Professional Services Engineer (GenAI)

Livevox Solutions; Pune District; On-site; INR 1,200,000 - 2,400,000; Full time

Benefits offered by this job

NiCE-FLEX hybrid model

Hybrid work arrangement

Job summary

NiCE is seeking a Senior Professional Services Engineer to deliver specialized expertise for CXone products and AI-enabled enterprise solutions. This customer-facing role involves implementing, configuring and optimizing AI-driven applications as part of NICE Managed Services.

You will lead AI/bot design, integrate with CRM/IVR, and collaborate across teams to ensure successful end-to-end deployments. NiCE-FLEX enables 2 days in-office and 3 days remote weekly.

Qualifications

• Experience delivering AI-driven applications for enterprise contact centers.
• Consultative client engagement to understand needs and design tailored solutions.
• Ability to work across technical and business domains in a services environment.

Responsibilities

• Configure, program, develop and modify NiCE CXone solutions, including AI, NLU, ACD, IVR, ASR, and CRM integrations.
• Lead the design and development of AI and bot applications aligned with customer requirements.
• Optimize and maintain AI bots, including generative and legacy models.
• Partner with Customer on Knowledge management Curation.
• Implement and enhance AI-driven services such as knowledge assistant engines and conversational intelligence.
• Collaborate with project managers to design and oversee end-to-end project rollouts.
• Manage system lifecycle development, change control, and risk analysis for enterprise solutions.
• Provide SME on NiCE CXone digital products during client consultations.
• Conduct business analysis to assess user needs and design tailored solutions.
• Promote AI tools to enhance decision-making and operational efficiency.
• Update and maintain documentation and processes for emerging digital products post-handover.

Job description

At NiCE, we don t limit our challenges. We challenge our limits. Always. We re ambitious. We re game changers. And we play to win. We set the highest standards and execute beyond them. And if you re like us, we can offer you the ultimate career opportunity that will light a fire within you.

So, what s the role all about

In NiCE as a Senior professional Services Engineer is a customer-facing, billable role responsible for delivering specialized expertise and solutions for NiCE products and services. This includes implementing, configuring, and optimizing AI-driven applications, such as chatbots, knowledge assistants, and other NICE solutions, for enterprise contact centers as part of NICE Managed Services. The position combines technical and business responsibilities, requiring engagement with clients to understand their needs, provide consultative support, and deliver cutting-edge solutions.

How will you make an impact

• Technical Implementation:
• Configure, program, develop and modify NiCE CXone solutions, including AI, NLU, ACD, IVR, ASR, and CRM integrations.
• Lead the design and development of multiple AI and bot applications, ensuring alignment with customer requirements and industry best practices.
• Optimize and maintain multiple AI bots, including both generative and legacy models.
• Partner with Customer on Knowledge management Curation.
• Implement and enhance AI-driven services such as knowledge assistant engines and conversational intelligence.
• Project Management:
• Collaborate with project managers to design and oversee end-to-end project rollouts.
• Manage system lifecycle development, change control processes, and risk analysis for enterprise solutions.
• Ensure seamless project execution through inter-departmental coordination and clear communication.
• Business Consulting:
• Provide subject matter expertise on NiCE CXone digital products and AI solutions during client consultations.
• Conduct business analysis to assess user needs, design tailored solutions and provide industry guidance.
• Promote the use of AI tools to enhance decision-making and operational efficiency across business units.
• Leadership and Mentorship:
• Update and Maintain documentation and processes for emerging digital products post-handover from Implementation teams.

What s in it for you

Join an ever-growing, market disrupting, global company where the teams - comprised of the best of the best - work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NiCE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NiCEr!

Enjoy NiCE-FLEX!

At NiCE, we work according to the NiCE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

Requisition ID:9453
Reporting into: Tech Manager
Role Type: Individual Contributor

About NiCE

NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, 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.

Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.

Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.