обновлено 4 дня назад
Principal AI-Driven Enterprise Support Engineer
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Principal AI-Driven Enterprise Support Engineer (AI/CXone): Leading strategic enterprise support for complex NICE CXone environments, combining customer ownership, technical escalation leadership, and AI-augmented operations with an accent on integrations, telephony, routing, analytics, APIs, and cloud infrastructure. Focus on solving high-severity customer issues, driving root-cause analysis, coordinating Product and Engineering resources, and defining AI-assisted support frameworks.
Location: USA — remote; Seattle or hybrid preferred, with remote considered
Company
provides AI, cloud, and digital software for customer experience, financial crime prevention, and public safety, serving more than 25,000 businesses across 30+ countries.
What you will do
- Act as a trusted advisor for a portfolio of high-value enterprise customers and build executive and senior technical relationships.
- Lead strategic support initiatives, account health reviews, operational risk remediation, and customer adoption and retention efforts.
- Own complex issues across CXone and adjacent technologies, including integrations, telephony, routing, analytics, APIs, and platform infrastructure.
- Lead critical escalations, coordinate Product, Engineering, Support, and Services resources, and drive root-cause analysis and long-term resolutions.
- Evaluate and establish AI-assisted support workflows, provide feedback on AI capabilities, and define operational frameworks and best practices.
- Mentor senior engineers and emerging technical leaders while influencing support strategy and customer-driven product priorities.
Requirements
- 10+ years of experience supporting enterprise SaaS, cloud, or CCaaS technologies.
- Proven success managing large, complex enterprise customer relationships and leading high-severity escalations.
- Deep expertise troubleshooting sophisticated technical environments.
- Strong executive presence and customer-facing communication skills.
- Ability to influence across multiple organizations without direct authority.
- Must be able to work in the USA; remote work is considered, with Seattle or hybrid preferred.
hirify.global-to-have"> to have
- Experience with CXone, Genesys, Cisco, Amazon Connect, Five9, or comparable enterprise contact center platforms.
- Background as a Technical Account Manager, Principal Support Engineer, Customer Architect, or Solutions Architect.
- 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.
Culture & Benefits
- Work directly with globally recognized enterprise brands and senior customer stakeholders.
- Influence a strategic initiative focused on AI-augmented enterprise support.
- Help define new standards and operating models for combining AI capabilities with human technical judgment.
- Join an innovation-focused organization with more than 8,500 employees across 30+ countries.
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