Implementation Engineer

NICE Ltd (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the 100 largest corporations in the world, 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. Innovation efforts in cloud-native open platforms, artificial intelligence and analytics is driving rapid growth of our software products with reported revenues of USD 1.7 billion in FY 2020.  

ContactEngine has recently become a part of the NICE CX suite and is a market leader in proactive conversational AI. ContactEngine is a cloud-hosted conversation platform. Pro-active and omni-channel, ContactEngine leverages artificial intelligence, natural-language processing, and machine-learning so that global brands can transform their customer journeys. ContactEngine disrupts the traditional call-centres, just a fraction of the cost to deploy and run, but with three times the customer engagement rate of its manual call-centre predecessors. This means that as well as being lower cost, ContactEngine can drive corporate KPIs harder and faster, as well as improve the customer experience.

As an Implementation Engineer, you will work on projects that are critical to our client's success. Our implementation engineers are versatile leaders that enthusiastically take on new challenges as we continually push our technology forward.

Working within the implementation team you will be at the heart of all activity. In consultation with the Customer Success team, Product development, and AI innovation teams you will help design and implement the business and technical requirements of ContactEngine deployments for Market Trials and Production releases.

• Become an expert in ContactEngine solution design consultancy and implementation
• Learn Client’s business processes to define and document requirements for automated transactions of proactive customer journeys
• Document End to End Application Integration Specifications
• Configure, perform E2E testing, debug and deploy the SaaS platform based on client requirements
• Define and implement ContactEngine customer journey optimisation strategies by utilising data analytics in conjunction with a deep understanding of the ContactEngine transactional data model
• Write queries in SQL and build reports and dashboards.
• Collect, organise, analyse, and disseminate information with attention to detail and accuracy
• Write and debug code snippets (in JavaScript)
• Design and test APIs
• Assist with training of new implementation specialists
• Provide on-call support to customers

• Graduated with a degree in a Computer Science / Business Analytics / Data Analytics / STEM type degree
• Knowledge of basic programming languages and data structures
• Knowledge of data analysis and SQL
• Curious with a passion for learning
• A keen problem solver
• Ability to successfully work in a team-oriented, highly collaborative environment

If you don't have these but are willing to learn, please apply:

• Technical expertise in data structure extraction and summarization
• Experience with JavaScript, C#, SQL, HTML, CSS, Python
• Experience with integration tools
• Application knowledge of Excel, Tableau (or similar BI tool)