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 R&D teams.
Have you got what it takes
- Bachelor's degree in technical (e.g., Computer Science, Information Systems, Electrical Engineering) or business field (e.g., 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.
