About the Role
As a NiCE AI Data Specialist, you will be responsible for supporting and driving the use of AI tool sets to define, develop, manage, and improve NiCE Enlighten AI’s data solutions. In this capacity, you will act as an Interaction Analytics data expert who understands key data development and the impact of downstream cases and value to be derived from having data generated from unstructured interactions. You will partner closely with the Customer Engagement Analytics (CEA) Research, Product and Services teams blending your data expertise with best-in-class technology advancements and client insights to accomplish the team’s objectives.
AI Data Specialists are experts in the value and insights from structured data derived from unstructured Customer Experience (CX) interactions. This expertise, along with technical fluency, allows the Enlighten AI data team to build scalable out of the box data structures that drive operational and measurable outcomes. The range of responsibility includes the development of the underlying data structures, along with the ability to understand new and evolving client requests for improvement and the ability to incorporate those needs into a successful build and execution plan for your domain expertise.
The ideal candidate is intellectually inquisitive, with strong communication, organization, analytical and technical capabilities. As a self-starter, you are not afraid to roll up your sleeves to learn and validate evolving toolsets while maintaining focus on what success looks like with our ultimate goals for data solutions. As you gain and maintain system and data expertise, the role will continue to open up for direct client interactions, feedback capture and build plans.
How will you make an impact?
- Serve as the (team) focal point for the development of pre-defined data structures for automated analysis of large sets of CX interactions across all channels (audio, chat, email, social, etc.)
- Support validations of completed and evolving data structures to ensure high standards for precision and recall are met
- Test evolving tools from Research that support the development of the data structures
- Provide feedback to the Research and Product teams on how we continue to evolve tooling and data integration with CEA products
- Work with client requirements to understand new requests and how we can or cannot meet them
- Some team members may work directly with clients as a Subject Matter Expert to discuss data solutions, expectations and best practices
- Educate field teams (Consulting and Customer Success) on data solutions, definitions, best practices, etc.
- Provide input on the use of developed data models for both Product and Field teams to optimize the use of developed data assets
- As the Enlighten AI team is focused on Data Innovation, team members may be asked to support other projects, solutions and/or deployments using other Enlighten AI solutions
- The discussed Research Toolsets are primarily focused on customized topic and semantic modeling components that provide a system driven approach to defining datapoints that matter within CX interactions
- AI Data Specialists utilize the output of these tools to create a range of datapoints and provide feedback to improve the accuracy and usability of the system’s outputs
- AI Data Specialists are experts in the data, not the underlying AI algorithms and applications (i.e. Data Scientists)
Have you got what it takes?
- 5+ years of consultative account/program management experience and/or significant experience with business intelligence, analytics, and data visualization as a services provider
- Experience with use of technology to build and analyze datasets for operational outcomes
- Experience with the development, positioning and quantification of operational recommendations
- Excellent oral and written communication skills in English
- Ability to create and deliver polished presentations using Microsoft PowerPoint to different levels of audience
- Ability to multi-task and meet deadlines when supporting requests that create competing priorities
- Ability to develop and maintain good working relationships with cross-functional teams
- Ability to communicate comfortably across all levels of corporate structure
- Ability to work with sales executives and assist with opportunities as subject matter expert
- Demonstrated ability to take the initiative and work in a self-directed manner
- Ability to thrive in a changing environment