NICE - Senior Professional Services Implementation Engineer, AI, CX

• Design intuitive AI applications that prioritize user-centric interactions and seamless experiences. • Define user intents, journeys, and decision paths to map out logical and efficient customer interactions. • Create detailed dialog flows, scripts, and interaction models for virtual assistants, ensuring clarity and tone consistency. • Lead conversational design workshops to uncover user needs and align stakeholders on the vision for the experience. • Develop AI assistant personas and multimodal interaction patterns to humanize the interface. • Advise clients on conversational strategies, providing expert guidance on UX best practices and usability standards. • Project Management & Collaboration: • Partner with project managers on solution design and delivery. • Manage lifecycle development, change control, and risk mitigation. • Deliver enablement for partners and customers. • Leadership & Internal Enablement: • Mentor colleagues on AI configuration and conversational design. • Produce reusable documentation, templates, and guidelines. • Advocate for AI and design tooling. • Bachelor’s degree in a technical or business field (e.g., Computer Science, Information Systems, Engineering) or equivalent work experience. • 5+ years of professional experience, including at least 1 year working with digital channels, AI, or bot-driven applications. • Technical & Functional Expertise • Skilled in configuring AI and contact center technologies, including NLU/NLP-powered solutions. • Experience supporting large enterprise environments, including complex integrations and deployments at scale. • Proficient with CRM integrations, APIs, and related ecosystem technologies. • Knowledge of generative AI models, NLU techniques, automation principles, and emerging trends in digital customer engagement. • Familiarity with API testing and documentation tools such as Postman and Swagger. • Ability to design and document workflows using diagramming tools such as Lucidchart or Microsoft Visio. • Experienced in creating detailed use cases, test plans, and UAT guidance. • Skilled in managing customer escalations while maintaining strong client relationships. • Desired Personal Traits • Analytical, inquisitive, and committed to continuous improvement. • Creative problem-solver able to design solutions for complex challenges. • Customer-centric with strong empathy for end users and business stakeholders. • Team-oriented with exceptional interpersonal and collaboration skills. • Strong facilitation and communication abilities, capable of simplifying complex AI concepts. • Comfortable navigating ambiguity and iterating in fast-paced environments. • Systems thinker with an understanding of how technical components and user experience interconnect. • Early adopter of innovative technologies with a passion for experimentation. • Strong sense of accountability, ownership, and professional presence. • Advocate for the effective use of AI tools to improve decision-making and operational efficiency across the organization. • What’s in It for You? Join an ever-growing, market-disrupting global company where teams of top talent work in a fast-paced, collaborative, and creative environment. NICE offers endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate about innovation and thrive in dynamic settings, this is your chance to make an impact.