Principal AI-Driven Enterprise Support Engineer

This is a fully remote position, open to applicants in Washington.

📋 Description

• Act as a reliable advisor for a portfolio of high-value enterprise clients.

• Establish relationships with executive and senior technical stakeholders.

• Direct strategic support efforts and conduct account health assessments.

• Recognize operational risks and proactively implement remediation plans.

• Drive customer adoption, retention, and ensure long-term success.

• Manage the most intricate customer issues related to NICE CXone and related technologies.

• Oversee critical escalations that involve integrations, telephony, routing, analytics, APIs, and platform infrastructure.

• Conduct root-cause analysis and develop long-term resolution strategies.

• Utilize AI-driven insights to enhance impact across a diverse portfolio.

• Coach senior engineers and budding technical leaders.

• Collaborate with executives and product leadership on customer-focused priorities.

⛳️ Requirements

• Over 10 years of experience supporting enterprise SaaS, cloud, or CCaaS technologies.

• Proven track record in managing extensive, complex enterprise customer relationships.

• In-depth expertise in troubleshooting advanced technical environments.

• Experience in leading high-severity customer escalations.

• Strong executive presence coupled with effective customer-facing communication skills.

• Ability to influence across various organizations without direct authority.

• Familiarity with NICE CXone, Genesys, Cisco, Amazon Connect, Five9, or similar enterprise contact center platforms (preferred).

• Background in supporting Fortune 500 companies (preferred).

• Demonstrated experience in utilizing AI-enabled workflows to enhance operational outcomes (preferred).

🏝️ Benefits

• Opportunity to influence how enterprise software companies provide support to customers in the AI era.

• Collaborate with globally recognized brands.

• Impact a strategic initiative within the company.