Senior Professional Services Engineer (AI, Chatbot)

So, what’s the role all about?

The Senior 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.

How will you make an impact?

Technical Execution & Delivery:

• 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.

Collaboration & Knowledge Sharing:

• Provide technical configuration and, in some cases, light programming as required (JavaScript, HTML/CSS for UI tweaks).
• Provide development, and enhancement, as well as management and coordination of changes to existing applications
• Understand Structuring knowledge repositories hierarchies, categorization, and knowledge mapping for intuitive navigation

Operational Excellence:

• 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.

Have You Got What It Takes?

• Bring 4-8 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.

You Will Have an Advantage If You Also Have:

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