Senior Professional Services Engineer — Hybrid/Remote AI & CRM

NiCE; Sydney; Hybrid; AUD 150,000 - 210,000; Full time

Benefits offered by this job

NiCE-FLEX hybrid model (2 days office,

3 days remote work

Job summary

NiCE is seeking a seasoned Professional Services Engineer to deliver end-to-end customer solutions for contact center platforms. You will lead complex implementations, configure AI-enabled NICE solutions, and ensure seamless integrations across CRMs and APIs.

You will guide projects, mentor junior staff, and provide business analysis to align technical deliverables with client needs. The role combines technical execution with strategic consulting.

Qualifications

• Bachelor's degree in a technical or business field or equivalent work experience.
• 5+ years of professional experience including digital channels, AI, or bot-driven applications.
• Proven expertise in supporting large enterprise environments and complex integrations at scale.
• Experience configuring contact center technologies and CRM integrations via APIs.
• Strong business analysis skills and knowledge of KPIs for call centers.

Responsibilities

• Lead complex implementations from pilot to full deployment for CX and AI solutions.
• Configure, program, and develop NICE solutions including ACD, IVR, AI, NLU, and CRM integrations.
• Integrate systems across CRMs, APIs, and customer ecosystems for end-to-end architectures.
• Mentor junior staff and ensure currency with industry-leading contact center tech.
• Collaborate with PMs to design end-to-end project rollouts and lifecycle management.

Skills

Enterprise deployments

AI/project consulting

CRM integrations

APIs integration

Workflow design

Generative AI awareness

Lucidchart / Visio

Analytical mindset

Education

Bachelor's degree in technical or business field

Tools

Lucidchart

Microsoft Visio

Job description

NiCE is seeking a seasoned Professional Services Engineer to deliver end-to-end customer solutions for contact center platforms. You will lead complex implementations, configure AI-enabled NICE solutions, and ensure seamless integrations across CRMs and APIs.

You will guide projects, mentor junior staff, and provide business analysis to align technical deliverables with client needs. The role combines technical execution with strategic consulting.