[Remote] Senior Customer Service Engineer

Note: The job is a remote job and is open to candidates in USA. NiCE is a leading software company recognized for its innovative solutions in AI, cloud, and digital technologies. They are seeking a Senior Customer Service Engineer to deliver exceptional service and support to customers, build strong relationships, and ensure customer satisfaction throughout the lifecycle of their solutions.ResponsibilitiesProvide support to customers during standard business hours through phone, chat, email, and screen sharing, with occasional extended hours as required for critical customer concernsBuild and maintain strong customer relationships while serving as a trusted technical resourceOwn customer satisfaction by addressing overall concerns, change requests, work orders, and service-related issuesPerform effective triage and troubleshooting for reported customer issues and provide timely resolutionsPartner 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 targetsDevelop and maintain in-depth knowledge of NiCE products and the technologies utilized by assigned customer accountsBuild expertise in telecommunications, contact center technologies, and related industry solutionsGain a strong understanding of each customer's contact center environment and business objectives, demonstrating how NiCE solutions support their operational goalsMonitor product and service usage, understand realized customer benefits and achievements, identify opportunities for improvement, and help define next steps that drive continued customer successSkills5+ years of college education or equivalent professional work experience5+ years of customer service experience supporting software solutions5+ years of contact center industry experienceDemonstrated experience working collaboratively within a team environment and contributing to overall organizational successStrong understanding of contact center operations, business processes, and supporting software technologiesCompany OverviewNiCE is transforming the world with AI that puts people first. It was founded in 1986, and is headquartered in Ra'anana, HaMerkaz, ISR, with a workforce of 5001-10000 employees. Its website is http://nice.com.Company H1B SponsorshipNiCE has a track record of offering H1B sponsorships, with 2 in 2026, 5 in 2025, 14 in 2024, 8 in 2023, 8 in 2022, 11 in 2021, 10 in 2020. Please note that this does not guarantee sponsorship for this specific role.