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.

Principal AI-Driven Enterprise Support Engineer

Location: Seattle or Hybrid Preferred (Remote Considered)

Help Define the Future of AI-Augmented Enterprise Support

We'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 Unique

This 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 Own

Strategic 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 Bring

Required 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 Candidate

You 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.

Why Join NICE Now

You’ll work with globally recognized brands, influence a strategic company initiative, and help create a role category many organizations haven’t yet imagined.

This isn’t simply a principal support position.

It’s an opportunity to shape how enterprise software companies support customers in the AI era.

The playbook doesn’t exist yet.

You’ll help write it.

NiCE is proud to be an equal‑opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.

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