Senior Professional Services Engineer

So, what’s the role all about?

The Senior Professional Services Engineer is a customer-facing, billable role responsible for delivering specialized expertise and solutions for NICE products and services. This includes implementing, configuring, and optimizing AI-driven applications, such as chatbots, knowledge assistants, and other digital solutions, for enterprise contact centers. The position combines technical and business responsibilities, requiring engagement with clients to understand their needs, provide consultative support, and deliver cutting-edge solutions.

As a rapidly growing business, we are building a professional services team here in Manila. In this new role, you will become a MPower Proactive AI Agents expert and advocate, delivering high-quality implementations, analysis, support, and many more to clients across the globe.

Working initially with both the EU and US teams you will provide implementation and support to our new and existing clients, then when MPower Proactive AI Agents expands into APAC, the Manila team will also lead the implementation, quality assurance, support, and delivery for local clients.

Key Responsibilities

• Lead complex implementations of MPower Proactive AI Agents, from requirements gathering to deployment and optimization.
• Serve as a subject matter expert and technical lead in client engagements, ensuring high-quality delivery and customer satisfaction.
• Collaborate with global teams to design, build, test, and support proactive customer journeys using internal tools and APIs.
• Mentor and support junior engineers, providing technical guidance and best practices.
• Analyze client business processes and translate them into scalable, automated solutions.
• Design and document end-to-end application integration specifications.
• Perform advanced configuration, debugging, and deployment of the SaaS platform.
• Develop and optimize customer journey strategies using data analytics and the MPower transactional data model.
• Write complex SQL queries, build dashboards, and deliver actionable insights.
• Write and debug JavaScript code; contribute to API design and integration.
• Contribute to internal process improvements and knowledge sharing across teams.
• Provide on-call support to global customers
• And other responsibilities

Basic Qualifications

• 6+ years of experience in professional services, software implementation, or technical consulting roles.
• Advanced proficiency in SQL and JavaScript; working knowledge of C#, Python, HTML, and CSS.
• Strong experience in API design, testing, and integration in SaaS or enterprise environments.
• Proven ability to lead technical projects and mentor junior team members.
• Experience in debugging complex issues and delivering scalable solutions.
• Excellent communication and stakeholder management skills.
• Exposure to data analysis and reporting, with the ability to build dashboards or reports (e.g., via SQL or BI tools) is a plus!

Preferred Qualifications

• Proven track record of leading and delivering complex software implementations for enterprise clients.
• Strong background in implementation planning, stakeholder alignment, and technical documentation.
• Ability to manage multiple implementation projects simultaneously while maintaining high quality and client satisfaction.
• Strong problem-solving mindset and adaptability in a fast-paced, global environment
• Effective communicator who thrives in cross-functional teams, including client-facing or support roles

What’s in it for you?

Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr!

Enjoy NICE-FLEX!

At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

Requisition ID: 8234

Reporting into: Team Lead, Professional Services

Role Type: Individual Contributor