NICE
Technology
SeniorProfessionalServicesEngineer-CustomerSuccess
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“Senior Professional Services Engineer - Customer Success at NICE. Skills: Customer Journeys, Technical Implementations, Customer Adoption. Support successful delivery and ongoing optimization of customer. Execute against defined customer success and professional services”
What You'll Achieve.
Drive corporate KPIs harder and faster; Improve customer experience
Industry & Context.
Customer-focused problem-solving; Issue resolution; Continuous improvement
What They're Looking For.
Must Have
Proven hands-on experience supporting service delivery or project execution in an IT, SaaS, or cloud-based environment, Proven experience in client-facing roles that require regular digital or remote-only interaction, Demonstrated commercial awareness, Experience contributing to medium-to-large projects, Solid technical aptitude, Relationship management skills, Ability to manage multiple customer workstreams or tasks concurrently
Nice to Have
Prior experience guiding or supporting others is a plus, Exposure to Agile or similar delivery methodologies is preferred, Experience or interest in AI, applied AI, or automation technologies, Understanding of how AI-driven solutions can enhance customer experience and operational outcomes
What You'll Do.
Support successful delivery and ongoing optimization of customer
Execute against defined customer success and professional services
Business Intelligence
and Configuration teams
Implement solutions that align with client business objectives
Contribute to identifying expansion and growth opportunities
Support value realization conversations
Deliver high-quality technical implementations
Configure solutions in line with agreed architectures
Act as a trusted day-to-day technical contact for
Build working relationships and credibility with customers
Develop and maintain a solid understanding of the
Support customer adoption of relevant features and functionality
Learn and understand customers’ business needs
Translate requirements into effective technical solutions
Support end-to-end delivery activities
Provide go-live support
Collaborate with internal stakeholders
Ensure alignment across delivery
and process-oriented manner
Ensure consistent and scalable delivery outcomes
Partner with other internal teams
Monitor key customer metrics
Demonstrate the value of Proactive AI Agent solutions
Communicate technical concepts
Apply customer-focused problem-solving skills
Support issue resolution
Support continuous improvement efforts
Operate effectively within Agile or similar delivery methodologies
Support end-to-end project execution
Demonstrate accountability and ownership for assigned workstreams
Demonstrate accountability and ownership for deliverables
Demonstrate accountability and ownership for customer commitments
Ask questions and seek opportunities to learn
Deepen technical expertise
Apply commercial awareness when supporting customer outcomes
Ensure solutions align with contractual scope
Ensure solutions align with business value
How You'll Work.
Team & Collaboration
Partner with Sales; Partner with Business Intelligence; Partner with Configuration teams; Collaborate with internal stakeholders; Collaborate within cross-functional teams
Communication Scope
Communicate technical concepts; Communicate solution designs; Communicate outcomes; Communicate clearly and professionally
Process & Methodology
Agile, Project execution
Full Job Description
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. So, what’s the role all about? To support continued growth, our team is looking for a Senior Professional Services Engineer - Customer Success to partner with our Sales, Professional Services, Development, and other functional teams to design and build perfect customer journeys for our clients. Proactive AI Agent is a cloud-hosted conversation platform, and part of NICE CXone's suite of customer engagement software. Proactive and covering all digital channels, Proactive AI Agent leverages artificial intelligence, natural-language processing and machine-learning so that global brands can transform their customer journeys. Proactive AI Agent disrupts traditional call centers, being just a fraction of the cost to deploy and run, but with three times the customer engagement rate of its manual call center predecessors. This means that as well as being lower cost, Proactive AI Agent can drive corporate KPIs harder and faster, as well as improve the customer experience. How will you make an impact? Support the successful delivery and ongoing optimization of customer journeys by executing against defined customer success and professional services plans. Partner with Sales, Business Intelligence, and Configuration teams to implement solutions that align with client business objectives. Contribute to identifying expansion and growth opportunities within assigned accounts and support value realization conversations. Deliver high-quality technical implementations and solution configurations in line with agreed architectures and best practices. Act as a trusted day-to-day technical contact for customers, building strong working relationships and credibility over time. Develop and maintain a s
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