Senior Professional Services Engineer (Chatbot)

Overview

Senior Professional Services Engineer responsible for delivering customer-facing, billable implementation and consulting services for NICE CXone AI, chatbot, knowledge assistant, and contact center solutions.

What you'll do

• Configure, program, develop, and modify NICE CXone AI, NLU, ACD, IVR, ASR, and CRM solutions.
• Lead the design and development of multiple AI and bot applications.
• Optimize and maintain generative and legacy AI bots.
• Implement and enhance knowledge assistant and conversational intelligence services.
• Oversee project rollouts, system lifecycle development, change control, and risk analysis.
• Conduct business analysis and provide client guidance on tailored AI solutions.
• Maintain documentation and processes for emerging digital products.

What you'll need

• 4–8 years of professional experience.
• Bachelor’s degree in a technical or business field, or equivalent work experience.
• Technical configuration and programming experience with AI and contact center technologies.
• Experience with CRM integrations, APIs, and ecosystem technologies.
• Familiarity with generative AI models, NLU techniques, and automation principles.
• Knowledge of contact center operations and KPIs.
• Strong analytical, interpersonal, communication, accountability, and ownership skills.

Nice to have

• 2+ years of experience in digital channels or AI/bot software applications.
• Experience with knowledge management curation.

Details

• Location: Pune, India.
• Hybrid schedule: 2 days in the office and 3 days remote each week.
• Individual contributor role reporting to a Tech Manager.