Technical CSM - Conversational AI Enablement

NiCE; United States; On-site; USD 90,000 - 150,000; Full time

Job summary

NiCE is seeking a Technical Customer Success Specialist to support our Customer Success Managers with deep technical expertise across enterprise accounts. You will act as the technical backbone for day-to-day engagement, answering questions, advising on best practices, and helping customers design and optimize conversational AI solutions built on the Cognigy platform.

You will collaborate with Support, Product, Engineering, and Professional Services to resolve issues, share knowledge, and scale

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, Technical Support, or Professional Services).
• Experience supporting enterprise customers in a one-to-many or scaled model.
• Strong understanding of conversational AI fundamentals, including: NLU concepts (intents, entities, training data, evaluation), Generative AI and LLM-based conversational systems, Agentic AI and multi-step orchestration patterns, and a solid understanding of contact center operations.

Responsibilities

• Act as a shared technical resource for CSMs across multiple enterprise accounts.
• Support CSMs with technical topics related to platform usage, solution design, product functionality, demos and best practice.
• Provide timely responses to technical questions from CSMs and, where appropriate, directly from customers.
• Serve as an escalation point for complex "how does this work" or "how should we do this" questions.

Job description

NiCE is seeking a Technical Customer Success Specialist to support our Customer Success Managers with deep technical expertise across enterprise accounts. You will act as the technical backbone for day-to-day engagement, answering questions, advising on best practices, and helping customers design and optimize conversational AI solutions built on the Cognigy platform.

You will collaborate with Support, Product, Engineering, and Professional Services to resolve issues, share knowledge, and scale