Forward Deployment 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. So, what’s the role all about? A NiCE AI Forward Deployed Engineer is a highly technical full-stack engineer responsible for designing, building, and deploying AI-driven customer engagement solutions using the NiCE digital and AI portfolio. This role sits at the intersection of software engineering, AI agent development, and customer solution architecture. The engineer works directly with customers and internal stakeholders to translate complex business challenges into intelligent automation solutions across voice and digital channels. The AI Forward Deployed Engineer will design, prototype, and operationalize AI agents that integrate with enterprise systems and deliver scalable customer self-service experiences powered by intelligent virtual agents, knowledge management, and omnichannel engagement capabilities. This role requires deep technical expertise across full-stack development, AI agent architectures, APIs, integrations, and conversational automation, combined with the ability to collaborate directly with customers and business leaders. How will you make an impact? AI Agent Design & Development Design and build AI-driven virtual agents that automate customer service workflows across digital and voice channels. Develop intelligent automation using the NiCE AI and Digital portfolio, including conversational AI, knowledge systems, and omnichannel engagement capabilities. Architect agent behaviors including intent handling, workflow orchestration, and multi-system interactions. Continuously refine and evolve agents through iterative testing, model tuning, and performance optimization. AI Agent Lifecycle Ownership Own the full lifecycle of AI agents from initial design through deployment and ongoing optimization. Define agent architecture including prompting strategies, knowledge retrieval patterns, and decision logic. Implement observability, evaluation, and feedback loops to improve agent accuracy, reliability, and business outcomes. Monitor agent performance and evolve agents to handle increasingly complex customer interactions. System Integration & Automation Build integrations between AI agents and enterprise systems including CRM, commerce platforms, knowledge bases, and operational systems. Develop APIs, services, and orchestration layers enabling agents to perform real business transactions. Implement multi-step workflows that coordinate API calls across multiple systems of record. Ensure secure, scalable, and reliable integrations across customer environments. Full Stack Solution Development Build full-stack solutions that support agent interactions including web interfaces, backend services, and integration layers. Develop prototypes and working applications that demonstrate end-to-end AI automation scenarios. Create reusable components and frameworks that accelerate development of new AI agent capabilities. Maintain and enhance demo environments and development environments used for solution innovation. Customer Solution Engineering Partner directly with customers to understand operational challenges and identify opportunities for AI-driven automation. Translate business requirements into technical architectures and working solutions. Build prototypes, proof-of-value implementations, and production-ready agent capabilities. Act as a trusted technical advisor to both business and technology stakeholders. Product Innovation & Feedback Collaborate with product, engineering, and sales teams to identify product gaps and innovation opportunities. Prototype new capabilities that extend the NiCE AI platform. Provide direct field insights that inform product roadmap and future platform capabilities. Contribute reusable patterns, integr