Business Consultant

3 weeks ago

Pune, India NICE Full time
At NICE, we don’t limit our challenges. We challenge our limits. Constantly. We’re relentless. We’re ambitious. And we make an impact. Our NICErs bring their A game and spend each day turning it into an A+. And if you’re like us, we can offer you the kind of challenge that will light a fire within you.
Job Description-
Value Realization Services (VRS) Application Consultant
This is an exciting application consulting position within the NICE – Value Realization Services (VRS) Organization that is focused on supporting our customers’ business case and driving increased adoption and bottom-line ROI value of Digital and Contact Center solutions. Specifically, this role is focused on Intelligent Virtual Assistants (IVAs), Natural Language Understanding (NLU), and Interaction Analytics technologies. We are looking for a highly skilled and proactive IVA and NLU Model Maintenance & Optimization Specialist to join our team. In this role, you will be responsible for ensuring the optimal performance and continuous enhancement of our customer’s IVAs and NLU models.
The ideal candidate also brings a strong mix of data processing and analytics experience to be positioned strongly to help support customers through Contact Center digital transformations. As a consultant in a technology company such as NICE, one must possess a unique blend of business and technical savvy to lead our customers to achieve bottom line business impact via the business insights that can be derived via NICE solutions. Candidates should be well experienced to act as a leading voice in maturing our customer’s business processes via guidance and insights rooted strongly in data.
Main Responsibilities
IVA Maintenance: Monitor and maintain the health and functionality of our existing Intelligent Virtual Assistants, promptly addressing any issues or disruptions to service.
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.
Skills & Qualifications
3+ years experience in Contact Center Industry, strong knowledge of contact center KPIs
Proven experience in maintaining and optimizing Intelligent Virtual Assistants (IVAs) and NLU models, preferably in a professional capacity.
Deep Experience analyzing and deriving insights from speech 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

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