NICE CXone
Sr AI-Driven Enterprise Support Engineer
USA - Remote · Senior
Sponsorship not specifiedDetected 7 days ago
SalesforceCRMAccount ManagementCustomer SuccessCustomer SupportCiscoLeadershipCommunicationCollaborationProblem SolvingCritical Thinking
About the role
- 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.
- If you're equally comfortable troubleshooting a complex technical issue and leading a strategic customer conversation, we want to talk.
Responsibilities
- Own Enterprise Customer Relationships
- Build trusted relationships with technical and operational stakeholders
- Partner closely with Customer Success, Services, Product, and Engineering teams
- Drive issues to resolution while maintaining exceptional customer communication
- Provide feedback that helps improve support automation capabilities
- Help establish best practices for AI-augmented customer support
- Help define how emerging AI support capabilities are used at enterprise scale
- Contribute to knowledge management and support process innovation
Requirements
- 6+ years supporting enterprise SaaS, cloud, CCaaS, or contact center technologies
- Experience owning customer-facing technical relationships
- 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 have
- Preferred Experience
Skills
- Why This Role Is Different
- Most support organizations ask engineers to manage tickets.
Company info
- Serve as the primary technical support partner for a portfolio of enterprise customers
- Help customers maximize the value of their NICE investments
- At NiCE, we don't limit our challenges.
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This listing is sourced directly from NICE CXone's careers page and normalized into a canonical job model.