3 months ago
Remote, GermanySenior
Responsibilities
- Lead complex AI implementations from pilot through full enterprise deployment.
- Configure and build CXone AI solutions across NLU, IVR/ACD, ASR, digital channels, and knowledge-driven capabilities.
- Develop stable, scalable chatbot and voicebot applications and integrate them with CRMs, APIs, and customer ecosystems.
- Support testing, UAT, go-live readiness, hypercare, and post-deployment optimization.
- Design intents, user journeys, decision paths, dialog flows, scripts, personas, and multimodal interaction patterns.
- Lead conversational design workshops and advise clients on conversational strategy, UX, and usability.
- Partner with project managers on delivery, lifecycle development, change control, and risk mitigation.
- Provide technical training, configuration workshops, documentation, templates, and enablement for customers, partners, and colleagues.
- Create technical demonstrations and mentor colleagues on AI configuration and conversational design.
- Collaborate across teams to influence product direction and align technical deliverables with customer requirements.
Requirements
- Bachelor’s degree in a technical or business field, such as Computer Science, Information Systems, or Engineering, or equivalent work experience.
- At least five years of professional experience, including at least one year working with digital channels, AI, or bot-driven applications.
- Experience configuring AI and contact center technologies involving NLU, NLP, LLM, and agentic-powered solutions.
- Experience supporting large enterprise environments with complex integrations and deployments at scale.
- Proficiency with CRM integrations, APIs, and related ecosystem technologies.
- Knowledge of generative AI models, NLU techniques, automation principles, and trends in digital customer engagement.
- Familiarity with API testing and documentation tools such as Postman and Swagger.
- Ability to design and document workflows using Lucidchart or Microsoft Visio.
- Experience creating use cases, test plans, and UAT guidance.
- Ability to manage customer escalations and maintain strong client relationships.
- Strong facilitation, communication, collaboration, analytical, problem-solving, and customer relationship skills.
Benefits
- Hybrid NICE-FLEX work model with two days in the office and three days remote per week.
- Internal career opportunities across roles, disciplines, domains, and locations.
- Fast-paced, collaborative, creative environment with opportunities to learn and grow.
Tech Stack
Postman
Categories
Solutions Engineering
About NICE
NICE builds cloud contact center platforms, customer analytics, and workforce optimization tools for enterprises and public sector agencies, including public safety recording. Its portfolio includes CXone (CCaaS), digital self-service, interaction recording, RPA, and financial crime and compliance solutions through NICE Actimize. Founded in 1986 and headquartered in Hoboken, New Jersey, NICE is a public company traded on NASDAQ under the ticker NICE, serving customers in 150+ countries.