Senior Professional Services Implementation Engineer, AI
NICE
13 days ago
Sydney, Australia
Senior
Responsibilities
- Lead complex implementations from pilot to full deployment.
- Configure and build CXone AI solutions, including NLU and IVR/ACD.
- Develop AI applications with a focus on code quality and system stability.
- Integrate systems across CRMs, APIs, and customer ecosystems.
- Support testing, UAT, go-live readiness, and post-deployment optimization.
- Solve complex challenges with strong architectural judgment.
- Collaborate across teams to influence product direction.
- Enable customers through technical training and configuration workshops.
- Create high-impact documentation for technical concepts.
- Design intuitive AI applications prioritizing user-centric interactions.
- Define user intents and journeys for efficient customer interactions.
- Lead conversational design workshops to align stakeholders.
- Develop AI assistant personas and multimodal interaction patterns.
- Advise clients on conversational strategies and UX best practices.
- Partner with project managers on solution design and delivery.
- Manage lifecycle development, change control, and risk mitigation.
- Mentor colleagues on AI configuration and conversational design.
- Produce reusable documentation, templates, and guidelines.
Requirements
- Bachelor’s degree in a technical or business field or equivalent work experience.
- 5+ years of professional experience, including at least 1 year with digital channels or AI applications.
- Skilled in configuring AI and contact center technologies.
- Experience supporting large enterprise environments with complex integrations.
- Proficient with CRM integrations, APIs, and related technologies.
- Knowledge of generative AI models and NLU techniques.
- Familiarity with API testing and documentation tools like Postman.
- Ability to design and document workflows using diagramming tools.
- Experienced in creating detailed use cases and test plans.
- Strong facilitation and communication abilities.
Benefits
- Flexible work model with two days in the office and three days remote.
- Opportunities for internal career growth across multiple roles and locations.
- Collaborative and creative work environment.
Tech Stack
Postman
Categories
AI & MLBackendData ScienceFrontend