2 months ago
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
AI ApplicationsSolutions Engineering
About NICE
NiCE is transforming the world with AI that puts people first. Our purpose-built AI-powered platforms automate engagements into proactive, safe, intelligent actions, empowering individuals and organizations to innovate and act, from interaction to resolution. Trusted by organizations throughout 150+ countries worldwide, NiCE’s platforms are widely adopted across industries connecting people, systems, and workflows to work smarter at scale, elevating performance across the organization, delivering proven measurable outcomes.