Note: The job is a remote job and is open to candidates in USA. NiCE is an innovative company that excels in AI, cloud, and digital technologies. They are seeking a Principal AI-Driven Enterprise Support Engineer to lead enterprise support initiatives, manage complex customer relationships, and leverage AI to enhance operational excellence.
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
Skills
- 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
- NICE CXone, Genesys, Cisco, Amazon Connect, Five9, or comparable enterprise contact center platforms
- Technical Account Manager, Principal Support Engineer, Customer Architect, or Solutions Architect background
- Expertise in APIs, integrations, telephony, routing, analytics, cloud infrastructure, and enterprise applications
- Experience supporting Fortune 500 organizations
- Demonstrated use of AI-enabled workflows to improve operational outcomes
Company Overview
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