Product Pre-Sales Engineer (CCaaS & AI)
Explicitly requires vibe coding skills and use of AI-assisted coding tools for rapid prototyping and iteration.
About the Role
Product Pre-Sales Engineer focused on CCaaS and AI-driven customer service automation. Partner with sales, product, and engineering to design and demonstrate solutions (virtual agents, knowledge management, analytics, messaging) that solve customer business challenges and accelerate adoption.
Job Description
Role
We are hiring a Product Pre-Sales Engineer (CCaaS & AI) to support presales activities for AI-driven Customer Service Automation solutions. You will define technical solution strategies, drive demos and proofs-of-concept, evaluate prospect infrastructures, respond to RFIs/RFPs, and act as a trusted technical advisor to both business and IT stakeholders.
Key Responsibilities
- Prepare and deliver demonstrations of NICE Customer Service Automation solutions across the CCaaS platform with emphasis on conversational AI, knowledge management, messaging channels and analytics.
- Evaluate, document, and assess prospect infrastructure including CCaaS, automation, messaging, and knowledge solutions.
- Lead and participate in discovery calls to identify opportunities and technical fits for NICE solutions.
- Partner with Sales, Engineering, Product, and Design teams to incubate and build innovative solutions.
- Respond to RFIs and RFPs and develop compelling, technology-grounded solution narratives.
- Act as a Digital & Analytics domain expert and trusted advisor for customers, helping them realize business value.
- Evangelize Customer Service Automation solutions internally and externally; maintain knowledge of AI, digital, analytics, telephony and cloud technologies.
Requirements
- Bachelor’s degree in a related technology field; MBA preferred.
- 7+ years of hands-on technical experience in solutions engineering, solution/sales architecture, or related roles tied to complex software sales.
- 7+ years consulting or customer engagement experience and 5+ years contact center experience.
- Demonstrated success with enterprise solutions and a portfolio of strong work examples.
- Strong interpersonal, presentation, project management, problem solving, and communication skills.
- Knowledge of chatbot, automation, virtual agent and conversational AI solutions; familiarity with knowledge management, asynchronous messaging, and analytics.
- Experience with Enterprise SaaS applications, architectures, APIs and integrations.
- Understanding of web technologies, including HTML, JavaScript, CSS, DOM, and browser developer tools.
- Proven ability to manage multiple projects and meet tight deadlines; strong business acumen and consultative approach.
Notes on Development Practices
- Role explicitly references rapid prototyping techniques (“vibe coding”) and the use of AI-assisted coding tools (e.g., code generation, copilots) to accelerate development and iterate quickly.
Miscellaneous
This description highlights primary responsibilities and requirements for presales engineering in a CCaaS/AI context. Other reasonable duties may be assigned by management as needed.