Professional Services Engineer (Quality Assurance and Automation), 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. So, what’s the role all about? The Professional Services Engineer (Quality Assurance and Automation) is a customer-facing, billable role responsible for delivering specialized expertise and solutions for NICE products and services. This includes implementing, configuring, and optimizing AI-driven applications, such as chatbots, knowledge assistants, and other digital solutions, for enterprise contact centers. The position combines technical and business responsibilities, requiring engagement with clients to understand their needs, provide consultative support, and deliver cutting-edge solutions. As a rapidly growing business, we are building a professional services team here in Manila. In this new role, you will become a MPower Proactive AI Agents expert and advocate, delivering high-quality implementations, analysis, support, and many more to clients across the globe. Working initially with both the EU and US teams you will provide implementation and support to our new and existing clients, then when MPower Proactive AI Agents expands into APAC, the Manila team will also lead the implementation, quality assurance, support, and delivery for local clients. Key Responsibilities Become an expert in Proactive AI solution design consultancy, quality assurance, automation, and implementation Own quality assurance for Proactive AI implementations, including test planning, execution, regression, and defect management Configure, test, debug, and deploy SaaS-based customer journeys aligned to client requirements Translate business requirements into testable specifications, including end‑to‑end integration documentation Validate data flows, APIs, and integrations using configuration‑based, manual, and automated testing approaches Analyze Proactive AI transactional data to support journey optimization and issue root-cause analysis Write and maintain SQL queries, JavaScript snippets, and API test scenarios as needed Produce clear, actionable documentation (test cases, defects, release readiness, and handover artifacts) Collaborate with distributed global teams across time zones Support client go‑lives and provide on‑call production support as required Contribute to onboarding and knowledge sharing for new implementation team members Basic Qualifications 3+ years of experience in Quality Assurance, test automation, or implementation/consulting roles Strong understanding of the QA lifecycle: test planning, execution, defect management, and regression testing Hands-on experience designing and executing test cases with clear acceptance criteria and requirements traceability Exposure to test automation, configuration‑based testing, or low‑code/no‑code automation tools Solid analytical and debugging skills, able to triage issues across configuration, data, and integration layers Familiarity with Agile/Scrum workflows and Jira-based task management Good communications skills for walkthroughs, triages and clarifications Strong documentation skills for test plans, results, and defects Collaborative team player with experience working across distributed/global teams Amenable to work shifting schedules Preferred Qualifications If you don't have these but are willing to learn, please apply: Experience with data extraction, transformation, and summarization, including working with structured datasets or payloads Hands-on experience testing APIs (REST/JSON), including validation of responses, payload integrity, and integration workflows Proficiency with Excel for data manipulation; familiarity with Tableau or other BI tools for reporting or analysis Hands on experience utilizing AI in testing Understanding of data-driven testing concepts Exposure to multi-channel or