Sr AI-Driven Enterprise Support Engineer

NICE; Seattle (WA); On-site; USD 120,000 - 160,000; Full time

Job summary

NiCE is redefining enterprise software support with AI-driven tools and a focus on outcomes over tickets. As a Senior Enterprise Support Engineer, you’ll own strategic customer relationships, troubleshoot complex issues, and guide cross-functional teams to resolution.

You’ll work remotely from the United States and collaborate with global brands, influencing product direction and helping establish best practices for AI-augmented support.

Qualifications

• 6+ years supporting enterprise SaaS, cloud, CCaaS, or contact center technologies.
• Experience owning customer-facing technical relationships.
• Strong troubleshooting and problem-solving capabilities.
• Experience managing complex escalations and cross-functional resolution efforts.
• Familiarity with APIs, integrations, logs, and platform diagnostics.
• Ability to communicate effectively with both technical and business stakeholders.

Responsibilities

• Own Enterprise Customer Relationships: serve as the primary technical support partner for a portfolio of enterprise customers.
• Solve Complex Technical Problems: troubleshoot advanced issues across NICE CXone and related applications; coordinate escalations with SMEs and Engineering as needed.
• Leverage AI as a Force Multiplier: utilize AI-driven tools to accelerate investigations and derive customer insights.
• Influence the Future: share customer feedback with Product and AI teams to help shape AI capabilities at scale.
• Mentor peers and promote operational excellence within the team.

Skills

Enterprise SaaS

Customer relationships

Troubleshooting

Escalation management

APIs & Integrations

Stakeholder communication

Education

Bachelor's degree in Computer Science or related field

Tools

NICE CXone

Salesforce

CRM integrations

Job description

USA - Remote

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.

The Future of Enterprise Support Starts Here

What if support wasn’t measured by how many tickets you close, but by the outcomes you create?

At NICE, we’re building the next generation of enterprise customer support—where AI handles routine work, and exceptional engineers focus on what humans do best: solving complex problems, building customer trust, and driving strategic outcomes.

This isn’t a traditional support engineering role.

It’s an opportunity to become one of the first members of a team redefining how enterprise software support operates in the age of AI.

You’ll partner with some of the world’s most recognizable brands, leverage cutting‑edge AI tools built specifically for support operations, and serve as the technical quarterback for a portfolio of enterprise customers running mission‑critical contact center technology.

If you’re equally comfortable troubleshooting a complex technical issue and leading a strategic customer conversation, we want to talk.

Why This Role Is Different

Most support organizations ask engineers to manage tickets.

We’re asking you to manage outcomes.

You’ll leverage AI‑powered assistants that surface insights, identify patterns, summarize account activity, and provide technical context—allowing you to focus on relationship building, critical thinking, and technical leadership.

Rather than sitting in a reactive queue, you’ll own customer success from a support perspective, combining deep technical expertise with strategic account ownership.

You’ll help shape a role that doesn’t exist in most organizations today.

What You’ll Do

Own Enterprise Customer Relationships

• Serve as the primary technical support partner for a portfolio of enterprise customers
• Build trusted relationships with technical and operational stakeholders
• Conduct account reviews, identify trends, and proactively address risks
• Help customers maximize the value of their NICE investments
• Partner closely with Customer Success, Services, Product, and Engineering teams

Solve Complex Technical Problems

• Troubleshoot advanced issues across NICE CXone and related applications
• Investigate routing, telephony, analytics, integrations, APIs, and platform performance
• Act as the quarterback for escalations, coordinating SMEs and Engineering teams when necessary
• Drive issues to resolution while maintaining exceptional customer communication
• Translate technical complexity into clear business outcomes

Leverage AI as a Force Multiplier

• Utilize AI‑driven tools to accelerate investigations and customer insights
• Review AI‑generated recommendations and apply technical judgment
• Provide feedback that helps improve support automation capabilities
• Use AI‑powered account intelligence to identify opportunities and risks proactively
• Help establish best practices for AI‑augmented customer support

Influence the Future

• Share customer feedback directly with Product and AI teams
• Help define how emerging AI support capabilities are used at enterprise scale
• Contribute to knowledge management and support process innovation
• Mentor peers and promote operational excellence

What We’re Looking For

Required Experience

• 6+ years supporting enterprise SaaS, cloud, CCaaS, or contact center technologies
• Experience owning customer‑facing technical relationships
• Strong troubleshooting and problem‑solving capabilities
• Experience managing complex escalations and cross‑functional resolution efforts
• Familiarity with APIs, integrations, logs, and platform diagnostics
• Ability to communicate effectively with both technical and business stakeholders

Preferred Experience

• NICE CXone, Genesys Cloud, Cisco, Five9, Avaya, Amazon Connect, or similar platforms
• Technical Account Management (TAM) experience
• Contact center technologies including ACD, IVR, omnichannel routing, and workforce solutions
• Salesforce, ServiceNow, Dynamics 365, or CRM integrations
• Experience leveraging AI tools in technical support or customer‑facing environments

You’ll Thrive Here If You…

• Enjoy building trusted relationships with enterprise stakeholders
• See AI as a tool that amplifies your effectiveness
• Want ownership instead of a ticket queue
• Are excited to help create something new rather than inherit something established

Why NiCE

You’ll join a highly supportive leadership team known for investing in people, collaboration, and growth. You’ll work alongside experienced technical leaders while partnering with some of the biggest brands in the world.

Most importantly, you’ll help build a new operating model for enterprise support at a company leading the conversation around AI‑powered customer experience.

About NiCE

NICELtd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors over 3 billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.