Professional Services Engineer @NICE Ltd.

Overview

The Professional Services Engineer at NiCE is a customer-facing, billable role responsible for delivering specialized expertise and solutions for NiCE products and services, including implementing and optimizing AI-driven applications for enterprise contact centers.

Key Responsibilities

• Technical Implementation:
  • Implement & provide technical consulting in areas such as AI, NLU, CRM integrations, APIs, ACD, IVR, ASR, and other contact center features.
  • Provide technical configuration and light programming as needed (JavaScript, HTML/CSS).
  • Manage development and enhancements of existing applications.
  • Structure knowledge repositories for intuitive navigation.
  • Understand SAML 2.0, OAuth 2.0, OpenID Connect, and IAM platforms like Okta, Azure AD, Ping Identity, and OneLogin.
• Project Management:
  • Collaborate with Project Managers for end-to-end project rollouts.
  • Manage system lifecycle development, change control processes, and risk analysis.
  • Ensure seamless project execution through inter-departmental coordination.
• Business Consulting:
  • Provide subject matter expertise during client consultations.
  • Conduct business analysis to design tailored solutions.
  • Regularly interact with client teams to understand needs and align on progress.
• Leadership and Customer Handling:
  • Mentor and lead project teams, sharing expertise and fostering collaboration.
  • Develop documentation and processes for emerging digital products.
  • Translate technical concepts into business terms and manage expectations.

Requirements

• Bachelor’s degree in a technical or business field or equivalent work experience.
• 2+ years of professional experience, with 1+ years in digital channels or AI software applications preferred.
• Proven expertise in AI and contact center technologies, CRM integrations, and ecosystem technologies.
• Familiarity with generative AI models and industry trends in AI and digital customer engagement.
• Desired personal traits: analytical mindset, team-oriented, innovative technology adopter, strong accountability, and professional communication skills.

Benefits

Working at NiCE offers a dynamic environment with opportunities for growth and collaboration. The NiCE-FLEX hybrid model allows for maximum flexibility with 2 days in-office and 3 days remote work each week.

Location

Remote role with flexibility for individuals based in India.

How to Apply

Please apply through the company's career page.

Deadline

No specific deadline stated.