Sr AI-Driven Enterprise Support Engineer

NICE

3h • Hybrid

About The Position

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. Most 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.

Requirements

• 6+ years supporting enterprise SaaS, cloud, CCaaS, or contact center technologies
• Experience owning customer-facing technical relationships
• Strong troubleshooting and problem-solving capabilities
• Experience managing complex escalations and cross-functional resolution efforts
• Familiarity with APIs, integrations, logs, and platform diagnostics
• Ability to communicate effectively with both technical and business stakeholders

Nice To Haves

• NICE CXone, Genesys Cloud, Cisco, Five9, Avaya, Amazon Connect, or similar platforms
• Technical Account Management (TAM) experience
• Contact center technologies including ACD, IVR, omnichannel routing, and workforce solutions
• Salesforce, ServiceNow, Dynamics 365, or CRM integrations
• Experience leveraging AI tools in technical support or customer-facing environments

Responsibilities

• Own Enterprise Customer Relationships: Serve as the primary technical support partner for a portfolio of enterprise customers. Build trusted relationships with technical and operational stakeholders. Conduct account reviews, identify trends, and proactively address risks. Help customers maximize the value of their NICE investments. Partner closely with Customer Success, Services, Product, and Engineering teams.
• Solve Complex Technical Problems: Troubleshoot advanced issues across NICE CXone and related applications. Investigate routing, telephony, analytics, integrations, APIs, and platform performance. Act as the quarterback for escalations, coordinating SMEs and Engineering teams when necessary. Drive issues to resolution while maintaining exceptional customer communication. Translate technical complexity into clear business outcomes.
• Leverage AI as a Force Multiplier: Utilize AI-driven tools to accelerate investigations and customer insights. Review AI-generated recommendations and apply technical judgment. Provide feedback that helps improve support automation capabilities. Use AI-powered account intelligence to identify opportunities and risks proactively. Help establish best practices for AI-augmented customer support.
• Influence the Future: Share customer feedback directly with Product and AI teams. Help define how emerging AI support capabilities are used at enterprise scale. Contribute to knowledge management and support process innovation. Mentor peers and promote operational excellence.

Benefits

• Investing in people, collaboration, and growth
• Working alongside experienced technical leaders
• Partnering with some of the biggest brands in the world
• Helping build a new operating model for enterprise support at a company leading the conversation around AI-powered customer experience

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed