Professional Services Engineer - Customer Success, CX

So, what’s the role all about?

To support continued growth, our team is looking for a Professional Services Engineer – Customer Success to partner with our Sales, Professional Services, Development, and other functional teams to design and build perfect customer journeys for our clients.

Proactive AI Agents is a cloud-hosted conversation platform, and part of NICE CXone's suite of customer engagement software. Pro-active and covering all digital channels, Proactive AI Agents leverages artificial intelligence, natural-language processing and machine-learning so that global brands can transform their customer journeys.

Proactive AI Agents disrupts the traditional call-centers, being just a fraction of the cost to deploy and run, but with three times the customer engagement rate of its manual call-center predecessors. This means that as well as being lower cost, Proactive AI Agents can drive corporate KPIs harder and faster, as well as improve the customer experience.

How will you make an impact?

• Support the successful delivery and ongoing optimization of customer journeys by executing against defined customer success and professional services plans.
• Partner with Senior and Lead Customer Success Managers, Sales, and Configuration teams to implement solutions that align with client business objectives.
• Own the ongoing health of assigned accounts by tracking adoption, engagement, and outcomes, and proactively identifying risks to retention or value realization.
• Deliver high-quality technical implementations and solution configurations in line with agreed architectures and best practices.
• Serve as the primary day-to-day point of contact for assigned customers, building trusted relationships that drive satisfaction, adoption, and long-term partnership.
• Develop and maintain a solid understanding of the Proactive AI Agent platform and support customer adoption of relevant features and functionality.
• Learn and understand customers’ business needs, drivers, and workflows to help translate requirements into effective technical solutions.
• Support end-to-end delivery activities, including solution validation, planning, implementation, and go-live support, under the guidance of senior team members.
• Collaborate with internal stakeholders to ensure alignment across delivery, customer experience, security, and operational requirements.
• Work in a structured, methodical, and process-oriented manner to ensure consistent and scalable delivery outcomes.
• Track, interpret, and communicate key customer health metrics and success indicators to both internal teams and customer stakeholders, helping tell a clear story of value delivered.
• Clearly and confidently communicate technical concepts, solution designs, and outcomes to stakeholders.
• Apply customer-focused problem-solving skills to support issue resolution and continuous improvement efforts.
• Operate effectively within Agile or similar delivery methodologies to support end-to-end project execution.
• Demonstrate accountability and ownership for assigned workstreams, deliverables, and customer commitments.
• Maintain a curious mindset, asking questions and seeking opportunities to learn, improve processes, and deepen technical expertise.
• Apply commercial awareness when supporting customer outcomes, ensuring solutions align with contractual scope and business value.

Have you got what it takes?

• Proven experience in a customer success, account management, or client-facing service delivery role, ideally within an IT, SaaS, or cloud-based environment.
• Demonstrated commercial awareness, including an understanding of customer lifecycle, renewal drivers, and how to articulate and evidence value to client stakeholders.
• Experience contributing to medium-to-large projects, supporting end-to-end delivery
• Solid technical aptitude, including data analysis and regular use of business intelligence tools to analyze data sets and support decision-making.
• Strong relationship management skills, with demonstrated ability to build trust, manage customer expectations, and maintain high levels of satisfaction across complex accounts.
• Familiarity with how large organizations operate, enabling effective collaboration and stakeholder coordination.
• Ability to manage multiple customer accounts or workstreams concurrently while maintaining quality, attention to detail, and a consistent focus on customer outcomes.
• Comfortable operating in a fast-paced environment with changing priorities and customer-facing timelines.
• Experience collaborating within cross-functional teams; prior experience guiding or supporting others is a plus but not required.
• Exposure to Agile or similar delivery methodologies is preferred.
• Nice to have: Experience or strong interest in AI, applied AI, or automation technologies, including an understanding of how AI-driven solutions can enhance customer experience and operational outcomes.

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!

Requisition ID: 10807
Reporting into: Team Lead, Professional Services
Role Type: Individual Contributor