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CXone Technical Specialist

1 week ago

Manila, National Capital Region, Philippines NICE Full time

NICE, a leader in AI and customer experience innovation, seeks a CXone Technical Specialist to deliver exceptional customer experiences.

About the Role

This specialist will be responsible for implementing, configuring, and optimizing NICE CXone solutions, including AI-driven applications.

Main Responsibilities:

  • Technical Implementation:
  • Configure, program, and develop 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.
  • Project Management and Collaboration:
  • 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.
  • Subject Matter Expertise:
  • 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.
  • Leadership and Mentorship:
  • Mentor and lead project teams, sharing expertise and fostering a collaborative environment.
  • Develop documentation and processes for emerging digital products from R&D teams.