Principal AI-Driven Enterprise Support Engineer

🕒 Yesterday

☕ Washington – Remote

☕ Washington – Remote

⏰ Full Time

🔴 Lead

🤖 AI Engineer

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NICE

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1991

☁️ SaaS

🤖 Artificial Intelligence

📡 Telecommunications

SaaS • Artificial Intelligence • Telecommunications

NICE is a leading provider of AI-powered customer service automation solutions, transforming contact centers into world-class customer experience centers. Their CXone Mpower platform offers end-to-end automation of customer service workflows, integrating human and AI agents to deliver efficient and personalized customer interactions. NICE's offerings include AI for customer experience, digital and self-service solutions, workforce engagement and management, and complete cloud-based contact center platforms. They are recognized as a leader in the Contact Center as a Service (CCaaS) industry, providing tools for increased operational efficiency, employee engagement, and enhanced customer satisfaction.

📋 Description

• Serve as a trusted advisor for a portfolio of high-value enterprise customers • Build executive and senior technical stakeholder relationships • Lead strategic support initiatives and account health reviews • Identify operational risks and proactively drive remediation plans • Influence customer adoption, retention, and long-term success. • Own the most complex customer issues across NICE CXone and adjacent technologies. • Lead critical escalations involving integrations, telephony, routing, analytics, APIs, and platform infrastructure. • Drive root-cause analysis and long-term resolution strategies. • Leverage AI-driven insights to scale impact across a broad portfolio. • Mentor senior engineers and emerging technical leaders. • Partner with executives and product leadership on customer-driven priorities.

🎯 Requirements

• 10+ years supporting enterprise SaaS, cloud, or CCaaS technologies • Proven success managing large, complex enterprise customer relationships • Deep expertise troubleshooting sophisticated technical environments • Experience leading high-severity customer escalations • Strong executive presence and customer-facing communication skills • Ability to influence across multiple organizations without direct authority. • NICE CXone, Genesys, Cisco, Amazon Connect, Five9, or comparable enterprise contact center platforms (preferred) • Experience supporting Fortune 500 organizations (preferred) • Demonstrated use of AI-enabled workflows to improve operational outcomes (preferred).

🏖️ Benefits

• Opportunity to shape how enterprise software companies support customers in the AI era. • Work with globally recognized brands. • Influence a strategic company initiative.