Specialist Professional Services Engineer (Chatbot)

Role Overview: As a Specialist Application Performance Services Engineer at NiCE, you will be a customer-facing, billable role responsible for delivering specialized expertise and solutions for NiCE products and services. Your main responsibilities will include implementing, configuring, and optimizing AI-driven applications, such as chatbots and knowledge assistants, for enterprise contact centers as part of NiCE Managed Services. This position requires a combination of technical and business skills, involving engagement with clients to understand their needs, provide consultative support, and deliver cutting-edge solutions. Key Responsibilities: - Configure, program, develop, and modify NiCE CXone solutions, including AI, NLU, ACD, IVR, ASR, and CRM integrations. - Lead the design and development of multiple AI and bot applications, ensuring alignment with customer requirements and industry best practices. - Optimize and maintain multiple AI bots, including both generative and legacy models. - Implement and enhance AI-driven services such as knowledge assistant engines and conversational intelligence. - Collaborate with project managers to design and oversee end-to-end project rollouts. - Manage system lifecycle development, change control processes, and risk analysis for enterprise solutions. - Ensure seamless project execution through inter-departmental coordination and clear communication. - Provide subject matter expertise on NiCE CXone digital products and AI solutions during client consultations. - Conduct business analysis to assess user needs, design tailored solutions, and provide industry guidance. - Promote the use of AI tools to enhance decision-making and operational efficiency across business units. - Mentor and lead managed services teams, sharing expertise and fostering a collaborative environment. - Update and maintain documentation and processes for emerging digital products post-handover from implementation teams. Qualifications Required: - Bachelor's degree in technical (e.g., Computer Science, Information Systems, Electrical Engineering) or business field (e.g., Marketing, MIS) or equivalent work experience. - 8+ years of professional experience, with 2+ years in digital channels or AI/Bot software applications preferred. - Technical configuration and programming of AI and contact center technologies. - CRM integrations, APIs, and other ecosystem technologies. - Best practices for contact center operations and KPIs. - Familiarity with Generative AI models, NLU techniques, and automation principles. - Industry trends and emerging technologies in AI and digital customer engagement. - Analytical and inquisitive mindset. - Team-oriented with strong interpersonal skills. - Early adopter of innovative technologies. - Strong sense of accountability and ownership. - Professional communication, behavior, and demeanor. Company Details: NiCE Ltd. (NASDAQ: NICE) is a global company with over 8,500 employees across 30+ countries. NiCE software products are used by 25,000+ global businesses to deliver exceptional customer experiences, combat financial crime, and ensure public safety. NiCE is known for its innovation in AI, cloud, and digital solutions, consistently being recognized as a market leader in its domains.,