Remote AI-Driven Enterprise Support Architect

NICE

Seattle (WA)

On-site

USD 140,000 - 210,000

Full time

14 days+

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Job summary

NICE is seeking a Principal AI-Driven Enterprise Support Engineer to lead strategic enterprise accounts and drive AI-powered support excellence. You will own complex issues across NICE CXone and related technologies, coordinating Product, Engineering, Support, and Services to deliver exceptional outcomes for high-value customers.

You will shape support strategy, mentor engineers, and partner with executives to drive long-term customer success in a remote US setting.

Qualifications

10+ years supporting enterprise SaaS, cloud, or CCaaS technologies
Proven success managing large, complex enterprise customer relationships
Strong executive presence and customer-facing communication skills

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
Establish best practices for AI-assisted support operations
Mentor senior engineers and emerging technical leaders
Drive improvements to support processes and customer engagement models
Partner with executives and product leadership on customer-driven priorities