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.
Position Overview:
The AI Interaction Engineer, CX is a customer-facing, billable role responsible for delivering specialized AI-driven solutions within the NICE CXone platform. This role blends technical implementation expertise with conversational design leadership, enabling customers to build engaging, effective AI agents, including chatbots, voicebots, knowledge assistants, and multimodal experiences.
Key Responsibilities:
Technical Implementation
- Lead complex implementations from pilot to full deployment, ensuring scalable, high-performing AI solutions for enterprise customers.
- Configure and build CXone AI solutions, covering NLU, IVR/ACD, ASR, digital channels, and knowledge-driven capabilities.
- Develop AI applications (chatbots and voicebots) with a focus on code quality, architectural rigor, and system stability.
- Integrate systems seamlessly across CRMs, APIs, and customer ecosystems to create cohesive, end-to-end technical architectures.
- Guide successful launches by supporting testing, UAT, go-live readiness, and hypercare with post-deployment optimization.
- Solve complex challenges with strong architectural judgment, creative troubleshooting, and a focus on performance.
- Collaborate across teams to influence product direction and ensure technical deliverables align with customer requirements.
- Enable customers and partners through technical training, configuration workshops, and guidance that builds long-term self-sufficiency.
- Create high-impact documentation that clarifies technical concepts and supports the quick resolution of system issues.
- Showcase solution value by rapidly assembling functional technical demos that help customers make informed decisions.
Conversational Design & User Experience
- Design intuitive AI applications that prioritize user-centric interactions and seamless experiences.
- Define user intents, journeys, and decision paths to map out logical and efficient customer interactions.
- Create detailed dialog flows, scripts, and interaction models for virtual assistants, ensuring clarity and tone consistency.
- Lead conversational design workshops to uncover user needs and align stakeholders on the vision for the experience.
- Develop AI assistant personas and multimodal interaction patterns to humanize the interface.
- Advise clients on conversational strategies, providing expert guidance on UX best practices and usability standards.
Project Management & Collaboration:
- Partner with project managers on solution design and delivery.
- Manage lifecycle development, change control, and risk mitigation.
- Deliver enablement for partners and customers.
Leadership & Internal Enablement:
- Mentor colleagues on AI configuration and conversational design.
- Produce reusable documentation, templates, and guidelines.
- Advocate for AI and design tooling.
Qualifications:
Education & Experience
- Bachelor’s degree in a technical or business field (e.g., Computer Science, Information Systems, Engineering) or equivalent work experience.
- 3+ years of professional experience, including at least 1 year working with digital channels, AI, or bot-driven applications.
Technical & Functional Expertise
- Skilled in configuring AI and contact center technologies, including NLU/NLP-powered solutions.
- Experience supporting large enterprise environments, including complex integrations and deployments at scale.
- Proficient with CRM integrations, APIs, and related ecosystem technologies.
- Knowledge of generative AI models, NLU techniques, automation principles, and emerging trends in digital customer engagement.
- Familiarity with API testing and documentation tools such as Postman and Swagger.
Solution & Delivery Skills
- Ability to design and document workflows using diagramming tools such as Lucidchart or Microsoft Visio.
- Experienced in creating detailed use cases, test plans, and UAT guidance.
- Skilled in managing customer escalations while maintaining strong client relationships.
Desired Personal Traits
- Analytical, inquisitive, and committed to continuous improvement.
- Creative problem-solver able to design solutions for complex challenges.
- Customer-centric with strong empathy for end users and business stakeholders.
- Team-oriented with exceptional interpersonal and collaboration skills.
- Strong facilitation and communication abilities, capable of simplifying complex AI concepts.
- Comfortable navigating ambiguity and iterating in fast-paced environments.
- Systems thinker with an understanding of how technical components and user experience interconnect.
- Early adopter of innovative technologies with a passion for experimentation.
- Strong sense of accountability, ownership, and professional presence.
- Advocate for the effective use of AI tools to improve decision-making and operational efficiency across the organization.
This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.
This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.
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: 10120
Reporting To: Tech Manager
Role Type: Individual Contributor
About NiCE
NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.
Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.
NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.
NICE North Sydney, New South Wales, AUS Office
2 Elizabeth Plaza, Suite 4.01, Level 4 , North Sydney, NSW , Australia, 2060
