Lead AI-Driven Enterprise Support Architect

NICE

United States

Hybrid

USD 180,000 - 240,000

Full time

14 days+

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Job summary

NICE is seeking a Principal AI-Driven Enterprise Support Engineer to lead strategic initiatives and complex customer engagements in a fast-evolving AI-driven environment. This role focuses on aligning executive-level stakeholders, driving cross-team collaboration, and delivering AI-enhanced operational excellence for enterprise customers in the Seattle/Hybrid market.

You will shape support strategy, influence product direction, and establish standards for how AI and human expertise combine to

Qualifications

10+ years supporting enterprise SaaS, cloud, or CCaaS technologies.
Proven success managing large, complex enterprise customer relationships.
Deep expertise troubleshooting sophisticated technical environments.
Experience leading high‑severity customer escalations.
Strong executive presence and customer‑facing communication skills.
Ability to influence across multiple organizations without direct authority.

Responsibilities

Serve as a trusted advisor for a portfolio of high-value enterprise customers.
Build executive and senior technical stakeholder relationships.
Lead strategic support initiatives and account health reviews.
Identify operational risks and proactively drive remediation plans.
Influence customer adoption, retention, and long-term success.
Own the most complex customer issues across NICE CXone and adjacent technologies.
Lead critical escalations involving integrations, telephony, routing, analytics, APIs, and platform infrastructure.
Serve as the technical quarterback across Product, Engineering, Support, and Services organizations.
Drive root-cause analysis and long-term resolution strategies.
Leverage AI-driven insights to scale impact across a broad portfolio.
Evaluate the effectiveness of support-related AI capabilities.
Provide direct feedback influencing future AI solutions.
Establish best practices for AI-assisted support operations.
Help define frameworks that other engineers will follow.
Mentor senior engineers and emerging technical leaders.
Drive improvements to support processes and customer engagement models.
Influence support strategy at an organizational level.
Partner with executives and product leadership on customer-driven priorities.