Senior Technical Support Trainer, CX

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. The Senior Technical Support Trainer (AI Learning Solutions) sits at the intersection of instructional design and AI development. As NiCE’s Global Customer Support organization scales its AI and Knowledge Management program, we need someone who can build the next generation of training — AI-powered, self-guided, scalable — not just deliver it. This is primarily a builder role. You will design and develop AI-assisted training modules and digital content that allow our global support engineers to learn at their own pace, in their own time. In parallel, you will carry some live training delivery responsibilities — batch onboarding, specialty curricula, and upskilling sessions — while the module library matures. The expectation is that over time, as the self-guided library grows, the live delivery component shrinks. The ideal candidate has done both: built training content and delivered it to technical audiences. You may come from an instructional design or customer education background with a growing interest in AI, or from a technical/engineering background with real experience in training or mentoring. Either way, you’re excited by the idea of using AI tools to fundamentally change how support engineers get up to speed. How will you make an impact? AI Training Module Development (Primary) Design and build AI-powered, self-guided training modules for NiCE Global Support engineers, covering platforms including CXone Mpower, Nexidia, Engage, and other solutions in the support portfolio. Convert existing live and instructor-led training curricula into scalable, self-paced digital content deployed through the Dojo LMS (SCORM and similar formats). Leverage AI tools (e.g., Azure OpenAI,