• Experience leveraging AI tools in technical support or customer-facing environments

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.