Remote Implementation - Professional Services Engineer, CX

Description:

• The Professional Services Engineer is a customer-facing, billable role responsible for delivering specialized expertise and solutions for NICE products and services.
• This role involves 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.
• Responsibilities include configuring, programming, and developing NICE CXone solutions, leading the design and development of AI and bot applications, and optimizing multiple AI bots.
• The role also involves implementing and enhancing AI-driven services such as knowledge assistant engines and conversational intelligence.
• Project management duties include collaborating with project managers to design and oversee end-to-end project rollouts, managing system lifecycle development, and ensuring seamless project execution through inter-departmental coordination.
• Business consulting responsibilities include providing subject matter expertise on NICE CXone digital products and AI solutions, conducting business analysis, and promoting the use of AI tools to enhance decision-making.
• The role requires mentoring and leading project teams, sharing expertise, and developing documentation and processes for emerging digital products.

Requirements:

• A Bachelor’s degree in a technical field (e.g., Computer Science, Information Systems, Electrical Engineering) or business field (e.g., Marketing, MIS) or equivalent work experience is required.
• Candidates should have 5+ years of professional experience, with at least 1+ years in digital channels or AI/Bot software applications preferred.
• Proven expertise in technical configuration and programming of AI and contact center technologies is necessary.
• Experience with CRM integrations, APIs, and other ecosystem technologies is required.
• Familiarity with best practices for contact center operations and KPIs is essential.
• Candidates should be familiar with generative AI models, NLU techniques, and automation principles.
• Knowledge of industry trends and emerging technologies in AI and digital customer engagement is preferred.
• Desired personal traits include an analytical and inquisitive mindset, being team-oriented with strong interpersonal skills, and having a strong sense of accountability and ownership.
• Professional communication, behavior, and demeanor are expected.

Benefits:

• Employees will join an ever-growing, market-disrupting global company that offers a fast-paced, collaborative, and creative environment.
• There are endless internal career opportunities across multiple roles, disciplines, domains, and locations.
• The NICE-FLEX hybrid model allows for maximum flexibility, with 2 days working from the office and 3 days of remote work each week.
• Office days focus on face-to-face meetings, fostering teamwork and collaborative thinking.
• NICE is recognized as a market leader, providing opportunities for continuous learning and growth.