10 days ago
Pune, IndiaSenior
Responsibilities
- Configure, program, develop, and modify NICE CXone solutions involving AI, NLU, ACD, IVR, ASR, and CRM integrations.
- Lead the design and development of multiple AI and bot applications aligned with customer requirements and industry practices.
- Optimize and maintain generative and legacy AI bots, knowledge assistant engines, and conversational intelligence services.
- Partner with customers on knowledge management curation and provide subject matter expertise during client consultations.
- Collaborate with project managers on end-to-end project rollouts, system lifecycle development, change control, risk analysis, and cross-functional coordination.
- Conduct business analysis, assess user needs, design tailored solutions, and provide guidance on contact center operations and AI adoption.
- Maintain documentation and processes for emerging digital products after implementation handoff.
Requirements
- Bachelor’s degree in a technical or business field, such as Computer Science, Information Systems, Electrical Engineering, Marketing, or MIS, or equivalent work experience.
- 4 –8 years of professional experience, with 2+ years in digital channels or AI/bot software applications preferred.
- Experience configuring and programming AI and contact center technologies.
- Experience with CRM integrations, APIs, and related ecosystem technologies.
- Knowledge of contact center operations, KPIs, generative AI models, NLU techniques, automation principles, and knowledge management curation.
- Understanding of AI and digital customer engagement trends and emerging technologies.
- Strong analytical, inquisitive, interpersonal, communication, accountability, and ownership skills.
Benefits
- NiCE-FLEX hybrid work model with two days in the office and three days working remotely each week.
- Collaborative, fast-paced environment with learning opportunities and internal career paths across roles, disciplines, domains, and locations.
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.