Forward Deployed Engineer
United Kingdom - Remote
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 omni‑channel 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 omni‑channel engagement capabilities.
- Architect agent behaviours including intent handling, workflow orchestration, and multi‑system interactions.
- Continuously refine and evolve agents through iterative testing, model tuning, and performance optimisation.
- AI Agent Lifecycle Ownership
- Own the full lifecycle of AI agents frominitial design through deployment and ongoing optimisation.
- 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, integrations, and architectures that improve future deployments.
- Technical Demonstration & Enablement
- Design and build advanced technical demonstrations showcasing AI‑driven customer experiences.
- Develop reusable demo frameworks and environments that illustrate enterprise use cases.
- Support sales engineering and presales teams in communicating the value of AI‑driven customer engagement solutions.
- Enable internal teams with technical knowledge of AI agents, integrations, and platform capabilities.
Have you got what it takes?
- The AI Agent Engineer will work across several core technical domains: AI & Agent Systems
- Large Language Models
- Prompt engineering
- Agent orchestration frameworks
- Retrieval‑augmented knowledge systems
- Conversational AI architecture
Full Stack Development
- Backend services and APIs
- Web and conversational interfaces
- Integration layers
- Data pipelines
Enterprise Integrations
- REST APIs and microservices
- CRM and business system integrations
- Knowledge systems and data stores
- Identity and access management
Role Type: Individual Contributor
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