Senior Customer Service Engineer

About the Role

As a Customer Success Engineer, you will be responsible for delivering world-class service and support to NiCE customers. In this customer-facing role, you will build strong relationships with new and existing customers by understanding their business needs, providing technical guidance, recommending product and service enhancements when appropriate, and ensuring customers are realizing maximum value from their NiCE solutions.

You will act as a trusted advisor, collaborating closely with cross-functional teams to resolve technical challenges, drive customer satisfaction, and create a positive customer experience throughout the customer lifecycle.

Key Responsibilities

• Provide support to customers during standard business hours through phone, chat, email, and screen sharing, with occasional extended hours as required for critical customer concerns.
• Build and maintain strong customer relationships while serving as a trusted technical resource.
• Own customer satisfaction by addressing overall concerns, change requests, work orders, and service-related issues.
• Perform effective triage and troubleshooting for reported customer issues and provide timely resolutions.
• Partner with internal teams—including Technical Support, Professional Services, Product Management, Engineering, and other cross-functional organizations—to ensure technical challenges and customer requests are progressing toward resolution within established SLA targets.
• Develop and maintain in-depth knowledge of NiCE products and the technologies utilized by assigned customer accounts.
• Build expertise in telecommunications, contact center technologies, and related industry solutions.
• Gain a strong understanding of each customer's contact center environment and business objectives, demonstrating how NiCE solutions support their operational goals.
• Monitor product and service usage, understand realized customer benefits and achievements, identify opportunities for improvement, and help define next steps that drive continued customer success.

Required Qualifications

• 5+ years of college education or equivalent professional work experience.
• 5+ years of customer service experience supporting software solutions.
• 5+ years of contact center industry experience.
• Demonstrated experience working collaboratively within a team environment and contributing to overall organizational success.
• Strong understanding of contact center operations, business processes, and supporting software technologies.

What Success Looks Like

The successful Customer Success Engineer delivers exceptional customer experiences by combining technical expertise with a consultative approach. They proactively build trusted customer relationships, collaborate effectively across internal teams, resolve technical challenges efficiently, and ensure customers maximize the value of their NiCE solutions while achieving their business objectives.