Lead AI Software Engineer, CX

What's the Role All About?

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.

How Will You Make an Impact?

• Technical Implementation and Configuration:
  • 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.
• Technical Problem Solving & Quality:
  • 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.
• Collaboration with Implementation Teams:
  • 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.

Have You Got What It Takes?

• 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.
• Technical Skills:
  • Strong proficiency in JavaScript; Python familiarity is a plus.
  • Solid understanding of:
    • REST API integration patterns
    • Modern authentication (OAuth2, OIDC, SAML)
    • Browser and web security (CORS, X Frame Options)
    • 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.
• Communication and Collaboration:
  • 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.

You Will Have an Advantage If You Also Have:

• 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.