Lead Professional Services Engineer (AI)

Description

The company makes software used by more than 25,000 businesses worldwide, including 85 of the Fortune 100, to improve customer experiences, detect financial crime and support public safety.

The software handles over 120 million customer interactions and monitors more than 3 billion financial transactions every day.

The company has over 8,500 employees in more than 30 countries and is known for its work in AI, cloud and digital.

This is a billable, customer-facing role where you deliver specialist expertise and solutions for the company's contact center products, including its core CXone platform, CRM integrations and AI-driven applications for enterprise contact centers.

You will consult with clients on their needs, offer advisory support, and build solutions that also involve mentoring junior colleagues.

Requisition ID: 11806.

Responsibilities

• Lead complex rollouts from pilot to full deployment, making sure the CX and AI solutions scale and perform well for enterprise clients.
• Configure, program and develop solutions across ACD, IVR, ASR, AI, NLU and CRM integrations, with hands-on programming where needed.
• Connect systems across CRMs, APIs and customer environments to build coherent end-to-end architectures.
• Keep your senior-level knowledge of leading contact center technologies current.
• Work with project managers to design and run end-to-end project rollouts.
• Handle the system lifecycle, change control and risk analysis for enterprise solutions.
• Keep projects on track by coordinating across departments and communicating clearly.
• Act as project manager for small to large projects, covering the full system lifecycle.
• Advise clients on the company's products and AI solutions during consultations.
• Run business analysis to understand user needs, then design tailored solutions and give industry guidance.
• Support testing, UAT, go-live readiness and hypercare, including post-deployment tuning.
• Work across teams to shape product direction and make sure deliverables match customer requirements.
• Train partners and customers, and produce reusable documentation, templates and guidelines.
• Run configuration workshops and guidance sessions that help customers and partners become self-sufficient.
• Supervise junior client staff and any subcontracted personnel assigned to your project team during the project lifecycle.

Requirements

• A bachelor's degree in a technical or business field such as computer science, information systems or engineering, or equivalent work experience.
• At least 5 years of professional experience, including at least 1 year working with digital channels, AI or bot-driven applications.
• Proven experience supporting large enterprise environments, including complex integrations and deployments at scale.
• Experience configuring contact center technologies.
• Experience with CRM integrations, APIs and related ecosystem technologies.
• Strong business optimization skills in business analysis and call centers, including the KPIs and best practices of contact center operations.
• Experience designing and documenting workflows with diagramming tools such as Lucidchart or Microsoft Visio, and writing detailed use cases, test plans and UAT guidance.
• Working familiarity with generative AI models, NLU techniques and automation principles.
• Awareness of emerging trends in digital customer engagement.
• Desired traits: an analytical, curious mindset.
• Desired traits: a team and customer focus with strong interpersonal skills.
• Desired traits: an early adopter of new technologies.
• Desired traits: a strong sense of accountability and ownership.
• Desired traits: professional communication, conduct and demeanour.

Conditions

Hybrid model: two days a week in the office and three days remote, with office days used mainly for face-to-face meetings and teamwork.

Reports to a manager and works as an individual contributor.

Equal opportunity applies to all candidates.

Benefits

• Work in a global company with a fast-paced, collaborative and creative team.
• Access to internal career moves across many roles, disciplines, domains and locations.