Forward Deployment Engineer

🔥 0 minutes ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

⛑ DevOps & Site Reliability Engineer (SRE)

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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

• Design and build AI-driven virtual agents for customer service workflows across digital and voice channels • Develop intelligent automation using the NiCE AI and Digital portfolio, including conversational AI, knowledge systems, and omnichannel engagement capabilities • Architect agent behaviors, prompting strategies, knowledge retrieval patterns, workflow orchestration, and decision logic • Own the full AI-agent lifecycle from design through deployment and ongoing optimization • Implement observability, evaluation, and feedback loops to improve agent accuracy, reliability, and business outcomes • Build integrations between AI agents and CRM, commerce, knowledge-base, and operational systems • Develop APIs, services, orchestration layers, and multi-step workflows across systems of record • Build full-stack solutions, prototypes, working applications, reusable components, and development environments • Partner directly with customers to understand operational challenges and translate requirements into technical architectures and working solutions • Build proof-of-value implementations and production-ready agent capabilities • Collaborate with product, engineering, and sales teams to identify product gaps and innovation opportunities • Provide field insights that inform the product roadmap and future platform capabilities • Design technical demonstrations and reusable demo frameworks for enterprise use cases • Support sales engineering and presales teams in communicating AI-driven customer engagement solutions • Enable internal teams with technical knowledge of AI agents, integrations, and platform capabilities

🎯 Requirements

• Deep technical expertise across full-stack development, AI agent architectures, APIs, integrations, and conversational automation • Knowledge of large language models • Prompt engineering experience • Experience with agent orchestration frameworks • Knowledge of retrieval-augmented knowledge systems • Conversational AI architecture expertise • Backend services and API development • Web and conversational interface development • Integration layers and data pipelines • REST APIs and microservices • CRM and business system integrations • Knowledge systems and data stores • Identity and access management • Ability to work directly with customers and business leaders • Ability to translate complex business challenges and requirements into technical architectures and working solutions

🏖️ Benefits

• Fast-paced, collaborative, and creative work environment • Opportunities to learn and grow • Internal career opportunities across multiple roles, disciplines, domains, and locations • Equal opportunity employment