NICE AI, Senior Consultant

At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.

Position Purpose

The NICE AI Senior Consultant is responsible for the development, testing, and delivery of AI-driven contact center solutions within the NICE CXone ecosystem. This is a hands-on technical role focused on implementing and enhancing AI platforms such as NICE Proactive AI Agent, Omilia, and Cognigy within enterprise CCaaS environments. The consultant will work closely with cross-functional teams to design, build, test, and support scalable AI-enabled contact center solutions.

Key Responsibilities

• Design, develop, and implement NICE Proactive AI Agent solutions
• Implement AI platforms such as Omilia and Cognigy
• Develop enhancements and features within the NICE CXone environment
• Code, test, and deliver high-quality software solutions
• Perform unit testing, code reviews, and defect resolution during QA cycles
• Support production environments and troubleshoot issues
• Collaborate with project managers, system analysts, and development teams
• Participate in client meetings, demos, and technical discussions
• Contribute to future product enhancements and innovation initiatives
• Deliver projects within scope, timelines, and quality standards

Technical Expertise

• Strong hands-on experience with NICE CXone
• Experience with NICE CXone Studio (preferred)
• Knowledge of Contact Center as a Service (CCaaS) platforms
• Experience with IVR/ACD, VoIP, Email, SMS, and Chat systems
• Proficiency in one or more of the following:
• C# / ASP.NET
• JavaScript
• Python / Java / C++ (preferred)
• Experience developing real-time systems
• Understanding of enterprise-level CCaaS architecture
• Network infrastructure knowledge

Competency

• Personal
• Strong problem-solving and analytical skills
• Ability to work in a fast-paced environment
• High ownership and accountability
• Strong communication skills
• Leadership
• Excellent customer-facing presentation skills
• Ability to develop solution pitches and demo experiences
• Exercises autonomy in determining objectives and engagement approaches
• Collaborates effectively within cross-functional teams
• Operational
• Manage multiple development tasks simultaneously
• Deliver projects on time and within quality expectations
• Support continuous improvement and innovation initiatives

Technology Stack

• NICE CXone & CXone Studio
• NICE Proactive AI Agent
• Omilia
• Cognigy
• ASP.NET (C#, VS.Net, XML, Web Services)
• JavaScript
• IVR / ACD / VoIP technologies
• Email, SMS, Chat integrations
• Real-time system development

Education, Experience and Certification

• Bachelor’s degree in Computer Science, IT, or Engineering (preferred)
• 3+ years of experience in CCaaS and/or Unified Communications environments
• 3+ years of software development experience (JavaScript, Python, Java, C++, C#)
• 3–4 years of ASP.NET development experience
• 3–4 years of JavaScript experience
• Experience with enterprise-level CCaaS architectures
• Strong team player with ability to thrive in dynamic environments