Senior AI Designated Support Engineer

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.Sr AI-Driven Enterprise Support EngineerLocation: Seattle or Hybrid Preferred (Remote Considered)The Future of Enterprise Support Starts HereWhat if support wasn't measured by how many tickets you close, but by the outcomes you create?At NICE, we're building the next generation of enterprise customer support—where AI handles routine work, and exceptional engineers focus on what humans do best: solving complex problems, building customer trust, and driving strategic outcomes.This isn't a traditional support engineering role.It's an opportunity to become one of the first members of a team redefining how enterprise software support operates in the age of AI.You'll partner with some of the world's most recognizable brands, leverage cutting-edge AI tools built specifically for support operations, and serve as the technical quarterback for a portfolio of enterprise customers running mission-critical contact center technology.If you're equally comfortable troubleshooting a complex technical issue and leading a strategic customer conversation, we want to talk.Why This Role Is DifferentMost support organizations ask engineers to manage tickets.We're asking you to manage outcomes.You'll leverage AI-powered assistants that surface insights, identify patterns, summarize account activity, and provide technical context—allowing you to focus on relationship building, critical thinking, and technical leadership.Rather than sitting in a reactive queue, you'll own customer success from a support perspective, combining deep technical expertise with strategic account ownership.You'll help shape a role that doesn't exist in most organizations today.What You'll DoOwn Enterprise Customer RelationshipsServe as the primary technical support partner for a portfolio of enterprise customersBuild trusted relationships with technical and operational stakeholdersConduct account reviews, identify trends, and proactively address risksHelp customers maximize the value of their NICE investmentsPartner closely with Customer Success, Services, Product, and Engineering teamsSolve Complex Technical ProblemsTroubleshoot advanced issues across NICE CXone and related applicationsInvestigate routing, telephony, analytics, integrations, APIs, and platform performanceAct as the quarterback for escalations, coordinating SMEs and Engineering teams when necessaryDrive issues to resolution while maintaining exceptional customer communicationTranslate technical complexity into clear business outcomesLeverage AI as a Force MultiplierUtilize AI-driven tools to accelerate investigations and customer insightsReview AI-generated recommendations and apply technical judgmentProvide feedback that helps improve support automation capabilitiesUse AI-powered account intelligence to identify opportunities and risks proactivelyHelp establish best practices for AI-augmented customer supportInfluence the FutureShare customer feedback directly with Product and AI teamsHelp define how emerging AI support capabilities are used at enterprise scaleContribute to knowledge management and support process innovationMentor peers and promote operational excellenceWhat We're Looking ForRequired Experience6+ years supporting enterprise SaaS, cloud, CCaaS, or contact center technologiesExperience owning customer-facing technical relationshipsStrong troubleshooting and problem-solving capabilitiesExperience managing complex escalations and cross-functional resolution effortsFamiliarity with APIs, integrations, logs, and platform diagnosticsAbility to communicate effectively with both technical and business stakeholdersPreferred ExperienceNICE CXone, Genesys Cloud, Cisco, Five9, Avaya, Amazon Connect, or similar platformsTechnical Account Management (TAM) experienceContact center technologies including ACD, IVR, omnichannel routing, and workforce solutionsSalesforce, ServiceNow, Dynamics 365, or CRM integrationsExperience leveraging AI tools in technical support or customer-facing environmentsYou'll Thrive Here If You...Love solving difficult customer problemsEnjoy building trusted relationships with enterprise stakeholdersSee AI as a tool that amplifies your effectivenessWant ownership instead of a ticket queueAre excited to help create something new rather than inherit something establishedWhy NiCEYou'll join a highly supportive leadership team known for investing in people, collaboration, and growth. You'll work alongside experienced technical leaders while partnering with some of the biggest brands in the world.Most importantly, you'll help build a new operating model for enterprise support at a company leading the conversation around AI-powered customer experience.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.