Make experiences flow.
Principal AI-Driven Enterprise Support Engineer
Location
Washington
Posted
3 days ago
Salary
0
Seniority
Lead
Job Description
Principal AI-Driven Enterprise Support Engineer
NICE
• 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. • Drive root-cause analysis and long-term resolution strategies. • Leverage AI-driven insights to scale impact across a broad portfolio. • Mentor senior engineers and emerging technical leaders. • Partner with executives and product leadership on customer-driven priorities.
Job Requirements
- 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 (preferred)
- Experience supporting Fortune 500 organizations (preferred)
- Demonstrated use of AI-enabled workflows to improve operational outcomes (preferred).
Benefits
- Opportunity to shape how enterprise software companies support customers in the AI era.
- Work with globally recognized brands.
- Influence a strategic company initiative.
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