Senior Professional Services Engineer (AI, Chatbot)
At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.
So, what’s the role all about?
The Senior Professional Services Implementation Engineer, AI is a customer-facing, billable role within the delivery team, responsible for the remote implementation, configuration, and integration of the NICE CXone platform. The role focuses on delivering specialized AI-driven solutions, including chatbots, voicebots, knowledge assistants, and multimodal experiences. It combines strong technical implementation skills with conversational design expertise. Working closely with project teams from sales handoff through project closure, the engineer plays a critical role in ensuring successful and high-quality customer outcomes.
How will you make an impact?
Technical Execution & Delivery:
- Lead and execute implementation activities for NICE CSA solutions, ensuring quality and on-time delivery.
- Configure, integrate, and optimize solutions in line with customer and project requirements.
Collaboration & Knowledge Sharing:
- Provide technical configuration and, in some cases, light programming as required (JavaScript, HTML/CSS for UI tweaks).
- Provide development, and enhancement, as well as management and coordination of changes to existing applications
- Understand Structuring knowledge repositories hierarchies, categorization, and knowledge mapping for intuitive navigation
Operational Excellence:
- Manage assigned tasks and deliverables in alignment with project and CoE objectives.
- Contribute to the development and adoption of best practices and delivery methodologies for NICE CSA solutions.
- Ability to work in shifts covering APAC, EMEA & AMERICAS regions.
Have You Got What It Takes?
- Bring 4-8 years of experience with AI, digital channels, or enterprise contact center solutions.
- BE/B.TECH in a technical (e.g., CS/IT/E&C) or business or business field (e.g., Computer Science, Information Systems, Engineering) or equivalent work experience.
- Lead end-to-end AI implementations from pilot to enterprise-scale deployment.
- Configure and build AI solutions across NLU, IVR/ACD, ASR, digital channels, and knowledge platforms.
- Develop high-quality chatbot and voicebot applications with strong architectural and performance focus.
- Design and deliver seamless integrations across CRMs, APIs, and customer ecosystems.
- Support testing, UAT, go-live, Hypercare, and post-deployment optimization.
- Solve complex technical challenges with sound architectural judgment.
- Desi
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