Lead Professional Services Engineer (AI)

Greenhouse Software, Inc.; Sydney; Hybrid; AUD 180,000 - 240,000; Full time

Benefits offered by this job

NiCE-FLEX hybrid model

Job summary

NiCE in Sydney is seeking a Lead Professional Services Engineer (AI) to deliver specialized expertise for enterprise contact centres, including CXone, AI solutions, and CRM integrations. You will lead complex implementations from pilot to deployment and mentor junior staff.

This role blends technical delivery with business consulting: design architectures, manage risks, coordinate with project teams, and ensure customer success through testing, go-live, and hypercare.

Qualifications

• Bachelor's degree in a technical or business field; equivalent work experience.
• 5+ years of professional experience, including 1+ year with digital channels, AI, or bot-driven apps.
• Experience supporting large enterprise environments with complex integrations and deployments at scale.
• Configuring contact center technologies.
• CRM integrations, APIs, and related ecosystem technologies.
• Business optimization: skills in business analysis and call centers KPIs.
• Diagram workflows using Lucidchart or Visio; supporting detailed use cases, test plans, and UAT guidance.
• Familiarity with Generative AI models, NLU, automation principles; trends in digital customer engagement.

Responsibilities

• Lead complex implementations from pilot to full deployment of CX and AI solutions for enterprise customers.
• Configure, program, and develop NICE solutions including ACD, IVR, AI, NLU, CRM integrations, and APIs.
• Integrate systems across CRMs, APIs, and customer ecosystems to create end-to-end architectures.
• Maintain senior level expertise in contact center technologies.
• Collaborate with project managers to design and oversee end-to-end project rollouts.
• Manage system lifecycle development, change control, and risk analysis for enterprise solutions.
• Ensure seamless project execution through cross-functional coordination and clear communication.
• Serve in a project manager capacity for end-to-end lifecycle development of small to large-scale projects.
• Provide subject matter expertise on NICE products during client consultations.

Skills

AI solutions

CRM integrations

APIs

Project management

Analytical mindset

Education

Bachelor's degree

Tools

Lucidchart

Microsoft Visio

Job description

Lead Professional Services Engineer (AI)

Australia - Sydney

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 Professional Services Engineer is a customer-facing, billable role responsible for delivering specialized expertise and solutions for NiCE products and services. This includes consulting, implementing, configuring, and optimizing NiCE applications, such as CXone, CRM integrations, AI-driven applications and other digital solutions for enterprise contact centres. The position combines technical and business responsibilities, requiring engagement with clients to understand their needs, provide consultative support, and deliver cutting-edge solutions, whilst mentoring junior NiCE staff.

Technical Implementation:

• Lead complex implementations from pilot to full deployment, ensuring scalable, high performing CX and AI solutions for enterprise customers.
• Configure, program, and develop NICE solutions, including ACD, IVR, ASR, AI, NLU, , CRM integrations and in some cases, programming as required.
• Integrate systems seamlessly across CRMs, APIs, and customer ecosystems to create cohesive, end-to-end technical architectures.
• Maintain Senior level expertise and currency in industry leading contact center technologies.

Project Management:

• Collaborate with project managers to design and oversee end-to-end project rollouts.
• Manage system lifecycle development, change control processes, and risk analysis for enterprise solutions.
• Ensure seamless project execution through inter-departmental coordination and clear communication.
• Serve in a project manager capacity via management of end-to-end system life cycle development of small to large-scale projects.

Business Consulting:

• Provide subject matter expertise on NICE products and AI solutions during client consultations.
• Conduct business analysis to assess user needs, design tailored solutions and provide industry guidance.
• Guide successful launches by supporting testing, UAT, go-live readiness, and hypercare with post-deployment optimization.
• Collaborate across teams to influence product direction and ensure technical deliverables align with customer requirements.
• Deliver enablement for partners and customers, produce reusable documentation, templates, and guidelines.
• Enable customers and partners through configuration workshops, and guidance that builds long-term self-sufficiency.
• Supervise during project life cycle any junior level client staff, or any sub-contracted personnel assigned to your project team.

Have you got what it takes?

• Bachelor's degree in a technical or business field (e.g., Computer Science, Information Systems, Engineering) or equivalent work experience.
• 5+ years of professional experience, including at least 1+ year working with digital channels, AI, or bot-driven applications.
• Supporting large enterprise environments, including complex integrations and deployments at scale.
• Configuring contact center technologies
• CRM integrations, APIs, and related ecosystem technologies.
• Business Optimization: deep skills around business analysis/call centers; experience in the KPIs and best practices of call centers and their operations.
• Design and documentation of workflows using diagramming tools such as Lucidchart or Microsoft Visio and supporting detailed use cases, test plans, and UAT guidance
• Familiarity with:
  • Generative AI models, NLU techniques, automation principles
  • Emerging trends in digital customer engagement
• Desired personal traits
• Analytical and inquisitive mindset.
• Team and customer-oriented with strong interpersonal skills.
• Early adopter of innovative technologies.
• Strong sense of accountability and ownership.
• Professional communication, behaviour and demeanour.

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.

About NiCE

NICELtd. (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 crimeand ensure public safety.Every day, NiCE software managesmore than120 million customer interactions and monitors3+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.