Senior Professional Services Engineer, CX

Senior Professional Services Engineer, CX NiCE Manila, National Capital Region, Philippines – 3 days ago 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. If you’re like us, we can offer you the ultimate career opportunity that will light a fire within you. MPower Proactive AI Agents has recently become a part of the NICE CXOne suite and is a market leader in proactive conversational AI. MPower Proactive AI Agents is a cloud‑hosted conversation platform. Proactive and omni‑channel, it leverages artificial intelligence, natural language understanding and machine learning so that global brands can transform their customer journeys. It disrupts the traditional call‑centres with a fraction of the cost to deploy and run, but with three times the customer engagement rate of its manual call‑centre predecessors. That means being lower cost while driving corporate KPIs harder and faster and improving the customer experience. Key Responsibilities Become a subject‑matter expert in the MPower Proactive AI Agents solution, such as data model, reporting structure and AI‑driven functionalities. Design, develop, and maintain reports, dashboards, and analytics tools that provide business‑critical insights to internal stakeholders and external customers. Train team members, partners, and clients on the available data structures and reporting tools. Conduct research and perform data analysis to identify root causes of issues, assess impact, and uncover anomalies or inconsistencies within the data. Collaborate with global cross‑functional teams to analyze customer journeys, identify trends and produce insightful reports and dashboards. Learn and continuously adapt to modern technologies, such as AI‑enabled data management and automation tools. Participate in and lead the definition and implementation of optimization strategies, leveraging deep insights from data. Support data governance efforts by documenting processes, maintaining a knowledge base, and contributing to data security best practices. Understand, propose, and improve processes. Write efficient and optimised SQL and scripts to extract, transform, analyse, and present data in meaningful formats. Contribute to building and evolving data standards, best practices and scalable solutions for reporting and analytics. Take initiative in proposing and experimenting with new tools, architectures, and methodologies for data storage, processing, and visualization. Provide on‑call support to global customers. And other responsibilities. Basic Qualifications 6+ years experience in a consulting / data engineering / professional services role. 3+ years experience in senior/leadership roles. Ability to influence stakeholders and customers on project management and related topics. Experience working with databases (relational and non‑relational) at scale (e.g., MySQL, Redshift, PostgreSQL, MongoDB, Redis, Cassandra). Experience working with data warehouses and data lakes, including the associated ETL, reporting and data visualization tools (e.g., Looker, Power BI, Tableau). Experience writing complex queries (SQL/NoSQL). Expertise, knowledge and understanding of architectures needed to build business‑centric reports from multiple data sources. Expert understanding of Professional Services Project Management Policies and Processes. Develop processes and process improvements to ensure high‑quality and cost‑effectiveness. Excel at identifying areas of concern based on documentation, product knowledge, stakeholder/customer needs and other factors. Analytical mindset with excellent problem‑solving and troubleshooting skills. Willingness and enthusiasm to learn complex AI‑driven platforms and tools. Ability to successfully work in a team‑oriented, highly collaborative environment. Ability to clearly communicate and present to stakeholders (internal and external). Amenable to work shifting schedules. Nice to Have Familiarity with AI/ML‑driven data solutions, or interest in learning. Experience working in cloud environments (e.g., Azure, AWS, or GCP). Exposure to Python, R or other scripting languages for data analysis. Understanding of data privacy, security and governance frameworks. About NiCE 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 recognised 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, colour, 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. #J-18808-Ljbffr