- Location
- India - Pune
- Type
- Full-time
- Department
- GCO - Customer Success & Services
- Seniority
- Senior
- Experience
- 4+ years
- Education
- Bachelor
- Source
- Greenhouse
Description
At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.
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.
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.Enjoy NICE-FLEX!
At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days
working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to- face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant,
interactive atmosphere.
Requisition ID: 11287
Reporting into: Tech Manager
Role Type: Individual Contributor
About NiCE
NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.
Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.
NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.
