Professional Services Engineer (Quality Assurance and Automation), CX
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 Professional Services Engineer (Quality Assurance and Automation) is a customer-facing, billable role responsible for delivering specialized expertise and solutions for NICE products and services. This includes implementing, configuring, and optimizing AI-driven applications, such as chatbots, knowledge assistants, and other digital solutions, for enterprise contact centers. The position combines technical and business responsibilities, requiring engagement with clients to understand their needs, provide consultative support, and deliver cutting-edge solutions.
As a rapidly growing business, we are building a professional services team here in Manila. In this new role, you will become a MPower Proactive AI Agents expert and advocate, delivering high-quality implementations, analysis, support, and many more to clients across the globe.
Working initially with both the EU and US teams you will provide implementation and support to our new and existing clients, then when MPower Proactive AI Agents expands into APAC, the Manila team will also lead the implementation, quality assurance, support, and delivery for local clients.
Key Responsibilities
Become an expert in Proactive AI solution design consultancy, quality assurance, automation, and implementation
Own quality assurance for Proactive AI implementations, including test planning, execution, regression, and defect management
Configure, test, debug, and deploy SaaS-based customer journeys aligned to client requirements
Translate business requirements into testable specifications, including end‑to‑end integration documentation
Validate data flows, APIs, and integrations using configuration‑based, manual, and automated testing approaches
Analyze Proactive AI transactional data to support journey optimization and issue root-cause analysis
Write and maintain SQL queries, JavaScript snippets, and API test scenarios as needed
Produce clear, actionable documentation (test cases, defects, release readiness, and handover artifacts)
Collaborate with distributed global teams across time zones
Support client go‑lives and provide on‑call production support as required
Contribute to onboarding and knowledge sharing for new implementation team members
Basic Qualifications
3+ years of experience in Quality Assurance, test automation, or implementation/consulting roles
Strong understanding of the QA lifecycle: test planning, execution, defect management, and regression testing
Hands-on experience designing and executing test cases with clear acceptance criteria and requirements traceability
Exposure to test automation, configuration‑based testing, or low‑code/no‑code automation tools
Solid analytical and debugging skills, able to triage issues across configuration, data, and integration layers
Familiarity with Agile/Scrum workflows and Jira-based task management
Good communications skills for walkthroughs, triages and clarifications
Strong documentation skills for test plans, results, and defects
Collaborative team player with experience working across distributed/global teams
Amenable to work shifting schedules
Preferred Qualifications
If you don't have these but are willing to learn, please apply:
Experience with data extraction, transformation, and summarization, including working with structured datasets or payloads
Hands-on experience testing APIs (REST/JSON), including validation of responses, payload integrity, and integration workflows
Proficiency with Excel for data manipulation; familiarity with Tableau or other BI tools for reporting or analysis
Hands on experience utilizing AI in testing
Understanding of data-driven testing concepts
Exposure to multi-channel or communications platforms (SMS, Voice, Email, Chat) is a plus
Basic familiarity with version control (Git) or CI/CD concepts is helpful but not required
Experience with Automation and Configuration
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: 10781
Reporting into: Team Lead, Professional Services
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.
