Senior AI-Driven Enterprise Support Engineer

🕒 2 days ago

☕ Washington – Remote

☕ Washington – Remote

⏰ Full Time

🟠 Senior

🤖 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 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

🎯 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. • 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.

🏖️ Benefits

• 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.