At NICE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.
So, what’s the role all about?
This is an exciting application consulting position within the NICE – Value Realization Services (VRS) Organization that is focused on supporting our customers’ business case and driving increased adoption and bottom-line ROI value of Digital and Contact Center solutions. Specifically, this role is focused on Intelligent Virtual Assistants (IVAs), Natural Language Understanding (NLU), and Interaction Analytics technologies. We are looking for a highly skilled and proactive IVA and NLU Model Maintenance & Optimization Specialist to join our team.
In this role, you will be responsible for ensuring the optimal performance and continuous enhancement of our customer’s IVAs and NLU models.
How will you make an impact?
- IVA Maintenance: Monitor and maintain the health and functionality of our existing Intelligent Virtual Assistants, promptly addressing any issues or disruptions to service.
- 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.
Have you got what it takes?
- 4+ yrs experience in Contact Center Industry, strong knowledge of contact center KPIs
- Proven experience in maintaining and optimizing Intelligent Virtual Assistants (IVAs) and NLU models, preferably in a professional capacity.
- Deep Experience analyzing and deriving insights from speech analytics data.
- Strong proficiency in programming languages, particularly Python.
- Experience with Groovy, JavaScript, Regex, CSS, JSON preferred.
- 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
You will have an advantage if you also have.
Domain experience with contact center IVR & Routing; Workforce Management; Performance Management; Back Office Management; Process Automation (Robotics); or Quality Management solutions a plus.What’s in it for you?
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.Requisition ID: 5510
Reporting into:
Tech Manager
Role Type:
Individual Contributor
About NICE
NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NICE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions. Known as an innovation powerhouse that excels in AI, cloud and digital, NICE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.
NICE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.
