Sr AI-Driven Enterprise Support Engineer
Core
Sr AI-Driven Enterprise Support Engineer managing outcomes for enterprise customers by leveraging AI tools to solve complex technical issues and drive strategic account success.
Role type
Senior IC enterprise support engineer (AI-augmented)
Builds
Customer trust, resolved complex technical issues, and strategic account outcomes for enterprise clients
Domain
Contact center technology (CCaaS) and enterprise SaaS
Deliverable
client delivery
Required skills
enterprise SaaS support, customer relationship management, complex troubleshooting, escalation management, API/integration diagnostics, cross-functional collaboration
Preferred skills
NICE CXone/Genesys Cloud experience, Technical Account Management (TAM), omnichannel routing, CRM integrations, AI tool usage in support
Technologies
NICE CXone, Genesys Cloud, Cisco, Five9, Avaya, Amazon Connect, Salesforce, ServiceNow, Dynamics 365
Responsibilities
Serve as primary technical partner for enterprise customer portfolios, troubleshoot advanced issues across contact center platforms, leverage AI tools to accelerate investigations, coordinate cross-functional escalations, and influence product/AI teams with customer feedback
Seniority
Senior, hands-on IC with strategic account ownership
