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Customer Experience Professional Services Engineer

NICE Ltd.Philippines - Manila
On-site Full-time

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Experience Level

Experience

Qualifications

Proven experience in implementing AI-driven applications or similar technical solutions. Strong understanding of customer service technology and digital transformation. Excellent communication skills with the ability to engage and consult with clients effectively. Ability to work collaboratively in a team environment while also leading projects. Experience in project management and ability to oversee end-to-end project execution.

About the job

At NICE, we believe in pushing boundaries and redefining possibilities. Our ambition drives us to be game changers in the industry, and we are committed to excellence in everything we do. If you're a passionate individual looking for a dynamic opportunity to ignite your career, we invite you to join our team.

What does the role entail?
The Customer Experience Professional Services Engineer is a pivotal customer-facing position responsible for delivering expert solutions and support for NICE's innovative products and services. This role involves the implementation and optimization of AI-driven applications, including chatbots and knowledge assistants, tailored for enterprise contact centers. You will engage directly with clients to understand their needs and provide consultative support to deliver state-of-the-art solutions.

Your impact will be significant in the following areas:

  • Technical Implementation:
    • Configure, program, and develop NICE solutions, incorporating AI, NLU, ACD, IVR, ASR, and CRM integrations.
    • Lead the design and development of various AI and bot applications, ensuring they meet client requirements and adhere to industry standards.
    • Optimize and maintain multiple AI bots, including both generative and legacy systems.
    • Implement and enhance AI-driven services, such as knowledge assistant engines and conversational intelligence solutions.
  • Project Management:
    • Collaborate with project managers to design and oversee comprehensive project rollouts.
    • Manage system lifecycle development, including change control processes and risk assessment for enterprise solutions.
    • Facilitate seamless execution of projects through effective inter-departmental coordination and communication.
  • Business Consulting:
    • Offer subject matter expertise on NICE's digital products and AI solutions during client engagements.
    • Conduct thorough business analyses to assess user needs, tailoring solutions and providing industry insights.
    • Champion the integration of AI tools to enhance operational efficiency across various business units.
  • Leadership and Mentorship:
    • Guide and mentor project teams, sharing your expertise while fostering a collaborative atmosphere.
    • Develop comprehensive documentation and processes for new digital products emerging from R&D initiatives.

About NICE Ltd.

NICE Ltd. is a global leader in AI-driven customer engagement solutions, dedicated to transforming the customer experience landscape through innovation and technology. With a commitment to excellence and a passion for pushing boundaries, NICE is the ideal place for ambitious professionals looking to make a significant impact.

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