About the job
At NiCE, we embrace limitless challenges and strive to surpass them. Our ambition drives us to be game changers in our industry, and we play to win with the highest standards of execution. If you share our passion for innovation and excellence, we offer a career opportunity that will ignite your potential.
What does this role entail?
As a Specialist Professional Services Engineer at NiCE, you will engage directly with customers in a billable capacity, providing specialized expertise and innovative solutions for our cutting-edge products and services. Your focus will be on implementing, configuring, and optimizing AI-driven applications, including chatbots and knowledge assistants, tailored for enterprise contact centers as part of our Managed Services. This role uniquely blends technical prowess with business acumen, requiring you to connect with clients to ascertain their needs, offer consultative support, and deliver transformative solutions.
How will you drive impact?
- Technical Implementation:
- Configure, program, and enhance NiCE CXone solutions, integrating AI, NLU, ACD, IVR, ASR, and CRM systems.
- Lead the design and development of AI and bot applications, ensuring they meet customer specifications and adhere to industry best practices.
- Optimize and maintain various AI bots, catering to both generative and legacy models.
- Implement and refine AI-driven services, such as knowledge assistant engines and conversational intelligence.
- Project Management:
- Collaborate with project managers to design and oversee comprehensive project rollouts.
- Manage system lifecycle development, change control processes, and risk analysis for large-scale enterprise solutions.
- Guarantee smooth project execution through effective inter-departmental communication and coordination.
- Business Consulting:
- Offer subject matter expertise on NiCE CXone digital products and AI solutions during client consultations.
- Conduct business analysis to evaluate user needs, craft customized solutions, and provide industry insights.
- Encourage the adoption of AI tools to enhance decision-making and operational efficiency across various business units.
- Leadership and Mentorship:
- Guide and mentor managed services teams, sharing your expertise and fostering a collaborative environment.
- Maintain and update documentation and processes for new digital products post-implementation.

