Senior AI Conversation Designer

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NICE

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1991

☁️ SaaS

🤖 Artificial Intelligence

📡 Telecommunications

SaaS • Artificial Intelligence • Telecommunications

NICE is a leading provider of AI-powered customer service automation solutions, transforming contact centers into world-class customer experience centers. Their CXone Mpower platform offers end-to-end automation of customer service workflows, integrating human and AI agents to deliver efficient and personalized customer interactions. NICE's offerings include AI for customer experience, digital and self-service solutions, workforce engagement and management, and complete cloud-based contact center platforms. They are recognized as a leader in the Contact Center as a Service (CCaaS) industry, providing tools for increased operational efficiency, employee engagement, and enhanced customer satisfaction.

📋 Description

• Lead complex implementations from pilot to full deployment, ensuring scalable, high-performing AI solutions for enterprise customers. • Configure and build CXone AI solutions, covering NLU, IVR/ACD, ASR, digital channels, and knowledge-driven capabilities. • Develop AI applications (chatbots and voicebots) with a focus on code quality, architectural rigor, and system stability. • Integrate systems seamlessly across CRMs, APIs, and customer ecosystems to create cohesive, end-to-end technical architectures. • Guide successful launches by supporting testing, UAT, go-live readiness, and hypercare with post-deployment optimization. • Solve complex challenges with strong architectural judgment, creative troubleshooting, and a focus on performance. • Collaborate across teams to influence product direction and ensure technical deliverables align with customer requirements. • Enable customers and partners through technical training, configuration workshops, and guidance that builds long-term self-sufficiency. • Create high-impact documentation that clarifies technical concepts and supports the quick resolution of system issues. • Showcase solution value by rapidly assembling functional technical demos that help customers make informed decisions. • Design intuitive AI applications that prioritize user-centric interactions and seamless experiences. • Define user intents, journeys, and decision paths to map out logical and efficient customer interactions. • Create detailed dialog flows, scripts, and interaction models for virtual assistants, ensuring clarity and tone consistency. • Lead conversational design workshops to uncover user needs and align stakeholders on the vision for the experience. • Develop AI assistant personas and multimodal interaction patterns to humanize the interface. • Advise clients on conversational strategies, providing expert guidance on UX best practices and usability standards. • Partner with project managers on solution design and delivery. • Manage lifecycle development, change control, and risk mitigation. • Deliver enablement for partners and customers. • Mentor colleagues on AI configuration and conversational design. • Produce reusable documentation, templates, and guidelines.

🎯 Requirements

• Bachelor’s degree in a technical or business field (e.g., Computer Science, Information Systems, Engineering) or equivalent work experience. • 5+ years of professional experience, including at least 1 year working with digital channels, AI, or bot-driven applications. • Skilled in configuring AI and contact center technologies, including NLU/NLP/LLM and Agentic-powered solutions. • Experience supporting large enterprise environments, including complex integrations and deployments at scale. • Proficient with CRM integrations, APIs, and related ecosystem technologies. • Knowledge of generative AI models, NLU techniques, automation principles, and emerging trends in digital customer engagement. • Familiarity with API testing and documentation tools such as Postman and Swagger. • Ability to design and document workflows using diagramming tools such as Lucidchart or Microsoft Visio. • Experienced in creating detailed use cases, test plans, and UAT guidance. • Skilled in managing customer escalations while maintaining strong client relationships.

🏖️ Benefits

• Flexible Work Model: Experience the NICE-FLEX hybrid model with two days in the office and three days of remote work per week. • Join an ever-growing, market disrupting global company where teams of top talent work in a fast-paced, collaborative, and creative environment. • Endless internal career opportunities across multiple roles, disciplines, domains, and locations.