Senior Specialist Business Consultant (Application Consultant)

How will you make an impact

• IVA Implementation & Optimization: Implement, monitor, and maintain the health and functionality of our Intelligent Virtual Assistants.
• NLU Model Optimization: Continuously assess and optimize NLU models for improved understanding, accuracy, and efficiency in processing and responding to user queries.
• Data Analysis: Analyze IVA containment performance data, user interactions, and feedback to identify areas for improvement and develop data-driven optimization strategies.
• Leverage Interaction Analytics for insights into continuous improvement opportunities for the IVA
• Testing and Quality Assurance: Conduct thorough testing and quality assurance to identify and rectify any system bugs, inconsistencies, or performance bottlenecks.
• Collaboration: Collaborate closely with cross-functional teams, including developers, consultants, data scientists, and product managers, to implement optimization strategies and updates.
• Design, develop, deploy, and maintain a suite of automated / repeatable BI solutions consisting of numerous dashboards, scorecards and other reports and visualizations.
• Able to communicate complex analysis and insights to various stakeholders inside and outside of analytical teams.
• Handle tough data challenges & technical problems as they arise.
• Develop presentations and present recommendations to Business Consultants and NICE Customers including functional operating teams.
• Create continuous improvement programs to achieve financial goals via NICE solutions.

Have you got what it takes

• Total 12 years and relevant 4+ years experience in Contact Center Industry, strong knowledge of contact center KPIs
• Proven experience in implementing, maintaining and optimizing Intelligent Virtual Assistants (IVAs) and NLU models, preferably in a professional capacity.
• Deep Experience analyzing and deriving insights from interaction analytics data.
• Strong proficiency in programming languages, particularly Python.
• Experience with Groovy, JavaScript, Regex, CSS, JSON preferred.
• Exceptional understanding of NLU concepts, Natural Language Processing (NLP), and IVA development.
• Strong Familiarity with IVA development platforms, conversational design, and NLU tools.
• Proven record of working with Business Consulting teams, direct Consulting experience a plus
• Strong technical background and experience in large complex enterprise systems
• Advanced Excel, SQL experience
• Advanced skills developing reports and dashboards using tools such as Python, Power BI, or Tableau
• Ability to work successfully with clients and business partners directly.
• Proven record in training, guiding resources through complex software solutions
• Excellent problem-solving ability in high pressure situations
• Domain experience with contact center IVR & Routing; Workforce Management; Performance Management; Back Office Management; Process Automation (Robotics); or Quality Management solutions a plus
• Bachelors degree in Computer Science, Artificial Intelligence, Machine Learning, or related analytical field of study (advanced degree preferred)- or related experience.