Principal AI-Driven Enterprise Support 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. Principal AI-Driven Enterprise Support Engineer Location: Seattle or Hybrid Preferred https://www.nice.com/company/global-locations (Remote Considered) Help Define the Future of AI-Augmented Enterprise Support We're searching for a rare type of technical leader. Someone who can walk into a customer escalation, quickly understand the business impact, navigate complex technical architectures, coordinate engineering resources, and earn executive trust—all while leveraging AI to operate at a level that wasn't possible just a few years ago. At NICE, we're building a new model for enterprise support. Our vision combines advanced AI capabilities, deep technical expertise, and strategic customer ownership. We believe the future belongs to engineers who know how to leverage AI—not replace human judgment with it. As a Principal AI-Driven Enterprise Support Engineer, you'll be one of the architects of that future. Why This Opportunity Is Unique This role sits at the intersection of: Enterprise Support Engineering Technical Account Management Customer Advocacy AI-Augmented Operations You'll engage directly with Fortune 500 customers, influence product direction, help shape support strategy, and establish standards for how AI and human expertise work together to deliver exceptional customer outcomes. You'll have a seat at the table, not just a ticket queue. What You'll Own Strategic Enterprise Account Leadership Serve as a trusted advisor for a portfolio of high-value enterprise customers Build executive and senior technical stakeholder relationships Lead strategic support initiatives and account health reviews Identify operational risks and proactively drive remediation plans Influence custo