Customer Service Engineer

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.

So, what’s the role all about?

Customer Service Engineer is responsible for providing world-class service to NICE customers. The position will include building long-term relationships with new and existing customers by being attentive to their immediate needs, proposing enhancements to products and/or services, ensuring the current solution is configured to deliver value, acting in a consultative fashion, and coordinating with internal departments to provide a collaborative solution that will leave the NICE customer with a positive experience.

How will you make an impact?  

• Empower Client Success: Partner strategically with clients to maximize NICE solutions, ensuring alignment with their business objectives.
• Deliver Exceptional Service: Provide comprehensive technical and customer service, proactively addressing concerns, resolving issues efficiently, and delivering effective solutions.
• Foster Client Loyalty: Build strong, trusted relationships by engaging in regular communication and offering proactive support.
• Seamless Collaboration: Partner effectively across internal teams to ensure all client needs are addressed promptly and efficiently.
• Technical Proficiency: Develop in-depth knowledge of NICE products and related technologies, providing expert support to clients.

Have you got what it takes?

• Bachelor's degree in Computer Science, Business Information Systems, or a related field; or equivalent work experience
• 5 years of software customer service experience, with a strong understanding of contact center technologies
• Experience working with SIP messages, analyzing network logs (e.g., developer tools), and troubleshooting APIs
• Familiarity with ACD and IVR systems
• Basic understanding of SQL for querying and troubleshooting
• Working knowledge of AWS concepts; practical experience or certification is a plus
• Strong communication, analytical, and problem-solving skills in a customer-facing role

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.​

Requisition ID: 7545
Reporting into: Manager, Customer Success
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.