Principal AI-Driven Enterprise Support Engineer

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 https://www.nice.com/company/global-locations (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 …