Specialist Business Consultant AI

As a Senior Specialist Business Consultant at NiCE, you will be a part of the AI Center of Excellence Organization, dedicated to delivering excellence and driving increased adoption and bottom-line ROI from the portfolio of AI solutions. Specifically, your focus will be on Intelligent Virtual Assistants (IVAs), Natural Language Understanding (NLU), and Interaction Analytics technologies. Your responsibilities will include: - Implementing, monitoring, and maintaining the health and functionality of Intelligent Virtual Assistants (IVAs). - Continuously assessing and optimizing NLU models for improved understanding, accuracy, and efficiency in processing and responding to user queries. - Analyzing IVA containment performance data, user interactions, and feedback to identify areas for improvement and develop data-driven optimization strategies. - Leveraging Interaction Analytics for insights into continuous improvement opportunities for the IVA. - Collaborating closely with cross-functional teams to implement optimization strategies and updates. - Designing, developing, deploying, and maintaining a suite of automated BI solutions consisting of numerous dashboards, scorecards, and other reports and visualizations. - Communicating complex analysis and insights to various stakeholders inside and outside of analytical teams. - Handling tough data challenges and technical problems as they arise. - Developing presentations and presenting recommendations to Business Consultants and NiCE Customers. - Creating continuous improvement programs to achieve financial goals via NiCE solutions. To excel in this role, you should possess: - Total 8+ years and relevant 3+ years of experience in the Contact Center Industry with a strong knowledge of contact center KPIs. - Proven experience in implementing, maintaining, and optimizing Intelligent Virtual Assistants (IVAs) and NLU models. - 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. - 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. - Domain experience with contact center IVR & Routing, Workforce Management, Performance Management, Back Office Management, Process Automation (Robotics), or Quality Management solutions. Join NiCE, a market-disrupting global company where you can learn, grow, and explore endless internal career opportunities. Embrace the NiCE-FLEX hybrid model for maximum flexibility in your work schedule. If you are passionate, innovative, and ready to raise the bar, NiCE might be the perfect place for you!,