N

NiCE

Builds AI software for customer service

Portfolio Solution Engineer

Full-Time
No salary listed
Senior
Bachelor's
Remote in USA
HybridThree days remote and two days in the office each week; travel to customer sites and industry events as needed.
Solution EngineeringPre-Sales Solution Engineering

About the job

Requirements
  • At least five years of experience in presales engineering, solution consulting, solution architecture, or a comparable client-facing role supporting complex enterprise software sales.
  • Demonstrated success supporting a portfolio of products or solutions and connecting multiple capabilities into a cohesive customer solution.
  • Strong business and technical discovery skills, including the ability to translate ambiguous requirements into clear solution designs and compelling demonstrations.
  • Experience creating and delivering product demonstrations, proofs of concept, rapid prototypes, and technical presentations for business, technical, and executive audiences.
  • Working knowledge of enterprise software architecture, cloud and on-premises deployment models, application programming interfaces, data integration, databases, security, and scalability concepts.
  • Ability to communicate complex concepts clearly and persuasively in writing, verbally, and through presentations to varied audiences.
  • Ability to manage multiple concurrent opportunities, prioritize effectively, and deliver high-quality work in a fast-paced, collaborative environment.
  • Strong problem-solving, facilitation, and stakeholder-management skills, with a consultative and customer-focused approach.
  • Ability to partner effectively across sales, product, engineering, professional services, and customer teams.
  • Bachelor’s degree in computer science, engineering, information systems, finance, or business, or equivalent practical experience.
  • Willingness to travel to customer sites and industry events based on business needs.
  • Eligibility to participate in a sales incentive plan tied to individual and/or team sales results.
Responsibilities
  • Partner with sales teams to provide business and technical leadership throughout the sales cycle for multiple complex products, applications, and solutions across the NiCE Actimize portfolio.
  • Lead consultative discovery with prospects and customers to understand business objectives, technical environments, operational challenges, regulatory requirements, and success criteria.
  • Assess how NiCE Actimize solutions may apply to customer needs and translate requirements into differentiated solution strategies, architectures, and value propositions.
  • Deliver tailored sales presentations, solution workshops, product demonstrations, and executive-level briefings that communicate business outcomes and technical capabilities.
  • Design and build demonstrations, mini-applications, proofs of concept, and rapid prototypes based on customer use cases to validate feasibility and showcase solution value.
  • Create detailed product, solution design, integration, and implementation specifications for complex customer environments in collaboration with product, engineering, services, and delivery teams.
  • Provide portfolio-level guidance on solution fit, interoperability, deployment options, data requirements, integrations, security, scalability, and implementation considerations.
  • Lead responses to requests for information and requests for proposals, ensuring proposed solutions are accurate, differentiated, commercially viable, and aligned with customer requirements.
  • Identify technical and business risks, gaps, objections, and competitive considerations early in the sales process, then coordinate resources to address them.
  • Advise prospective customers through product capability assessments, solution validation, and practical guidance on adoption and implementation.
  • Collaborate with sales, product management, engineering, professional services, and partner teams to shape market-ready solutions and support successful post-sale handoffs.
  • Capture customer and market feedback to influence portfolio strategy, product roadmaps, demonstration assets, enablement materials, and go-to-market priorities.
  • Support trade shows, industry events, customer forums, and other strategic sales activities, including travel to customer locations as needed.
Desired Qualifications
  • Experience in financial services, financial crime and compliance, fraud prevention, anti-money laundering, sanctions, market surveillance, or related risk domains.
  • Familiarity with the operations, technology environments, data ecosystems, and regulatory obligations of financial institutions.
  • Experience positioning complex enterprise platforms against competitive offerings and addressing technical or business objections.
  • Hands-on experience with scripting, SQL, application programming interfaces, cloud platforms, data analytics, or other technologies used to configure prototypes and demonstrations.
  • Experience working with global customers, partners, or distributed cross-functional teams.

About the company

N

NiCE

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NiCE builds cloud software that lets businesses run customer service across phone calls, messaging and digital channels, alongside tools for financial crime prevention. Its CXone platform combines contact routing, automated self-service and workforce management so companies manage service teams and customer requests in one system. Cognigy supplies conversational AI agents, while Actimize analyzes transactions and communications for fraud and compliance teams. Customers pay through cloud subscriptions and usage fees, software licenses, support and implementation services. Founded in 1986, it maintains headquarters in Ra'anana, Israel, and Hoboken, New Jersey.

Company Size

5,001-10,000

Company Stage

IPO

Headquarters

Ra'anana, Israel

Founded

1986

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Simplify's Take

What believers are saying

  • Cloud demand supports expansion: NiCE reported 12.6% yearly cloud revenue growth in August 2026.
  • AI reaches major deals: February 2026 reporting put AI in every new seven-figure CXone deal during 2025.
  • Employees get scheduled flexibility: NiCE advertises three remote days weekly for roles covered by its hybrid model.

What critics are saying

  • Profitability weakened: NiCE's August 2026 report showed adjusted operating margin falling to 25.3% from 30.2% a year earlier.
  • Sales remain concentrated: the Americas supplied about 84% of NiCE's revenue in its 2025 annual report.
  • Actimize staff face ownership uncertainty: September 2026 reporting described exclusive sale talks with Brookfield.

What makes NiCE unique

  • NiCE protects specialized technology: its 2025 annual report lists 598 U.S. patents.
  • NiCE extends customer systems: CXone's marketplace contains over 200 pre-integrated apps.
  • NiCE measures soft skills at scale: Fifth Third uses behavior scoring across its 1,500-agent contact center.

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Benefits

  • Hybrid Work Options
  • Flexible Work Hours

Company News

TechDay
Oct 21st, 2026
NiCE named Gartner CCaaS leader as AI revenue jumps.

NiCE named Gartner CCaaS leader as AI revenue jumps. Thu, 22nd Oct 2026 NiCE has been named a Leader in the 2026 Gartner Magic Quadrant for Contact Centre as a Service and was placed furthest among providers for Completeness of Vision. The recognition comes as NiCE reported continued growth in its artificial intelligence business. AI annual recurring revenue reached USD $362 million in the second quarter, up 52% from a year earlier, and now accounts for 15% of cloud revenue. NiCE, which sells cloud-based customer service software, linked the ranking to a broader shift in the contact centre market as businesses combine AI tools with human agents in customer support operations. Demand, it said, is moving beyond pilot projects to larger deployments across enterprise operations. The quarter also marked a record period for AI bookings, driven by NiCE Cognigy, its AI offering for customer service automation. Several large organisations were cited as users of the technology in live production settings, including Openreach, Toyota, Lufthansa Group and Tripadvisor. At Openreach, NiCE said AI agents reduced missed appointments and inbound contact volumes by one-third. At Toyota, 95% of customers offered the AI service chose to book directly with an AI agent. Lufthansa Group uses AI agents to handle more than 16 million customer conversations a year, according to NiCE. Tripadvisor, meanwhile, moved AI voice agents from concept to live calls in 2.5 months. Market shift The contact centre software sector has become a focal point for AI investment as companies look to automate more customer interactions while keeping human staff involved in more complex cases. Vendors increasingly describe the next phase of the market as mixed environments in which AI systems and human agents work together on the same platform. That shift has also changed how suppliers talk about performance, with greater emphasis on business outcomes and handling end-to-end customer requests rather than simple measures such as call volumes or agent activity. Scott Russell, Chief Executive Officer of NiCE, said the company's experience serving large organisations had shaped its position in the market. "We got here by running customer service for the world's most demanding enterprises for decades, and by building the AI to match it," said Scott Russell, Chief Executive Officer, NiCE. Russell said the company sees customer service moving beyond the traditional contact centre model. "The contact center was where customer service lived. It is no longer where it ends. What matters now is one platform, where every interaction is handled by the right agent, human or AI, and every enterprise can run customer service as a single, accountable operation," he said. Enterprise focus The latest figures suggest NiCE is trying to show that AI adoption in customer service has reached a more commercial stage among large corporate buyers. By highlighting recurring revenue and named deployments, it is pointing to established contracts rather than early trials. That matters in a market where software groups are under pressure to show AI products can generate sustained revenue rather than experimental spending. Contact centre providers have been competing to demonstrate both technological progress and evidence of use at scale. NiCE said enterprises now need systems that combine AI agents, human agents, workflows and real-time context in a single operating model. It argued that customer service teams are being asked to manage AI securely and with stronger governance as automated interactions expand. The latest ranking gives NiCE a prominent position in a competitive CCaaS market, where providers are trying to win larger cloud contracts from global businesses. The company's comments and financial indicators suggest AI performance has become a central measure of that competition, with AI annual recurring revenue of USD $362 million and deployments at Openreach, Toyota, Lufthansa Group and Tripadvisor.

IT Brief India
Oct 21st, 2026
NiCE named Gartner CCaaS leader as AI revenue jumps.

NiCE named Gartner CCaaS leader as AI revenue jumps. Wed, 21st Oct 2026 NiCE has been named a Leader in the 2026 Gartner Magic Quadrant for Contact Centre as a Service and was placed furthest among providers for Completeness of Vision. The recognition comes as NiCE reported continued growth in its artificial intelligence business. AI annual recurring revenue reached USD $362 million in the second quarter, up 52% from a year earlier, and now accounts for 15% of cloud revenue. NiCE, which sells cloud-based customer service software, linked the ranking to a broader shift in the contact centre market as businesses combine AI tools with human agents in customer support operations. Demand, it said, is moving beyond pilot projects to larger deployments across enterprise operations. The quarter also marked a record period for AI bookings, driven by NiCE Cognigy, its AI offering for customer service automation. Several large organisations were cited as users of the technology in live production settings, including Openreach, Toyota, Lufthansa Group and Tripadvisor. At Openreach, NiCE said AI agents reduced missed appointments and inbound contact volumes by one-third. At Toyota, 95% of customers offered the AI service chose to book directly with an AI agent. Lufthansa Group uses AI agents to handle more than 16 million customer conversations a year, according to NiCE. Tripadvisor, meanwhile, moved AI voice agents from concept to live calls in 2.5 months. Market shift The contact centre software sector has become a focal point for AI investment as companies look to automate more customer interactions while keeping human staff involved in more complex cases. Vendors increasingly describe the next phase of the market as mixed environments in which AI systems and human agents work together on the same platform. That shift has also changed how suppliers talk about performance, with greater emphasis on business outcomes and handling end-to-end customer requests rather than simple measures such as call volumes or agent activity. Scott Russell, Chief Executive Officer of NiCE, said the company's experience serving large organisations had shaped its position in the market. "We got here by running customer service for the world's most demanding enterprises for decades, and by building the AI to match it," said Scott Russell, Chief Executive Officer, NiCE. Russell said the company sees customer service moving beyond the traditional contact centre model. "The contact center was where customer service lived. It is no longer where it ends. What matters now is one platform, where every interaction is handled by the right agent, human or AI, and every enterprise can run customer service as a single, accountable operation," he said. Enterprise focus The latest figures suggest NiCE is trying to show that AI adoption in customer service has reached a more commercial stage among large corporate buyers. By highlighting recurring revenue and named deployments, it is pointing to established contracts rather than early trials. That matters in a market where software groups are under pressure to show AI products can generate sustained revenue rather than experimental spending. Contact centre providers have been competing to demonstrate both technological progress and evidence of use at scale. NiCE said enterprises now need systems that combine AI agents, human agents, workflows and real-time context in a single operating model. It argued that customer service teams are being asked to manage AI securely and with stronger governance as automated interactions expand. The latest ranking gives NiCE a prominent position in a competitive CCaaS market, where providers are trying to win larger cloud contracts from global businesses. The company's comments and financial indicators suggest AI performance has become a central measure of that competition, with AI annual recurring revenue of USD $362 million and deployments at Openreach, Toyota, Lufthansa Group and Tripadvisor.

Business Wire
Oct 21st, 2026
NiCE named Gartner CCaaS Leader as AI annual recurring revenue hits $362M, up 52%

NiCE has been named a Leader in the 2026 Gartner Magic Quadrant for Contact Center as a Service (CCaaS). The company was placed furthest of any provider for Completeness of Vision. Its AI annual recurring revenue reached $362 million in the second quarter of 2026, up 52% year over year. That is now 15% of cloud revenue, and the quarter set a record for AI bookings. "What matters now is one platform, where every interaction is handled by the right agent, human or AI," said chief executive officer Scott Russell. NiCE Cognigy's AI is live at Openreach, Toyota, Lufthansa Group, and Tripadvisor. At Lufthansa, AI agents handle more than 16 million customer conversations a year.

NICE Ltd.
Oct 14th, 2026
NiCE named a 2026 CRM Industry Leader in four categories.

NiCE named a 2026 CRM Industry Leader in four categories. October 14, 2026 NiCE has been named a 2026 CRM Industry Leader by CRM magazine in four categories: Contact Center Infrastructure, Contact Center Interaction Analytics, Unified Customer Experience Platform, and Workforce Management/Workforce Engagement Management. The awards published September 1, 2026 on destinationCRM.com, mark the magazine's 25th annual recognition of the top vendors in customer service, marketing, and sales. The Industry Leader Awards are chosen by an independent panel of nine analysts from firms including Forrester Research, Opus Research, Valoir, DMG Consulting, and McGee-Smith Analytics. Each analyst is asked a simple question: if you had to recommend a solution to a client, what would you choose, and why? Their top five picks in each of 11 categories become the year's Leaders. NiCE has now been named a Leader in all four of these categories for three consecutive years. The panel also listed NiCE among its Ones to Watch in Customer Journey Orchestration. Contact Center Infrastructure. In the awards editorial coverage, the analysts described NiCE's acquisition of Cognigy, completed a year ago, as the move that cemented its leading position in contact center infrastructure, with CXone already an established industry leader before the deal. Max Ball, principal analyst at Forrester Research, pointed to NiCE's unusually broad portfolio as a long-standing differentiator and to an overall AI story that Cognigy has strengthened further. Derek Top, vice president and research director at Opus Research, summed up where the platform stands today, describing CXone as a complete AI-era platform. Contact Center Interaction Analytics. NiCE's analytics heritage goes back decades, and the panel credited the company with carrying that depth into today's unstructured voice data and across digital channels, topics, intents, sentiment, behavior, and outcomes. Sheila McGee-Smith, president and principal analyst at McGee-Smith Analytics, singled out NiCE's expansion into unstructured voice data as work done well. Ian Jacobs, vice president and lead analyst at Opus Research, said what sets NiCE apart is what happens after the analysis: insights flow straight into quality scoring, coaching, routing, guidance, and workflow changes across CXone. In his words, that "makes analytics a practical driver of operational improvements" across the contact center and the wider enterprise. Unified Customer Experience Platform. The panel framed 2026 as the year CX moved from channel-led service to unified ecosystems, where one platform orchestrates every interaction and context flows across every touchpoint. In that setting, the analysts again pointed to Cognigy as the piece that completes NiCE's platform story. Ian Jacobs of Opus Research put it plainly: "NiCE has long had the contact center muscle. Cognigy gives it an agentic AI brain." Derek Top described the result as the most complete AI-era suite in the market, bringing cloud contact center, workforce engagement, analytics, knowledge, and Cognigy conversational AI together under a single data and governance model. Workforce Management / Workforce Engagement Management. The editors describe NiCE as the de facto leader in workforce management, and the analysts explained why. Ian Jacobs credited NiCE with one of the broadest integrated workforce offerings in the market, spanning WFM, quality, performance management, recording, coaching, and employee engagement, and said he sees no real gaps in it. He added that tying all of that directly into the rest of CXone matters more every year as brands manage humans, copilots, and AI agents side by side. Derek Top agreed, crediting NiCE with "the deepest forecasting, scheduling, and quality tooling" and noting that those tools are increasingly used to plan human and AI agent capacity as a single workforce. A common thread. Across all four categories cited in the article, the analysts returned to the same themes. Whether the subject was routing, analytics, workforce planning, or the platform as a whole, the panel's assessment was that NiCE's pieces connect, and that the connection is what turns insight into action for customers. For NiCE, the recognition reflects its investment in making CXone a complete AI-era platform, one that lets organizations manage human agents, copilots, and AI agents as a single workforce under one data and governance model. Nice Ltd. thank CRM magazine and its analyst panel for their recognition, and its customers for the partnership that makes it possible.

NICE Ltd.
Oct 13th, 2026
NiCE wins CONAREC 2026 Award in the Customer Journey category.

NiCE wins CONAREC 2026 Award in the Customer Journey category. October 13, 2026 NiCE has won the CONAREC 2026 Award in the Customer Journey category, a consistent winner within the competition for the past eleven years. This year's competition evaluated more than 645 companies across 60 segments; the recognition highlighted NiCE's role in the evolution of customer experience. According to the judging team, CX is shifting from reactive models, where the customer spots a problem and asks for help, to journeys that understand context, reduce effort and sometimes solve issues before the customer asks. NiCE sits in the middle of that shift, combining AI, automation, analytics and interaction orchestration. With agentic AI, digital agents can understand context, access different systems, follow business rules and carry out process steps with supervised autonomy, working alongside human teams. "Customer experience is no longer a channel problem. It is an orchestration problem. The leaders in this market will be the ones who unite technology, data, people and processes into a single, seamless journey. This recognition validates what we are building with our customers and partners: AI that handles the routine on scale, and frees people for the moments that demand judgment, negotiation, creativity and empathy. That is how connected experiences become measurable business results," said Luiz Camargo, General Manager of NiCE, Latin America. This follows NiCE's 2025 CONAREC wins in Omnichannel Service Platform and Workforce Engagement Management, and reflects the market's move toward more connected, contextualized experiences.