Specialist Business Consultant AI

As a Senior Specialist Business Consultant at NiCE, you will be part of the AI Center of Excellence Organization, focusing on delivery excellence and driving increased adoption and bottom-line ROI from a portfolio of AI solutions, specifically Intelligent Virtual Assistants (IVAs), Natural Language Understanding (NLU), and Interaction Analytics technologies. **Key Responsibilities:** - **IVA Implementation & Optimization:** Implement, monitor, and maintain the health and functionality of 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:** Utilize insights for 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 to implement optimization strategies and updates. - **BI Solutions Development:** Design, develop, deploy, and maintain a suite of automated / repeatable BI solutions consisting of dashboards, scorecards, and other reports. - **Communication:** Able to communicate complex analysis and insights to various stakeholders. - **Problem Solving:** Handle tough data challenges & technical problems as they arise. - **Continuous Improvement:** Create programs to achieve financial goals via NiCE solutions. **Qualifications Required:** - Total 8+ years and relevant 3+ 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. - Proficiency in programming languages, particularly Python, Groovy, JavaScript, Regex, CSS, JSON. - Strong understanding of NLU concepts, Natural Language Processing (NLP), and IVA development. - Familiarity with IVA development platforms, conversational design, and NLU tools. - Advanced Excel, SQL experience. - Experience developing reports and dashboards using tools such as Python, Power BI, or Tableau. - Ability to work successfully with clients and business partners directly. - Problem-solving ability in high-pressure situations. - Domain experience with contact center IVR & Routing, Workforce Management, Performance Management, etc. - Bachelors degree in Computer Science, Artificial Intelligence, Machine Learning, or related field. Join NiCE in a fast-paced, collaborative environment with endless internal career opportunities across multiple roles and locations. Experience NiCE-FLEX hybrid model for maximum flexibility and innovation. NiCE is a global company recognized for its AI, cloud, and digital excellence, leading in AI solutions and customer experiences.,