Braze is looking for a Specialist Professional Services Engineer (Chatbot) to deliver specialized expertise and solutions for NICE products and services. In this customer-facing, billable role, you will be responsible for implementing, configuring, and optimizing AI-driven applications, such as chatbots, for enterprise contact centers as part of NICE Managed Services.
What You'll Do
- Configure, program, develop, and modify 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.
- 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.
- 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.
- Mentor and lead managed services teams, sharing expertise and fostering a collaborative environment.
- Update and maintain documentation and processes for emerging digital products post-handover from Implementation teams.
What We're Looking For
- Bachelor’s degree in a technical field (e.g., Computer Science, Information Systems, Electrical Engineering) or business field (e.g., Marketing, MIS) or equivalent work experience.
- 8+ years of professional experience.
- Technical configuration and programming of AI and contact center technologies.
- Experience with CRM integrations, APIs, and other ecosystem technologies.
- Knowledge of best practices for contact center operations and KPIs.
- Analytical and inquisitive mindset.
- Team-oriented with strong interpersonal skills.
- Strong sense of accountability and ownership.
- Professional communication, behavior, and demeanor.
Nice to Have
- 2+ years in digital channels or AI/Bot software applications.
- Familiarity with Generative AI models, NLU techniques, and automation principles.
- Knowledge of industry trends and emerging technologies in AI and digital customer engagement.
- An early adopter of innovative technologies.
Technical Stack
- AI, NLU, ACD, IVR, ASR, CRM integrations, APIs, Generative AI models
Team & Environment
You will be an Individual Contributor reporting to a Tech Manager. Our culture is fast-paced, collaborative, and creative. We set the highest standards and execute beyond them.
Benefits & Compensation
- Join an ever-growing, market-disrupting, global company.
- Endless internal career opportunities across multiple roles, disciplines, domains, and locations.
Work Mode
This is a hybrid position based in Pune, India.
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.
