Senior Customer Service Engineer

NiCE is a leading software company recognized for its innovative solutions in AI, cloud, and digital technologies. They are seeking a Senior Customer Service Engineer to deliver exceptional service and support to customers, build strong relationships, and ensure customer satisfaction throughout the lifecycle of their solutions.

Responsibilities:

• Provide support to customers during standard business hours through phone, chat, email, and screen sharing, with occasional extended hours as required for critical customer concerns
• Build and maintain strong customer relationships while serving as a trusted technical resource
• Own customer satisfaction by addressing overall concerns, change requests, work orders, and service-related issues
• Perform effective triage and troubleshooting for reported customer issues and provide timely resolutions
• Partner with internal teams—including Technical Support, Professional Services, Product Management, Engineering, and other cross-functional organizations—to ensure technical challenges and customer requests are progressing toward resolution within established SLA targets
• Develop and maintain in-depth knowledge of NiCE products and the technologies utilized by assigned customer accounts
• Build expertise in telecommunications, contact center technologies, and related industry solutions
• Gain a strong understanding of each customer's contact center environment and business objectives, demonstrating how NiCE solutions support their operational goals
• Monitor product and service usage, understand realized customer benefits and achievements, identify opportunities for improvement, and help define next steps that drive continued customer success

Requirements:

• 5+ years of college education or equivalent professional work experience
• 5+ years of customer service experience supporting software solutions
• 5+ years of contact center industry experience
• Demonstrated experience working collaboratively within a team environment and contributing to overall organizational success
• Strong understanding of contact center operations, business processes, and supporting software technologies