Senior Professional Services Implementation Engineer, AI

NICE Ltd.

Job Overview

Location

Australia - Sydney

Job Type

Full-time

Full Job Description

📋 Description

• The Senior Professional Services Implementation Engineer, AI at NICE Ltd. is a customer-facing, billable role responsible for delivering specialized AI-driven solutions within the NICE CXone platform, enabling enterprises to build engaging and effective AI agents such as chatbots, voicebots, and knowledge assistants.
• Day-to-day responsibilities include leading complex AI implementations from pilot to full deployment, configuring CXone AI solutions (NLU, IVR/ACD, ASR, digital channels), developing AI applications with focus on code quality and system stability, integrating systems across CRMs and APIs, guiding launches through testing and UAT, solving technical challenges with architectural judgment, collaborating across teams to align deliverables with customer needs, enabling customers and partners via training and workshops, creating high-impact documentation, and assembling functional technical demos to showcase solution value.
• The role also involves conversational design leadership — designing intuitive AI applications, defining user intents and journeys, creating dialog flows and scripts, leading design workshops, developing assistant personas and multimodal interactions, and advising clients on UX best practices — alongside project management duties such as partnering with project managers, managing lifecycle development and risk mitigation, and delivering enablement for partners and customers.
• Internally, the role includes mentoring colleagues on AI configuration and conversational design, producing reusable documentation and templates, and advocating for AI and design tooling to drive organizational enablement.
• The position offers the opportunity to work with cutting-edge AI technologies in a global market leader, contribute to high-impact enterprise deployments, develop deep expertise in both technical implementation and user-centered design, and grow professionally within a collaborative, innovative environment that values accountability, continuous learning, and technical excellence.

🎯 Requirements

• Bachelor’s degree in a technical or business field (e.g., Computer Science, Information Systems, Engineering) or equivalent work experience.
• 5+ years of professional experience, including at least 1 year working with digital channels, AI, or bot-driven applications.
• Skilled in configuring AI and contact center technologies, including NLU/NLP-powered solutions.
• Experience supporting large enterprise environments, including complex integrations and deployments at scale.
• Proficient with CRM integrations, APIs, and related ecosystem technologies.
• Knowledge of generative AI models, NLU techniques, automation principles, and emerging trends in digital customer engagement.
• Familiarity with API testing and documentation tools such as Postman and Swagger.
• Ability to design and document workflows using diagramming tools such as Lucidchart or Microsoft Visio.
• Experienced in creating detailed use cases, test plans, and UAT guidance.
• Skilled in managing customer escalations while maintaining strong client relationships.

🏖️ Benefits

• Join an ever-growing, market-disrupting global company where teams are comprised of the best talent, working in a fast-paced, collaborative, and creative environment.
• Endless internal career opportunities across multiple roles, disciplines, domains, and locations as a market leader with continuous learning and growth potential.
• NICE-FLEX hybrid work model: 2 days in the office and 3 days remote per week, enabling maximum flexibility with office days focused on collaboration and innovation.
• Opportunity to work with cutting-edge AI technologies and contribute to solutions used by 25,000+ global businesses, including 85 of the Fortune 100.
• Be part of an innovation powerhouse recognized as a market leader in AI, cloud, and digital, with over 8,500 employees across 30+ countries.
• Equal opportunity employer committed to diversity, inclusion, and fair consideration for all qualified applicants.

Skills & Technologies

Senior

Remote

Degree Required

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NICE Ltd.

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About NICE Ltd.

NICE Ltd. is an Israeli-headquartered global enterprise software company that provides cloud platforms for customer engagement, workforce optimization, financial crime and compliance, and advanced analytics. Founded in 1986, it serves contact centers, financial institutions, and public safety organizations with solutions for recording, analytics, robotic process automation, and AI-driven insights. The company operates worldwide, with major offices in the United States, Europe, and Asia-Pacific, supporting clients in improving operational efficiency, customer experience, and regulatory compliance through data-driven decision-making.

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