AI Data Engineer

NiCE is a global company known for its innovative software products that enhance customer experiences and ensure public safety. The AI Data Engineer role involves supporting the NiCE Interaction Analytics product suite by transforming unstructured Customer Experience interactions into a usable format for analysis, working closely with sales and research teams to meet client needs and develop effective data structures.

Responsibilities:

• Serve as the focal point for managing the delivery of CX interactions and corresponding metadata utilizing various data delivery methods
• Serve as the 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.). This includes:
• Manipulation of CX interaction metadata into approved formats
• Manipulation of CX interactions into the NiCE Interaction Analytics platform
• Manipulation of CX transcripts
• Utilize 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
• Manage the utilization of the CX Proof of Concept (POC) VM servers

Requirements:

• 3+ years of software engineering experience and/or significant experience with business intelligence, analytics, and data visualization as a services provider
• Experience using Windows Server
• Experience with basic scripting in PowerShell, Command Line, or Python
• Knowledge of SQL preferred, such as using Data Manipulation Language and Data Definition Language
• Familiarity with Linux
• Familiarity with ssh and basic bash skills
• Experience with Docker, accessing AWS S3 buckets, and SFTP
• Experience with use of technology to build and analyze datasets for operational outcomes
• Excellent oral and written communication skills in English
• 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
• Demonstrated ability to take the initiative and work in a self-directed manner
• Ability to thrive in a changing environment