Digital Professional Services Engineer, Expert Co-Pilot

Position Overview: The Professional Services Engineer is a customer-facing, billable role responsible for delivering specialized expertise and solutions for NICE products and services. This includes implementing, configuring, and optimizing AI-driven applications, such as Co-pilot, knowledge assistants, and other CXone digital solutions, for enterprise contact centers. The position combines technical and business responsibilities, requiring engagement with clients to understand their needs, Implement, provide consultative support, and deliver cutting-edge solutions.

Key Responsibilities:

• Technical Implementation:

• Implement & provide technical consulting around areas such as AI ,NLU,CRM integrations, API’s, ACD, IVR, ASR and other contact center features and applications.

• 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

• Understand SAML 2.0, OAuth 2.0, OpenID Connect, and LDAP/Kerberos; experienced with IAM platforms like Okta, Azure AD, Ping Identity, and OneLogin.

• Project Management:
• Collaborate with Project Managers to design and oversee end-to-end project rollouts.
• At times act as the Project Manager for your own project.
• Manage system lifecycle development, change control processes, and risk analysis for enterprise solutions.
• Ensure seamless project execution through inter-departmental coordination and clear communication.
• Business Consulting:
• Provide subject matter expertise on NICE CXone digital products and AI solutions during client consultations.
• Conduct business analysis to assess user needs, design tailored solutions and provide industry guidance.

• Regular interaction with client teams to understand pain points, present solutions, and align on progress

• Promote the use of AI tools to enhance decision-making and operational efficiency across business units.
• Leadership and Customer Handling:
• Once trained, mentor and lead project teams, sharing expertise and fostering a collaborative environment.
• Develop documentation and processes for emerging digital products from R&D teams.
• Regularly interact with client teams to understand needs, address pain points, and align on deliverables.
• Work closely with SMEs, admins, and business leads; share updates and drive KM adoption.
• Translate technical concepts into business terms; manage expectations and clarify scope.

Qualifications:

• Bachelor’s degree in technical (e.g., Computer Science, Information Systems, Electrical Engineering) or business field (e.g., Marketing, MIS) or equivalent work experience.
• 5+ years of professional experience, with 1+ years in digital channels or AI software applications preferred.
• Proven expertise in:
• Technical configuration and if required programming of AI and contact center technologies.
• CRM integrations, APIs, and other ecosystem technologies.
• Best practices for contact center operations and KPIs.
• Familiarity with:
• Generative AI models, NLU techniques, and automation principles.
• Industry trends and emerging technologies in AI and digital customer engagement.
• Desired personal traits:
• Analytical and inquisitive mindset.
• Team-oriented with strong interpersonal skills.
• Early adopter of innovative technologies.
• Strong sense of accountability and ownership. 
• Professional communication, behavior and demeanor.

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.

This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.​

Requisition ID: 
Reporting into: 
Role Type: Individual Contributor

What’s in it for you?

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!