Senior Professional Services Engineer (Chatbot)

📋 Description

• • As a Senior Professional Services Engineer at NICE Ltd., you will be at the forefront of delivering cutting-edge AI-driven solutions to our enterprise clients, playing a critical customer-facing and billable role within our Professional Services team.
• • Your primary focus will be on the implementation, configuration, and optimization of NICE CXone solutions, with a strong emphasis on AI-powered applications such as chatbots, knowledge assistants, and other advanced NICE technologies designed for modern contact centers.
• • This position is integral to our NICE Managed Services offering, requiring a blend of deep technical expertise and astute business acumen to translate client needs into effective, high-impact solutions.
• • You will engage directly with clients to understand their unique challenges, provide expert consultative support, and architect and deliver sophisticated, AI-enhanced solutions that drive significant business value.
• • Technical Implementation Excellence:
• • You will be responsible for the technical configuration, programming, development, and modification of NICE CXone solutions. This includes a comprehensive understanding and application of AI, Natural Language Understanding (NLU), Automatic Call Distribution (ACD), Interactive Voice Response (IVR), Automatic Speech Recognition (ASR), and Customer Relationship Management (CRM) integrations.
• • You will take the lead in designing and developing multiple AI and bot applications, ensuring that each solution is meticulously aligned with specific customer requirements and adheres to the highest industry best practices for performance, scalability, and user experience.
• • A key aspect of your role will involve the ongoing optimization and maintenance of a diverse portfolio of AI bots, encompassing both cutting-edge generative AI models and established legacy models, ensuring their continued effectiveness and efficiency.
• • You will collaborate closely with customers to curate and enhance their knowledge management systems, ensuring that the AI solutions have access to accurate, up-to-date, and relevant information.
• • You will implement and continuously enhance AI-driven services, including sophisticated knowledge assistant engines and advanced conversational intelligence platforms, to empower both agents and customers.
• • Project Management and Execution:
• • You will work in close partnership with Project Managers to design, plan, and oversee the end-to-end rollout of complex projects, ensuring successful and timely delivery.
• • You will manage the entire system lifecycle development for deployed solutions, meticulously overseeing change control processes and conducting thorough risk analyses to mitigate potential issues for enterprise-level deployments.
• • Your role will be crucial in ensuring seamless project execution by fostering effective inter-departmental coordination and maintaining clear, consistent communication channels with all stakeholders.
• • Business Consulting and Advisory:
• • You will serve as a subject matter expert, providing deep insights into NICE CXone digital products and AI solutions during client consultations, guiding them towards the most effective use of our technology.
• • You will conduct comprehensive business analysis to accurately assess user needs, design bespoke solutions that precisely meet those needs, and offer valuable industry guidance to clients.
• • You will actively promote and advocate for the strategic use of AI tools and platforms to enhance decision-making capabilities and drive operational efficiency across various business units within client organizations.
• • Leadership and Knowledge Transfer:
• • You will be responsible for updating and maintaining comprehensive documentation and refining processes for newly implemented digital products and AI solutions, particularly after their handover from the initial implementation teams, ensuring ongoing supportability and knowledge retention.
• • This role offers a unique opportunity to shape how leading enterprises leverage AI to transform their customer engagement strategies, making a tangible impact on their operational success and customer satisfaction.