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Lead Professional Services Engineer (AI)

NICEAustralia - SydneyGCO - Customer Success & Services
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Salary
Not listed
Job type
Full-time
Experience
Lead · 5+ yrs
Posted
5 Oct 2026
Status
Open · checked 7d ago

About this role

NICE is hiring a Lead Professional Services Engineer (AI) in Sydney, Australia, to deliver specialized expertise for customer-facing enterprise deployments. This full-time individual contributor position suits an experienced technical professional with a background in contact center solutions and artificial intelligence.

Role Overview

The Lead Professional Services Engineer (AI) acts as a billable, customer-facing expert responsible for implementing, configuring, and optimizing company applications. The job combines technical deployment duties with business consulting, project management, and mentorship for junior personnel within enterprise contact center environments.

Key Responsibilities

Lead complex implementations from pilot phase to full deployment for enterprise clients
Configure, program, and develop applications including ACD, IVR, ASR, AI, NLU, and CRM integrations
Integrate systems across APIs, CRMs, and customer ecosystems
Collaborate with project managers or serve in a project management capacity for small to large-scale initiatives
Provide subject matter expertise during client consultations and conduct business analysis to design tailored solutions
Supervise junior client staff and sub-contracted personnel assigned to project teams

Requirements

Bachelor degree in a technical or business discipline such as Computer Science, Information Systems, or Engineering, or equivalent work experience
Minimum of 5 years of professional experience, including at least 1 year working with digital channels, AI, or bot-driven applications
Expertise in supporting large enterprise environments, configuring contact center technologies, and handling CRM integrations and APIs
Background in business analysis, call center KPIs, and operational best practices
Ability to design and document workflows using Lucidchart or Microsoft Visio alongside detailed use cases and test plans

Skills and Tools

ACD
IVR
ASR
AI
NLU
CRM integrations
APIs
Lucidchart
Microsoft Visio
Generative AI models
Automation principles

About the Company

NICE Ltd. provides software products used by over 25,000 global businesses, including 85 Fortune 100 corporations, to manage customer interactions, fight financial crime, and ensure public safety. Operating with over 8,500 employees across 30-plus countries, the organization is recognized as a market leader in AI, cloud, and digital solutions. The company operates under the NICE-FLEX hybrid work model, requiring two days in the office and three remote days each week.

How to Apply

Interested candidates should apply on the official company careers page.

Skills and tech stack

ACDIVRASRAINLUCRMAPIsLucidchartMicrosoft VisioGenerative AI

Questions candidates ask

What is the location of this job?

This position is located in Sydney, Australia, with a hybrid work model consisting of two days in the office and three days working remotely.

What experience is required for the role?

Applicants need a minimum of 5 years of professional experience, with at least 1 year specifically working with digital channels, AI, or bot-driven applications.

What education qualifications are accepted?

A Bachelor degree in a technical or business field such as Computer Science, Information Systems, or Engineering is required, or equivalent work experience.

Is travel or remote work allowed?

The role follows the NICE-FLEX hybrid model, which includes 3 days of remote work and 2 days working from the office each week.

Ready to apply?

The application is on the official NICE careers page.

Apply on company site