Specialist Professional Services Engineer - Pune - confidential

    confidential
    confidential Pune

    5 days ago

    Full time
    Description

    How will you make an impact

    • Technical Implementation:
    • Configure, program, and develop 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.
    • Project Management:
    • 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.
    • Business Consulting:
    • 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.
    • Leadership and Mentorship:
    • Mentor and lead project teams, sharing expertise and fostering a collaborative environment.
    • Develop documentation and processes for emerging digital products from R&D teams.

    Have you got what it takes

    • 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.
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