AI Data Engineer

As a NiCE AI Data Engineer you are responsible for supporting the use of the NiCE Interaction Analytics (NIA) product suite to prove out business use cases as part of Proofs of Concepts (POCs).  The POC is used to support the NiCE sales efforts to demonstrate the value of the NIA product suite.  In this capacity, you will work with the NiCE sales team to obtain unstructured Customer Experience (CX) interactions (audio, chats, emails, social media, etc.) from customers and transform the interactions into a format that can be processed by the NIA product suite.  You will act as an Interaction Analytics data expert who understands key data development and the impact of downstream cases and value to be derived from having data generated from unstructured interactions.  You will partner closely with the Customer Engagement Analytics (CEA) Research, Product and Services teams blending your data expertise with best-in-class technology advancements and client insights to accomplish the team’s objectives.  

AI Data Engineers are experts in the value derived from unstructured CX interactions. It is that expertise, along with technical fluency, that allow the Business Consulting team to build scalable, out of the box data structures that reveal operational and measurable outcomes. The responsibilities for this role includes the development of the underlying data structures, along with the ability to understand new and evolving client requests for improvement and the ability to incorporate those needs into a successful build and execution plan for each POC.

The ideal candidate is intellectually inquisitive, with strong communication, organization, analytical and technical capabilities.  As a self-starter, they are not afraid to roll up their sleeves to learn and validate evolving toolsets while maintaining focus on what success looks like with our ultimate goals for data solutions.  As they gain and maintain system and data expertise, the roll will continue to open up for direct client interactions, feedback capture and build plans.

• Serve as the focal point for managing the delivery of CX interactions and corresponding metadata utilizing various data delivery methods.
• Serve as the focal point for the development of pre-defined data structures for automated analysis of large sets of CX interactions across all channels (audio, chat, email, social, etc.).  This includes:
  • Manipulation of CX interaction metadate into approved formats
  • Manipulation of CX interactions into the NiCE Interaction Analytics platform
  • Manipulation of CX transcripts
• Utilize evolving tools from Research that support the development of the data structures.
• Provide feedback to the Research and Product teams on how we continue to evolve tooling and data integration with CEA products.
• Work with client requirements to understand new requests and how we can or cannot meet them.
• Some team members may work directly with clients as a Subject Matter Expert to discuss data solutions, expectations and best practices.
• Educate field teams (Consulting and Customer Success) on data solutions, definitions, best practices, etc.
• Provide input on the use of developed data models for both Product and Field teams to optimize the use of developed data assets.
• As the Enlighten AI team is focused on Data Innovation, team members may be asked to support other projects, solutions and/or deployments using other Enlighten AI solutions.
• Manage the utilization of the CX Proof of Concept (POC) VM servers.

• 3+ years of software engineering experience and/or significant experience with business intelligence, analytics, and data visualization as a services provider
• Experience using Windows Server
• Experience with basic scripting in PowerShell, Command Line, or Python
• Knowledge of SQL preferred, such as using Data Manipulation Language and Data Definition Language
• Familiarity with Linux
• Familiarity with ssh and basic bash skills
• Experience with Docker, accessing AWS S3 buckets, and SFTP
• Experience with use of technology to build and analyze datasets for operational outcomes
• Excellent oral and written communication skills in English
• Ability to multi-task and meet deadlines when supporting requests that create competing priorities
• Ability to develop and maintain good working relationships with cross-functional teams
• Ability to communicate comfortably across all levels of corporate structure
• Demonstrated ability to take the initiative and work in a self-directed manner
• Ability to thrive in a changing environment

Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NiCE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NiCEr!

Requisition ID: 10299
Reporting into: Vice President of Solution Sales
Role Type: Individual Contributor