Senior Professional Services Engineer, CX

📋 Description

• • As a Senior Professional Services Engineer, CX at NICE Ltd., you will be a pivotal customer-facing, billable resource, responsible for delivering specialized expertise and cutting-edge solutions for NICE's advanced AI-driven products and services.
• • Your primary focus will be on the implementation, configuration, and optimization of sophisticated AI applications, including chatbots, knowledge assistants, and other digital solutions, tailored for enterprise contact center environments.
• • This role uniquely blends deep technical responsibilities with essential business acumen, requiring you to engage directly with clients to thoroughly understand their unique needs, provide expert consultative support, and ultimately deliver transformative solutions.
• • You will be instrumental in the technical implementation of NICE solutions, which involves configuring, programming, and developing a range of AI and contact center technologies. This includes working with Natural Language Understanding (NLU), Automatic Call Distribution (ACD), Interactive Voice Response (IVR), Automatic Speech Recognition (ASR), and various CRM integrations.
• • You will lead the design and development of multiple AI and bot applications, ensuring that these solutions are not only technically sound but also perfectly aligned with customer requirements and adhere to the highest industry best practices.
• • A key aspect of your role will be the ongoing optimization and maintenance of these AI bots, encompassing both cutting-edge generative AI models and established legacy models, to ensure peak performance and efficiency.
• • You will also be responsible for implementing and enhancing advanced AI-driven services, such as intelligent knowledge assistant engines and sophisticated conversational intelligence platforms, to elevate customer interactions.
• • In terms of project management, you will collaborate closely with project managers to design and meticulously oversee the end-to-end rollout of complex projects, ensuring successful deployment and adoption.
• • You will manage the entire system lifecycle development, including robust change control processes and thorough risk analysis for the enterprise solutions you implement.
• • Ensuring seamless project execution will be paramount, achieved through effective inter-departmental coordination and clear, consistent communication with all stakeholders.
• • As a business consultant, you will provide invaluable subject matter expertise on NICE's digital products and AI solutions during client consultations, acting as a trusted advisor.
• • You will conduct in-depth business analysis to accurately assess user needs, design highly tailored solutions, and offer insightful industry guidance to clients.
• • A significant part of your contribution will involve promoting the strategic use of AI tools to enhance decision-making capabilities and drive operational efficiency across various business units within client organizations.
• • In leadership and mentorship, you will mentor and guide project teams, sharing your extensive expertise and fostering a highly collaborative and innovative work environment.
• • You will play a crucial role in developing comprehensive documentation and refining processes for emerging digital products developed by NICE's R&D teams, ensuring smooth transitions to production.
• • This role demands a proactive and analytical approach, requiring you to dive deep into technical challenges and business requirements to deliver exceptional outcomes.
• • You will be at the forefront of implementing advanced customer experience technologies, directly impacting how businesses interact with their customers through intelligent automation.
• • Your ability to translate complex technical concepts into clear business value will be essential for client success and satisfaction.
• • You will contribute to the continuous improvement of NICE's service delivery methodologies and product offerings based on real-world implementation experience.
• • The role offers a unique opportunity to work with a diverse range of enterprise clients, tackling varied and challenging projects in the rapidly evolving field of AI and customer engagement.
• • You will be a key player in driving digital transformation for clients, leveraging NICE's powerful technology suite to achieve their strategic business objectives.