Lead Professional Services Engineer (AI)

Bachelor's degree in a technical or business field (e.g., Computer Science, Information Systems, Engineering) or equivalent work experience.

5+ years of professional experience, including at least 1+ year working with digital channels, AI, or bot-driven applications.

Proven expertise in: Supporting large enterprise environments, including complex integrations and deployments at scale. Configuring contact center technologies CRM integrations, APIs, and related ecosystem technologies. Business Optimization: deep skills around business analysis/call centers; experience in the KPIs and best practices of call centers and their operations. Design and documentation of workflows using diagramming tools such as Lucidchart or Microsoft Visio and supporting detailed use cases, test plans, and UAT guidance

Supporting large enterprise environments, including complex integrations and deployments at scale.

Configuring contact center technologies

CRM integrations, APIs, and related ecosystem technologies.

Business Optimization: deep skills around business analysis/call centers; experience in the KPIs and best practices of call centers and their operations.

Design and documentation of workflows using diagramming tools such as Lucidchart or Microsoft Visio and supporting detailed use cases, test plans, and UAT guidance

Familiarity with: Generative AI models, NLU techniques, automation principles Emerging trends in digital customer engagement

Generative AI models, NLU techniques, automation principles

Emerging trends in digital customer engagement

Desired personal traits

Analytical and inquisitive mindset.

Team and customer-oriented with strong interpersonal skills.

Early adopter of innovative technologies.

Strong sense of accountability and ownership.

Professional communication, behaviour and demeanour.

What’s in it for you? Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NiCE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NiCEr!

Enjoy NICE-FLEX! At NiCE, we work according to the NiCE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

Requisition ID: 11806 Reporting To: Manager Role Type: Individual Contributor

About NiCE

NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.