Professional Services Engineer

So, what's the role all about?

We are looking for a Professional Services Engineer to grow our professional services team here in the US. In this new role, you will become a Proactive AI and Cognigy expert and advocate, delivering high-quality implementations, analysis, support, and many more to clients across the globe.

Working with the US teams you will provide implementation and configuration in both our deterministic and agentic platforms.

How will you make an impact?

• Implement Proactive AI Agents under the guidance of senior engineers, from requirements understanding through configuration, testing, and deployment.
• Support client engagements by delivering assigned technical tasks with a focus on quality, accuracy, and customer satisfaction.
• Collaborate with regional and global teams to build, test, and support proactive customer journeys using internal tools and APIs.
• Analyze client requirements and assist in translating business processes into automated solutions.
• Configure and customize the SaaS platform to meet customer needs.
• Assist in documenting solution designs, integrations, and implementation steps.
• Perform troubleshooting, debugging, and issue resolution for implemented solutions.
• Support customer journey optimization using transactional data and basic analytics.
• Write and debug JavaScript code to support integrations and custom logic.
• Participate in knowledge sharing, documentation, and continuous improvement initiatives within the team.
• Provide implementation or post‑go‑live support.
• Perform other duties as assigned in support of Professional Services objectives.

Have you got what it takes?

• 3+ years of experience in professional services, software implementation, technical support, or related roles.
• Solid proficiency in SQL and JavaScript; familiarity with C#, Python, HTML, and CSS is a plus.
• Experience working with APIs for integration and data exchange in SaaS or enterprise environments.
• Ability to troubleshoot technical issues and follow established implementation best practices.
• Strong written and verbal communication skills, with the ability to work effectively with clients and internal teams.
• Willingness to learn new tools, technologies, and platforms in a fast‑paced environment.

You will have an advantage if you have:

• Technical expertise in data structure extraction and summarization
• Experience with JavaScript, C#, SQL, HTML, CSS, Python
• Experience with integration tools
• Basic experience with data analysis, reporting, or dashboards using SQL or BI tools.
• Exposure to client‑facing or support roles in a global or distributed team environment.
• Demonstrated ability to manage multiple tasks and priorities with guidance from senior team members.
• Experience using automation tools and AI

What’s in it for you?

Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NiCE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr!

Enjoy NiCE-FLEX!

At NiCE, we work according to the NiCE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

Requisition ID: 11457

Reporting into: Director, Professional Services, Agentic

Role Type: Individual Contributor