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NICE Senior Specialist Business Consultant Application
India, Maharashtra, Pune
256386903

20.04.2025

How will you make an impact?

IVA Implementation & Optimization: Implement, monitor, and maintain the health and functionality of our Intelligent Virtual Assistants.
NLU Model Optimization: Continuously assess and optimize NLU models for improved understanding, accuracy, and efficiency in processing and responding to user queries.
Data Analysis: Analyze IVA containment performance data, user interactions, and feedback to identify areas for improvement and develop data-driven optimization strategies.
Leverage Interaction Analytics for insights into continuous improvement opportunities for the IVA
Testing and Quality Assurance: Conduct thorough testing and quality assurance to identify and rectify any system bugs, inconsistencies, or performance bottlenecks.
Collaboration: Collaborate closely with cross-functional teams, including developers, consultants, data scientists, and product managers, to implement optimization strategies and updates.
Design, develop, deploy, and maintain a suite of ‘automated’ / ‘repeatable’ BI solutions consisting of numerous dashboards, scorecards and other reports and visualizations.
Able to communicate complex analysis and insights to various stakeholders inside and outside of analytical teams.
Handle tough data challenges & technical problems as they arise.
Develop presentations and present recommendations to Business Consultants and NICE Customers including functional operating teams.
Create continuous improvement programs to achieve financial goals via NICE solutions.

Have you got what it takes ?

Total 12 years and relevant 4+ years experience in Contact Center Industry, strong knowledge of contact center KPIs
Proven experience in implementing, maintaining and optimizing Intelligent Virtual Assistants (IVAs) and NLU models, preferably in a professional capacity.
Deep Experience analyzing and deriving insights from interaction analytics data.
Strong proficiency in programming languages, particularly Python.
Experience with Groovy, JavaScript, Regex, CSS, JSON preferred.
Exceptional understanding of NLU concepts, Natural Language Processing (NLP), and IVA development.
Strong Familiarity with IVA development platforms, conversational design, and NLU tools.
Proven record of working with Business Consulting teams, direct Consulting experience a plus
Strong technical background and experience in large complex enterprise systems
Advanced Excel, SQL experience
Advanced skills developing reports and dashboards using tools such as Python, Power BI, or Tableau
Ability to work successfully with clients and business partners directly.
Proven record in training, guiding resources through complex software solutions
Excellent problem-solving ability in high pressure situations
Domain experience with contact center IVR & Routing; Workforce Management; Performance Management; Back Office Management; Process Automation (Robotics); or Quality Management solutions a plus
Bachelor's degree in Computer Science, Artificial Intelligence, Machine Learning, or related analytical field of study (advanced degree preferred)- or related experience.