Principal AI-Driven Enterprise Support EngineerLocation: Seattle or Hybrid Preferred https://www.nice.com/company/global-locations (Remote Considered)
Help Define the Future of AI-Augmented Enterprise SupportWe're searching for a rare type of technical leader.
Someone who can walk into a customer escalation, quickly understand the business impact, navigate complex technical architectures, coordinate engineering resources, and earn executive trust-all while leveraging AI to operate at a level that wasn't possible just a few years ago.
At NICE, we're building a new model for enterprise support.
Our vision combines advanced AI capabilities, deep technical expertise, and strategic customer ownership. We believe the future belongs to engineers who know how to leverage AI-not replace human judgment with it.
As a Principal AI-Driven Enterprise Support Engineer, you'll be one of the architects of that future.
Why This Opportunity Is UniqueThis role sits at the intersection of:
- Enterprise Support Engineering
- Technical Account Management
- Customer Advocacy
- AI-Augmented Operations
You'll engage directly with Fortune 500 customers, influence product direction, help shape support strategy, and establish standards for how AI and human expertise work together to deliver exceptional customer outcomes.
You'll have a seat at the table, not just a ticket queue.
What You'll OwnStrategic Enterprise Account Leadership- 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
Advanced Technical Problem Solving- 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
AI-Powered Operational Excellence- 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
Organizational Leadership- 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
What You BringRequired Experience- 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
Preferred Qualifications- 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
The Ideal CandidateYou may currently be a:
- Principal Support Engineer
- Senior Technical Account Manager
- Customer Success Architect
- Enterprise Solutions Engineer
- Escalation Manager
- Contact Center Solutions Expert
What matters most is your ability to combine technical leadership, customer ownership, and AI-enabled execution.
