Professional Services Engineer (GenAI)

Overview

Senior Professional Services Engineer (GenAI) is a customer-facing, billable role delivering specialized expertise and solutions for NICE products and services, focused on implementing and optimizing AI-driven applications for enterprise contact centers.

What you'll do

• Configure, program, develop, and modify NICE CXone solutions including AI, NLU, ACD, IVR, ASR, and CRM integrations.
• Design and develop multiple AI and bot applications aligned with customer requirements and industry best practices.
• Optimize and maintain AI bots, including generative and legacy models.
• Partner with customers on knowledge management curation.
• Implement and enhance AI-driven services such as knowledge assistant engines and conversational intelligence.
• Collaborate on end-to-end project rollouts and manage system lifecycle, change control, and risk analysis.
• Provide subject matter expertise and conduct business analysis during client consultations.

What you'll need

• Bachelor’s degree in a technical or business field or equivalent work experience.
• 4–8 years of professional experience.
• 2+ years preferred in digital channels or AI/bot software applications.
• Experience configuring and programming AI and contact center technologies.
• Experience with CRM integrations, APIs, and ecosystem technologies.
• Familiarity with generative AI models, NLU techniques, and automation principles.
• Analytical and inquisitive mindset.

Details

• Hybrid work using NICE-FLEX: 2 days working from the office and 3 days remote each week.
• Individual Contributor role type.
• Reporting into Tech Manager.