Senior AI & CX Solutions Engineer

Nice-0a1ef543; 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

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.