Lead Professional Services Engineer (AI)
Role Overview
Customer-facing, billable professional services role delivering consulting, implementation, configuration, and optimization for NiCE products.
Works with enterprise contact centers on CXone, CRM integrations, AI applications, and digital solutions.
Combines technical and business responsibilities and includes mentoring junior staff.
Key Skills for This Role
Full Job Posting
Role overview
Customer-facing, billable professional services role delivering consulting, implementation, configuration, and optimization for NiCE products.
Works with enterprise contact centers on CXone, CRM integrations, AI applications, and digital solutions.
Combines technical and business responsibilities and includes mentoring junior staff.
Technical implementation and projects
- Lead complex implementations from pilot to full deployment for enterprise CX and AI solutions.
- Configure NiCE solutions, including ACD, IVR, ASR, AI, NLU, CRM integrations, and programming as needed.
- Integrate CRMs, APIs, and customer systems; manage lifecycle development, change control, and risk analysis.
- Coordinate project rollouts across departments and oversee project execution.
Consulting and leadership
- Assess client needs, design tailored solutions, and advise on NiCE products, AI, and contact center practices.
- Support testing, UAT, go-live readiness, hypercare, and post-deployment optimization.
- Deliver enablement, workshops, reusable documentation, templates, and guidelines for customers and partners.
- Supervise junior client staff or subcontractors assigned to project teams.
Qualifications and experience
- Bachelor's degree in a technical or business field, or equivalent work experience.
- Five or more years of professional experience, including at least one year with digital channels, AI, or bot-driven applications.
- Proven enterprise implementation experience, contact center configuration, CRM/API integrations, and scaled deployments.
- Expertise in call center business analysis, KPIs, and operational best practices.
- Experience documenting workflows and preparing use cases, test plans, and UAT guidance.
Additional skills
- Familiarity with generative AI models, NLU techniques, and automation principles.
- Familiarity with digital customer engagement trends.
- An analytical, inquisitive, customer-oriented approach with accountability and professional communication.
Workplace model
- NiCE-FLEX hybrid model: two office days and three remote-work days each week.
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