Senior AI-Driven Enterprise Support Engineer

🕒 Julho 9

☕ Washington – Remoto

☕ Washington – Remote

⏰ Tempo Integral

🟠 Sênior

🤖 Engenheiro de IA

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NICE

SiteLinkedInTodas as Vagas

5001 - 10000 funcionários

Fundada em 1991

☁️ SaaS

🤖 Inteligência Artificial

📡 Telecomunicações

SaaS • Artificial Intelligence • Telecommunications

NICE é uma fornecedora líder de soluções de automação de atendimento ao cliente impulsionadas por IA, transformando contact centers em centros de experiência do cliente de classe mundial. Sua plataforma CXone Mpower oferece automação ponta a ponta dos fluxos de trabalho de atendimento, integrando agentes humanos e de IA para entregar interações eficientes e personalizadas. As ofertas da NICE incluem IA para experiência do cliente (CX), soluções digitais e de autoatendimento, engajamento e gestão da força de trabalho, e plataformas completas de contact center em nuvem. A empresa é reconhecida como líder no setor de Contact Center as a Service (CCaaS), fornecendo ferramentas para aumentar a eficiência operacional, impulsionar o engajamento dos colaboradores e elevar a satisfação dos clientes.

Descrição

• 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 • Investigate 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

🎯 Requisitos

• 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. • Preferred Experience • 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.

🏖️ Benefícios

• You'll join a highly supportive leadership team known for investing in people, collaboration, and growth. • You'll work alongside experienced technical leaders while partnering with some of the biggest brands in the world. • Help build a new operating model for enterprise support at a company leading the conversation around AI-powered customer experience.