Senior Specialist Business Consultant

Summary

Join NICE, a global leader in AI, cloud, and digital solutions, as an IVA and NLU Model Implementation & Optimization Specialist. This role focuses on delivering excellence and driving increased adoption of NICE's AI solutions, particularly Intelligent Virtual Assistants (IVAs), Natural Language Understanding (NLU), and Interaction Analytics technologies. You will be responsible for ensuring the optimal performance and continuous enhancement of customer IVAs and NLU models, leveraging your expertise in data analysis, interaction analytics, and programming languages like Python. This position offers a hybrid work model with 2 days in the office and 3 days remote, allowing for flexibility and collaboration. NICE provides a dynamic and supportive environment with opportunities for professional growth and development.

Requirements

• Total 12 years and relevant 4+ 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, preferably in a professional capacity
• Deep Experience analyzing and deriving insights from interaction analytics data
• Strong proficiency in programming languages, particularly Python
• Exceptional understanding of NLU concepts, Natural Language Processing (NLP), and IVA development
• Strong Familiarity with IVA development platforms, conversational design, and NLU tools
• Proven record of working with Business Consulting teams, direct Consulting experience a plus
• Strong technical background and experience in large complex enterprise systems
• 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
• Proven record in training, guiding resources through complex software solutions
• Excellent problem-solving ability in high pressure situations
• Bachelor's degree in Computer Science, Artificial Intelligence, Machine Learning, or related analytical field of study (advanced degree preferred)- or related experience

Responsibilities

• IVA Implementation & Optimization: Implement, monitor, and maintain the health and functionality of our 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 for insights into 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, including developers, consultants, data scientists, and product managers, to implement optimization strategies and updates
• Design, develop, deploy, and maintain a suite of ‘automated’ / ‘repeatable’ BI solutions consisting of numerous dashboards, scorecards and other reports and visualizations
• Able to communicate complex analysis and insights to various stakeholders inside and outside of analytical teams
• Handle tough data challenges & technical problems as they arise
• Develop presentations and present recommendations to Business Consultants and NICE Customers including functional operating teams
• Create continuous improvement programs to achieve financial goals via NICE solutions

Preferred Qualifications

• Domain experience with contact center IVR & Routing; Workforce Management; Performance Management; Back Office Management; Process Automation (Robotics); or Quality Management solutions a plus
• Experience with Groovy, JavaScript, Regex, CSS, JSON preferred

Benefits

• Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment!
• As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations
• If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr!
• Enjoy NICE-FLEX!
• At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week
• Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere