Senior Specialist Business Consultant

2 weeks ago

Pune, Maharashtra, India Incontact Full time
Job Description

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
- Bachelors degree in Computer Science, Artificial Intelligence, Machine Learning, or related analytical field of study (advanced degree preferred)- or related experience.

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