Senior AI-Driven Enterprise Support Engineer

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

📋 Description

• Act as the primary technical support liaison for a portfolio of enterprise clients.

• Develop strong relationships with technical and operational stakeholders.

• Perform account assessments, identify trends, and proactively manage risks.

• Assist customers in maximizing the value of their NICE investments.

• Collaborate closely with Customer Success, Services, Product, and Engineering teams.

• Diagnose advanced issues across NICE CXone and related applications.

• Investigate routing, telephony, analytics, integrations, APIs, and platform performance.

• Serve as the lead for escalations, coordinating with SMEs and Engineering teams when necessary.

• Drive issues to resolution while ensuring outstanding communication with customers.

• Convert technical complexities into understandable business outcomes.

• Leverage AI-driven tools to expedite investigations and enhance customer insights.

• Review AI-generated suggestions and apply technical expertise.

• Provide feedback to enhance support automation capabilities.

• Utilize AI-powered account intelligence to proactively identify opportunities and risks.

• Assist in establishing best practices for AI-enhanced customer support.

• Convey customer feedback directly to Product and AI teams.

• Help define the application of emerging AI support capabilities at an enterprise level.

• Contribute to knowledge management and innovate support processes.

• Mentor colleagues and advocate for operational excellence.

⛳️ Requirements

• 6+ years of experience in supporting enterprise SaaS, cloud, CCaaS, or contact center technologies.

• Proven experience managing customer-facing technical relationships.

• Strong troubleshooting and problem-solving skills.

• Experience in 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.

• Preferred Experience

• Familiarity with NICE CXone, Genesys Cloud, Cisco, Five9, Avaya, Amazon Connect, or similar platforms.

• Experience in Technical Account Management (TAM).

• Knowledge of contact center technologies including ACD, IVR, omnichannel routing, and workforce solutions.

• Experience with Salesforce, ServiceNow, Dynamics 365, or CRM integrations.

• Experience utilizing AI tools in technical support or customer-facing roles.

🏝️ Benefits

• You'll join a highly supportive leadership team recognized for investing in people, collaboration, and growth.

• You'll collaborate with experienced technical leaders while partnering with some of the world's largest brands.

• Help shape a new operating model for enterprise support at a company at the forefront of AI-powered customer experience.