Education Professional, CX

Education Professional

Proactive AI Agents has recently become a part of the NICE CXOne suite and is a market leader in proactive conversational AI.

Proactive AI Agents is a cloud-hosted conversation platform. Pro-active and omni-channel, Proactive AI Agents leverages artificial intelligence, natural-language processing, and machine-learning so that global brands can transform their customer journeys. Proactive AI Agents disrupts the traditional call-centres, at just a fraction of the cost to deploy and run, but with three times the customer engagement rate of its manual call-centre predecessors. Our platform means that as well as lower cost, Proactive AI Agents can drive corporate KPIs harder and faster and improve the customer experience.

More about the role:

This position will be a part of Proactive AI Agents' growing professional services team in Manila. Working closely with the Education and Enablement team, Product and Practice Experts, Implementation, and other groups to design, develop, and execute varieties of effective and engaging trainings and training courses for employees, partners, and customers of Proactive AI Agents and NiCE. This position also involves creating proactive and responsive training solutions to meet support and service needs while seizing opportunities for continuous improvement in the individual, team, and organizational performance.

Key Responsibilities:

• Develop in-depth knowledge of Proactive AI Agents platforms and the client services.
• Consults with internal customers to understand needs and determine requirements of proposed training/curriculum projects.
• Prioritize and manage curriculum development requests, and proactively assist content contributors in achieving deadlines.
• Develop testing and evaluation procedures.
• Develop and oversee content creation and management processes for supplemental content contributors; this includes screen recording techniques, audio recording techniques, test/quiz creation, and basic Learning Management System administration.
• Develop, organize, and execute trainings, training manuals, multimedia visual aids, and other educational materials.
• Actively seek ways to improve solution training content.
• Communicate in an effective and professional way with internal and external customers.
• And many more.

Knowledge/Experience:

*Basic Qualifications:*

• 3+ years experience in creating blended training solutions.
• 3+ years experience in teaching, training, educating, and onboarding employees, clients, partners, and many more.
• Clear and concise written and spoken communication skills
• Strong presentation skills, excellent ability to present written information in a structured, balanced form tailored to the audience
• Strong interpersonal skills and the ability to adapt to a complex and changing environment
• Training and eLearning development using various content tools (example: Adobe Flash and Captivate, Camtasia, other tools.)
• Experience in Instructional Design and working experience with SCORM-compliant files
• Familiarity with Learning Management systems.
• Information research skills, analytical and creative problem-solving skills.
• The ability to use a variety of learning/training concepts and principles is required along with knowledge of adult learning.
• Must be able to learn, understand, and apply new technologies.
• The ability to effectively prioritize and execute tasks in a high-pressure environment is crucial.

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.