Senior Customer Service Engineer

🕒 June 17

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🔧 Field Service 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

• Provide support to customers during standard business hours through phone, chat, email, and screen sharing, with occasional extended hours as required for critical customer concerns. • Build and maintain strong customer relationships while serving as a trusted technical resource. • Own customer satisfaction by addressing overall concerns, change requests, work orders, and service-related issues. • Perform effective triage and troubleshooting for reported customer issues and provide timely resolutions. • Partner with internal teams—including Technical Support, Professional Services, Product Management, Engineering, and other cross-functional organizations—to ensure technical challenges and customer requests are progressing toward resolution within established SLA targets. • Develop and maintain in-depth knowledge of NiCE products and the technologies utilized by assigned customer accounts. • Build expertise in telecommunications, contact center technologies, and related industry solutions. • Gain a strong understanding of each customer's contact center environment and business objectives, demonstrating how NiCE solutions support their operational goals. • Monitor product and service usage, understand realized customer benefits and achievements, identify opportunities for improvement, and help define next steps that drive continued customer success.

🎯 Requirements

• 5+ years of college education or equivalent professional work experience. • 5+ years of customer service experience supporting software solutions. • 5+ years of contact center industry experience. • Demonstrated experience working collaboratively within a team environment and contributing to overall organizational success. • Strong understanding of contact center operations, business processes, and supporting software technologies.

🏖️ Benefits

• Health insurance • Paid time off • Flexible working arrangements • Professional development opportunities