Remote Implementation - Professional Services Engineer, CX

Description:

• The Associate Professional Services Engineer is a customer-facing, billable role responsible for delivering specialized expertise and solutions for NICE products and services.
• This position involves implementing, configuring, and optimizing AI-driven applications, such as chatbots, knowledge assistants, and other digital solutions for enterprise contact centers.
• The role combines technical and business responsibilities, requiring engagement with clients to understand their needs, provide consultative support, and deliver cutting-edge solutions.
• Key responsibilities include configuring, programming, and developing NICE solutions, leading the design and development of AI and bot applications, optimizing and maintaining AI bots, and implementing AI-driven services.
• The engineer will collaborate with project managers to design and oversee end-to-end project rollouts, manage system lifecycle development, and ensure seamless project execution through inter-departmental coordination.
• The role also involves providing subject matter expertise during client consultations, conducting business analysis, and promoting the use of AI tools to enhance decision-making.
• The engineer will mentor and lead project teams, develop documentation, and foster a collaborative environment.

Requirements:

• A Bachelor’s degree in a technical field (e.g., Computer Science, Information Systems, Electrical Engineering) or a business field (e.g., Marketing, MIS) or equivalent work experience is required.
• Candidates should have 3+ 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 essential.
• Experience with CRM integrations, APIs, and other ecosystem technologies is required.
• Familiarity with best practices for contact center operations and KPIs is necessary.
• 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 important.
• Desired personal traits include an analytical and inquisitive mindset, strong interpersonal skills, and a sense of accountability.
• Professional communication, behavior, and demeanor are expected.

Benefits:

• Employees will join a market-disrupting global company where teams of top talent work in a fast-paced, collaborative, and creative environment.
• NICE offers endless internal career opportunities across multiple roles, disciplines, domains, and locations.
• The company promotes a flexible work model, allowing employees to experience a hybrid model with two days in the office and three days of remote work per week.
• This model fosters collaboration and innovation while maintaining work-life balance.