Principal AI-Driven Enterprise Support Engineer @NICE

Overview

The Principal AI-Driven Enterprise Support Engineer role at NiCE involves leading technical support initiatives for enterprise customers, utilizing AI to enhance operational efficiency, and fostering customer relationships. This position is integral to shaping how enterprises leverage AI in their support operations.

Key Responsibilities

• Serve as a trusted advisor for a portfolio of high-value enterprise customers.
• Build relationships with executive and senior technical stakeholders.
• Lead strategic support initiatives and account health reviews.
• Identify operational risks and proactively drive remediation plans.
• Own complex customer issues across NICE CXone and adjacent technologies.
• Lead critical escalations involving integrations, telephony, routing, analytics, and platform infrastructure.
• Leverage AI-driven insights for operational excellence.
• Mentor senior engineers and emerging technical leaders.

Requirements

• 10+ years of experience supporting enterprise SaaS, cloud, or CCaaS technologies.
• Proven success in managing large, complex enterprise customer relationships.
• Deep expertise in troubleshooting sophisticated technical environments.
• Strong executive presence and excellent customer-facing communication skills.
• Ability to influence across multiple organizations without direct authority.

Benefits

Applicants are encouraged to inquire about specific benefits during the application process.

Location

Remote or hybrid with a preference for candidates based in the USA.

How to Apply

Please visit the NiCE careers page to apply.