Specialist Business Consultant (AI)

Role Overview: You are applying for a Senior Specialist Business Consultant position at NiCE within the AI Center of Excellence Organization. Your role will focus on delivering excellence and increasing adoption and bottom-line ROI from the portfolio of AI solutions, specifically Intelligent Virtual Assistants (IVAs), Natural Language Understanding (NLU), and Interaction Analytics technologies. As an IVA and NLU Model Implementation & Optimization Specialist, you will be responsible for ensuring optimal performance and continuous enhancement of customers" IVAs and NLU models. Key Responsibilities: - Implement, monitor, and maintain the health and functionality of Intelligent Virtual Assistants (IVAs). - Continuously assess and optimize NLU models for improved understanding, accuracy, and efficiency in processing user queries. - 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. - Conduct thorough testing and quality assurance to identify and rectify system bugs, inconsistencies, or performance bottlenecks. - Collaborate closely with cross-functional teams to implement optimization strategies and updates. - Design, develop, deploy, and maintain a suite of automated BI solutions consisting of dashboards, scorecards, reports, and visualizations. - Communicate complex analysis and insights to various stakeholders. - Handle tough data challenges & technical problems as they arise. - Develop presentations and present recommendations to Business Consultants and NiCE Customers. - Create continuous improvement programs to achieve financial goals via NiCE solutions. Qualifications Required: - Total 8+ years of experience in the Contact Center Industry, with relevant 3+ years of experience and strong knowledge of contact center KPIs. - Proven experience in implementing, maintaining, and optimizing IVAs and NLU models. - Deep experience analyzing and deriving insights from interaction analytics data. - Proficiency in programming languages, particularly Python. - Experience with Groovy, JavaScript, Regex, CSS, JSON preferred. - Understanding of NLU concepts, NLP, and IVA development. - Familiarity with IVA development platforms, conversational design, and NLU tools. - Experience working with Business Consulting teams, direct Consulting experience a plus. - Technical background and experience in large complex enterprise systems. - Advanced Excel, SQL experience. - Skills in developing reports and dashboards using tools like Python, Power BI, or Tableau. - Ability to work successfully with clients and business partners directly. - Problem-solving ability in high pressure situations. - Domain experience in contact center IVR & Routing, Workforce Management, Performance Management, Back Office Management, Process Automation (Robotics), or Quality Management solutions a plus. - Bachelor's degree in Computer Science, Artificial Intelligence, Machine Learning, or related field (advanced degree preferred) or related experience. Company Details: NiCE Ltd. (NASDAQ: NICE) is a global company known for its software products used by over 25,000 businesses worldwide. NiCE excels in AI, cloud, and digital domains, managing over 120 million customer interactions and monitoring 3+ billion financial transactions daily. With a workforce of over 8,500 employees across 30+ countries, NiCE is recognized as an innovation powerhouse and market leader in its domains.,