AI Data Engineer

📋 Description

• • As an AI Data Engineer at NiCE Ltd., you will play a pivotal role in supporting the successful implementation and demonstration of the NiCE Interaction Analytics (NIA) product suite. Your primary focus will be on enabling Proofs of Concepts (POCs) that showcase the immense value of NIA to potential clients, directly contributing to the company's sales efforts.
• • You will be the technical bridge between raw customer experience (CX) data and the sophisticated analytical capabilities of the NIA platform. This involves collaborating closely with the NiCE sales team to acquire diverse, unstructured CX interaction data from customers, including audio, chat logs, emails, and social media content.
• • A core responsibility is transforming this raw data into a structured, usable format that the NIA product suite can effectively process. This requires a deep understanding of data development principles and how the quality and format of input data directly impact downstream analysis and the realization of business value from unstructured interactions.
• • You will act as a subject matter expert in interaction analytics data, possessing the technical fluency to design and implement scalable data structures that reveal actionable operational insights and measurable outcomes for clients.
• • This role demands a proactive and collaborative approach, partnering closely with the Customer Engagement Analytics (CEA) Research, Product, and Services teams. You will blend your data expertise with cutting-edge technology advancements and a keen understanding of client needs to achieve team objectives.
• • You will be instrumental in developing the underlying data structures that power automated analysis of large volumes of CX interactions across all channels. This includes meticulous manipulation of CX interaction metadata into approved formats, ensuring seamless integration of CX interactions into the NiCE Interaction Analytics platform, and processing CX transcripts.
• • You will leverage evolving tools and methodologies provided by the Research team to enhance data structure development and data integration processes, providing crucial feedback to the Research and Product teams for continuous improvement of tooling and CEA product integration.
• • A key aspect of the role involves understanding and responding to client requirements, assessing the feasibility of new requests, and determining how to best meet them within the existing framework or by proposing innovative solutions.
• • Depending on project needs and your growing expertise, you may have opportunities to engage directly with clients as a Subject Matter Expert. In this capacity, you will articulate data solutions, manage expectations, and guide clients on best practices for leveraging interaction analytics data.
• • You will also be responsible for educating internal teams, including Consulting and Customer Success, on data solutions, definitions, and best practices, ensuring consistent and effective use of the NIA product suite across the organization.
• • Your input will be valuable in shaping the development and utilization of data models, assisting both Product and Field teams in optimizing the use of developed data assets for maximum impact.
• • As part of the dynamic Enlighten AI team, which is dedicated to Data Innovation, you may be called upon to support other projects, solutions, and deployments utilizing various Enlighten AI offerings, providing a broad exposure to AI-driven solutions.
• • You will also manage the utilization and maintenance of the CX Proof of Concept (POC) Virtual Machine (VM) servers, ensuring the smooth operation of the POC environment.
• • This role requires a candidate who is intellectually curious, possesses strong communication, organizational, and analytical skills, and demonstrates a high degree of technical proficiency. As a self-starter, you should be comfortable learning and validating evolving toolsets while maintaining a clear focus on the ultimate goals for data solutions and client success.
• • As you gain system and data expertise, opportunities for increased client interaction, feedback capture, and involvement in build plans will naturally expand, offering significant career growth potential within NiCE.