Specialist Professional Services Engineer (AI, BOT)
- inContact
- 8 - 13 years
- Pune
- 1 month ago
- Email to a friend
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Job Description
In Nice as a Senior Specialist Professional Services Engineer is a customer-facing, billable role responsible for delivering specialized expertise and solutions for NICE products and services. This includes implementing, configuring, and optimizing AI-driven applications, such as chatbots, knowledge assistants, and other CXone digital solutions, for enterprise contact centers. The position combines technical and business responsibilities, requiring engagement with clients to understand their needs, provide consultative support, and deliver cutting-edge solutions.
How will you make an impact
- Technical Implementation:
- Configure, program, and develop NICE CXone solutions, including AI, NLU, ACD, IVR, ASR, and CRM integrations.
- Lead the design and development of multiple AI and bot applications, ensuring alignment with customer requirements and industry best practices.
- Optimize and maintain multiple AI bots, including both generative and legacy models.
- Implement and enhance AI-driven services such as knowledge assistant engines and conversational intelligence.
- Project Management:
- Collaborate with project managers to design and oversee end-to-end project rollouts.
- Manage system lifecycle development, change control processes, and risk analysis for enterprise solutions.
- Ensure seamless project execution through inter-departmental coordination and clear communication.
- Business Consulting:
- Provide subject matter expertise on NICE CXone digital products and AI solutions during client consultations.
- Conduct business analysis to assess user needs, design tailored solutions and provide industry guidance.
- Promote the use of AI tools to enhance decision-making and operational efficiency across business units.
- Leadership and Mentorship:
- Mentor and lead project teams, sharing expertise and fostering a collaborative environment.
- Develop documentation and processes for emerging digital products from RD teams.
Have you got what it takes
- bachelors degree in technical (eg, Computer Science, Information Systems, Electrical Engineering) or business field (eg, Marketing, MIS) or equivalent work experience.
- 8+ years of professional experience, with 2+ years in digital channels or AI/Bot software applications preferred.
- Technical configuration and programming of AI and contact center technologies.
- CRM integrations, APIs, and other ecosystem technologies.
- Best practices for contact center operations and KPIs.
- Familiarity with Generative AI models, NLU techniques, and automation principles.
- Industry trends and emerging technologies in AI and digital customer engagement.
- Analytical and inquisitive mindset.
- Team-oriented with strong interpersonal skills.
- Early adopter of innovative technologies.
- Strong sense of accountability and ownership.
- Professional communication, behavior and demeanor.
Job Classification
Industry: Software ProductFunctional Area / Department: Data Science & AnalyticsRole Category: Data Science & Machine LearningRole: Machine Learning EngineerEmployement Type: Full timeContact Details:
Company: inContactLocation(s): Pune+ View Contact
Keyskills: Automation IVR Business analysis Project management MIS Analytical Flex Operations CRM
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