Lead Professional Services Engineer (AI)
Core
Customer-facing engineer delivering specialized expertise, consulting, implementation, and optimization of NiCE CXone, CRM integrations, and AI-driven applications for enterprise contact centers.
Role type
Senior IC Professional Services Engineer (AI & Contact Center)
Builds
Scalable, high-performing CX and AI solutions for enterprise customers
Domain
Contact Center Technology, AI, CRM Integrations
Deliverable
production ML models | product features
Required skills
Contact center technologies configuration, CRM integrations, API integration, Generative AI models, NLU techniques, Business analysis, Workflow design, Project management, Mentoring
Preferred skills
Digital channels experience, Bot-driven applications, Emerging trends in digital customer engagement
Technologies
CXone, ACD, IVR, ASR, NLU, APIs, Lucidchart, Microsoft Visio
Responsibilities
Lead complex implementations from pilot to full deployment, Configure and develop NICE solutions including AI and CRM integrations, Collaborate with project managers to oversee end-to-end project rollouts, Provide subject matter expertise during client consultations, Supervise junior level client staff and sub-contracted personnel
Seniority
Senior, hands-on IC with mentorship responsibilities
