Professional Services Engineer (Chatbot)

At NICE, we don’t limit our challenges. We challenge our limits. Constantly. We’re relentless. We’re ambitious. And we make an impact. Our NICErs bring their A game and spend each day turning it into an A+. And if you’re like us, we can offer you the kind of challenge that will light a fire within you.

The Professional Services Implementation Engineer, AI is a customer-facing, billable role within the delivery team, responsible for the remote implementation, configuration, and integration of the NICE CXone platform. The role focuses on delivering specialized AI-driven solutions, including chatbots, voicebots, knowledge assistants, and multimodal experiences. It combines strong technical implementation skills with conversational design expertise. Working closely with project teams from sales handoff through project closure, the engineer plays a critical role in ensuring successful and high-quality customer outcomes.

• Lead and execute implementation activities for NICE CSA solutions, ensuring quality and on-time delivery.
• Configure, integrate, and optimize solutions in line with customer and project requirements.

• Work closely with cross-functional teams to support successful project outcomes.
• Contribute to a collaborative, high-performing environment within the Customer Services Automation CoE.

• Manage assigned tasks and deliverables in alignment with project and CoE objectives.
• Contribute to the development and adoption of best practices and delivery methodologies for NICE CSA solutions.
• Ability to work in shifts covering APAC, EMEA & AMERICAS regions.

• Bring 2+ years of experience with AI, digital channels, or enterprise contact center solutions.
• BE/B.TECH in a technical (e.g., CS/IT/E&C) or business or business field (e.g., Computer Science, Information Systems, Engineering) or equivalent work experience.
• Lead end-to-end AI implementations from pilot to enterprise-scale deployment.
• Configure and build AI solutions across NLU, IVR/ACD, ASR, digital channels, and knowledge platforms.
• Develop high-quality chatbot and voicebot applications with strong architectural and performance focus.
• Design and deliver seamless integrations across CRMs, APIs, and customer ecosystems.
• Support testing, UAT, go-live, Hypercare, and post-deployment optimization.
• Solve complex technical challenges with sound architectural judgment.
• Design intuitive, user-centric conversational experiences and AI personas.
• Define user intents, journeys, dialog flows, and interaction models.
• Lead conversational design workshops and advise on UX best practices.
• Partner with project managers on solution design, delivery, and risk management.
• Enable customers and partners through training, workshops, demos, and documentation.
• Mentor peers and contribute reusable templates and implementation best practices.
• Demonstrate strong skills in APIs, CRM integrations, and large-scale deployments.
• Communicate complex AI concepts clearly and collaborate effectively across teams.

• Prior implementation experience, specifically within the contact center or customer experience domain. 
• Experience with NiCE CXone products or other cloud-based contact center platforms. 

Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr.

At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

Requisition ID: 9627
Reporting into: Tech Manager
Role Type: Individual Contributor