Enterprise AI Technical CS Leader

NICE; United States; Remote; USD 120,000 - 160,000; Full time

Job summary

NiCE Cognigy is seeking a Technical Customer Success Specialist to support a portfolio of enterprise customers with deep technical expertise in conversational AI and related platforms. You will scale knowledge across the Customer Success org and act as a technical backbone for day-to-day engagement.

You will work in a one-to-many model, supporting 30–50 accounts, answering technical questions, advising on best practices, and helping customers design, operate, and optimize conversational AI

Qualifications

• 3–5 years of experience in conversational AI, virtual agents, or intelligent automation.
• Experience in a customer-facing technical role (Customer Success, Solution Consulting, Tech Support, or PS).
• Experience supporting enterprise customers in a one-to-many or scaled model.

Responsibilities

• Act as a shared technical resource for multiple enterprise accounts.
• Support CSMs on platform usage, solution design, product functionality, demos and best practice.
• Provide timely responses to technical questions from CSMs and customers.
• Escalate complex questions and advise on solutions.
• Advise on dialog design, intent modeling, and flow orchestration.
• Support NLU configuration, training, testing, optimization.
• Guide generative and agentic AI concepts in enterprise solutions.
• Explain platform capabilities, limitations, and patterns.
• Support customers in contact centers (voice and digital).
• Guide integrations with CCaaS, CRM, and backend systems.
• Troubleshoot conversation behavior, routing, and experience design.
• Collaborate with Support, Product, Engineering, and PS to resolve issues.
• Identify recurring themes and improvements; feed insights back to teams.
• Contribute to internal docs and enablement materials for CSMs.
• Standardize technical guidance across customers.
• Enable CSMs to handle more technical conversations independently.
• Improve processes and docs for growing enterprise customers.

Skills

Conversational AI

Customer Success

Technical Support

Enterprise Support

LLM Knowledge

Automation

Tools

Cognigy

CRM

CCaaS

NLU Config

Job description

NiCE Cognigy is seeking a Technical Customer Success Specialist to support a portfolio of enterprise customers with deep technical expertise in conversational AI and related platforms. You will scale knowledge across the Customer Success org and act as a technical backbone for day-to-day engagement.

You will work in a one-to-many model, supporting 30–50 accounts, answering technical questions, advising on best practices, and helping customers design, operate, and optimize conversational AI