Lead Software Engineer, AI, CX

Nice; Sydney; Hybrid; AUD 180,000 - 260,000; Full time

Benefits offered by this job

NiCE-FLEX hybrid work model

Job summary

NiCE is seeking a Lead AI Software Engineer, CX to deliver AI-driven solutions across the NICE CXone ecosystem. You will implement, configure, and deliver customer-facing, billable projects as a hands-on contributor.

You will work with Implementation Engineers, Consultants and Project Managers, ensuring high-quality delivery and client satisfaction in a hybrid NiCE-FLEX model.

Qualifications

• Bachelor's degree in technical or business field or equivalent experience.
• 7+ years of professional experience, with 3+ years in digital channels or AI/bot software preferred.
• Strong proficiency in JavaScript and API integration, with web security and authentication knowledge.

Responsibilities

• Configure, customize, and deploy Conversational AI solutions aligned to requirements.
• Build/integrate APIs and authenticating standards; create PoCs and production components.
• Diagnose and resolve complex issues across SaaS apps and data flows.
• Collaborate with Implementation Engineers, Consultants and Project Managers.

Skills

JavaScript

Python

REST API

OAuth2/OIDC

SAML

HTML/CSS

AI/Conversational UX

Prompt engineering

System integration

Troubleshooting

Education

Bachelor's degree in technical or related field

Tools

NiCE CXone

Kore.ai

Dialogflow

Amelia

Job 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.

What's the Role All About?

The Lead AI Software Engineer, CX is a customer-facing, billable role responsible for implementing, configuring, and delivering AI-driven and Conversational AI solutions across the NICE CXone ecosystem. As a hands‑on technical contributor, you will build integrations, configure conversational AI platforms, and ensure high‑quality execution of project deliverables.

How Will You Make an Impact?

• Technical Implementation and Configuration:
  • Configure, customize, and deploy Conversational AI solutions aligned to defined business and technical requirements.
  • Build and maintain integrations using APIs, modern web technologies, and authentication standards.
  • Implement, enhance, and optimize bot behaviors using conversational design and prompt engineering best practices.
  • Develop proofs of concept (PoCs) and production‑ready solution components.
  • Support testing, validation, and go‑live activities to ensure solutions are functioning as expected across customer environments.
• Technical Problem Solving & Quality:
  • Diagnose and resolve complex technical issues across SaaS applications, integrations, environments, and data flows.
  • Adapt, extend, or refactor existing integrations and solution components to meet evolving customer needs.
  • Ensure implementations meet quality, performance, security, and usability standards.
  • Produce documentation including specifications, test cases, and deployment materials.
• Collaboration with Implementation Teams:
  • Partner closely with Implementation Engineers, Consultants and Project Managers who lead discovery, requirements definition, and solution design.
  • Participate in customer workshops to clarify technical details, validate feasibility, and provide subject‑matter input.
  • Maintain clear and consistent communication across cross‑functional delivery teams.

Have You Got What It Takes?

• Bachelor’s degree in technical or business field (e.g., Computer Science, Information Systems, Electrical Engineering) or equivalent work experience.
• 7+ years of professional experience, with 3+ years in digital channels or AI/Bot software applications preferred.
• Technical Skills:
  • Strong proficiency in JavaScript; Python familiarity is a plus.
  • Solid understanding of:
    • REST API integration patterns
    • Modern authentication (OAuth2, OIDC, SAML)
    • Browser and web security (CORS, X Frame Options)
    • HTML/CSS and front‑end fundamentals
  • Ability to interpret API documentation, implement PoCs, and troubleshoot integrations.
  • Strong understanding of conversational UX, AI driven interfaces, and prompt engineering techniques.
• Communication and Collaboration:
  • Clear, confident written and verbal communication skills.
  • Comfortable engaging with customers to explain technical concepts and implementation decisions.
  • Effective collaborator during design discussions, code reviews, technical troubleshooting, and delivery execution.
• Authored detailed design documents, functional requirements documents, test use cases, and deployment guides to support implementation and delivery.

You Will Have an Advantage If You Also Have:

• Experience designing and deploying enterprise‑grade conversational flows and AI orchestration.
• Experience with NiCE CXone products or other cloud‑based contact center platforms.
• Experience working with enterprise conversational AI platforms (e.g., NICE CXone, Kore.ai, Amelia, Dialogflow, or similar).
• Experience with monitoring, logging, and debugging tools for distributed systems.
• Knowledge of databases (SQL/NoSQL) and data integration patterns.
• Experience working in Agile/Scrum teams and participating in sprint planning and retrospectives.

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: 10592
Reporting To: Manager, Professional Services
Role Type: Individual Contributor

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.