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About the Role

The Lead AI Software Engineer, CX is a customer-facing, billable role responsible for implementing, configuring, and delivering AI-driven and Conversational AI solutions across the NICE CXone ecosystem. As a hands-on technical contributor, you will build integrations, configure conversational AI platforms, and ensure high-quality execution of project deliverables.

Responsibilities

Configure, customize, and deploy Conversational AI solutions aligned to defined business and technical requirements.
Build and maintain integrations using APIs, modern web technologies, and authentication standards.
Implement, enhance, and optimize bot behaviors using conversational design and prompt engineering best practices.
Develop proofs of concept (PoCs) and production-ready solution components.
Support testing, validation, and go-live activities to ensure solutions are functioning as expected across customer environments.
Diagnose and resolve complex technical issues across SaaS applications, integrations, environments, and data flows.
Adapt, extend, or refactor existing integrations and solution components to meet evolving customer needs.
Ensure implementations meet quality, performance, security, and usability standards.
Produce documentation including specifications, test cases, and deployment materials.
Partner closely with Implementation Engineers, Consultants and Project Managers who lead discovery, requirements definition, and solution design.
Participate in customer workshops to clarify technical details, validate feasibility, and provide subject‑matter input.
Maintain clear and consistent communication across cross‑functional delivery teams.

Requirements

Bachelor’s degree in technical or business field (e.g., Computer Science, Information Systems, Electrical Engineering) or equivalent work experience.
7+ years of professional experience, with 3+ years in digital channels or AI/Bot software applications preferred.
Strong proficiency in JavaScript; Python familiarity is a plus.
Solid understanding of REST API integration patterns.
Solid understanding of modern authentication (OAuth2, OIDC, SAML).
Solid understanding of browser and web security (CORS, X Frame Options).
Solid understanding of HTML/CSS and front-end fundamentals.
Ability to interpret API documentation, implement PoCs, and troubleshoot integrations.
Strong understanding of conversational UX, AI driven interfaces, and prompt engineering techniques.
Clear, confident written and verbal communication skills.
Comfortable engaging with customers to explain technical concepts and implementation decisions.
Effective collaborator during design discussions, code reviews, technical troubleshooting, and delivery execution.
Authored detailed design documents, functional requirements documents, test use cases, and deployment guides to support implementation and delivery.
Experience designing and deploying enterprise-grade conversational flows and AI orchestration.
Experience with NiCE CXone products or other cloud-based contact center platforms.
Experience working with enterprise conversational AI platforms (e.g., NICE CXone, Kore.ai, Amelia, Dialogflow, or similar).
Experience with monitoring, logging, and debugging tools for distributed systems.
Knowledge of databases (SQL/NoSQL) and data integration patterns.
Experience working in Agile/Scrum teams and participating in sprint planning and retrospectives.

Skills

JavaScript
Python
REST API integration
OAuth2
OIDC
SAML
CORS
X Frame Options
HTML/CSS
Front-end development
API documentation interpretation
Integration troubleshooting
Conversational UX
AI driven interfaces
Prompt engineering
Written communication
Verbal communication
Customer engagement
Collaboration
Design documentation
Functional requirements documentation
Test case creation
Deployment guides
Enterprise-grade conversational flows
AI orchestration
NiCE CXone products
Cloud-based contact center platforms
Enterprise conversational AI platforms
Monitoring tools
Logging tools
Debugging tools
SQL
NoSQL
Data integration patterns
Agile/Scrum methodologies

Location

Remote
Office

Work Type

Hybrid
Individual Contributor

Experience Level

7+ years of professional experience
3+ years in digital channels or AI/Bot software applications

Education Level

Bachelor’s degree in technical or business field (e.g., Computer Science, Information Systems, Electrical Engineering) or equivalent work experience.

About the Company

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.

Equal Opportunity

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.