Senior Specialist Business Consultant

Summary

Join NICE, a global leader in AI, cloud, and digital solutions, as a Senior Specialist Business Consultant focused on Intelligent Virtual Assistants (IVAs), Natural Language Understanding (NLU), and Interaction Analytics. This role involves implementing, optimizing, and maintaining IVAs and NLU models for optimal performance. You will leverage data analysis and interaction analytics to identify improvement areas and develop optimization strategies. Collaboration with cross-functional teams is crucial, as is the ability to communicate complex analyses and insights to various stakeholders. The ideal candidate possesses a strong mix of data processing, analytics, and business acumen, with proven experience in contact center technologies. This position offers a hybrid work model (2 days in office, 3 days remote).

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
• 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

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

Benefits

• 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