AI Research Engineer

NICE•Atlanta, GA

About The Position

As an AI Research Engineer at NiCE, you will support and drive the use of AI toolsets to define, develop, manage, and improve NICE Enlighten AI’s data solutions. You will act as an Interaction Analytics data expert, understanding key data development and its impact on downstream cases and value derived from unstructured interaction data. You will collaborate closely with the Customer Engagement Analytics (CEA) Research, Product, and Services teams, combining your data expertise with best-in-class technology advancements and client insights. AI Research Engineers are experts in the value and insights from structured data derived from unstructured Customer Experience (CX) interactions, enabling the Enlighten AI data team to build scalable data structures that drive operational and measurable outcomes. Responsibilities include developing underlying data structures, understanding new client requests, and incorporating those needs into successful build and execution plans. The ideal candidate is intellectually inquisitive, with strong communication, organization, analytical, and technical capabilities, and is a self-starter who can learn and validate evolving toolsets while focusing on success and ultimate goals for data solutions. As expertise grows, opportunities for direct client interaction, feedback capture, and build plans will arise.

Requirements

Bachelors degree in Management, Finance, Business Intelligence / Analytics, or a related field.
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.

Nice To Haves

Masters degree preferred.
Experience in Management Consulting.

Responsibilities

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 to evolve tooling and data integration with CEA products.
Work with client requirements to understand new requests and assess feasibility.
Potentially 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, and best practices.
Provide input on the use of developed data models for both Product and Field teams to optimize the use of developed data assets.
Support other projects, solutions, and/or deployments using other Enlighten AI solutions as part of Data Innovation.
Utilize the output of customized topic and semantic modeling tools to create a range of datapoints and provide feedback to improve the accuracy and usability of the system’s outputs.