Senior AI Conversation Designer

This is a fully remote position, open to applicants in Germany.

📋 Description

• Oversee intricate implementations from pilot phase to complete deployment, guaranteeing scalable and high-performance AI solutions for enterprise clients.

• Set up and develop CXone AI solutions, encompassing NLU, IVR/ACD, ASR, digital channels, and capabilities driven by knowledge.

• Create AI applications (chatbots and voicebots) with an emphasis on code quality, architectural integrity, and system reliability.

• Seamlessly integrate systems across CRMs, APIs, and customer ecosystems to establish unified, end-to-end technical architectures.

• Facilitate successful launches by assisting with testing, UAT, go-live preparation, and hypercare alongside post-deployment optimization.

• Tackle complex issues using robust architectural judgment, innovative troubleshooting, and a focus on performance enhancement.

• Collaborate across teams to shape product direction and ensure that technical deliverables meet customer specifications.

• Empower customers and partners through technical training, configuration workshops, and guidance that fosters long-term self-reliance.

• Develop impactful documentation that elucidates technical concepts and aids in the swift resolution of system issues.

• Demonstrate solution value by quickly assembling functional technical demonstrations that assist customers in making informed decisions.

• Design user-friendly AI applications that emphasize user-centric interactions and seamless experiences.

• Define user intents, journeys, and decision paths to outline logical and efficient customer interactions.

• Create comprehensive dialog flows, scripts, and interaction models for virtual assistants, ensuring clarity and consistency in tone.

• Lead conversational design workshops to identify user needs and align stakeholders on the vision for the experience.

• Develop personas for AI assistants and multimodal interaction patterns to enhance the human aspect of the interface.

• Advise clients on conversational strategies, providing expert insights on UX best practices and usability standards.

• Collaborate with project managers on solution design and implementation.

• Oversee lifecycle development, change management, and risk mitigation.

• Provide enablement for partners and customers.

• Mentor peers on AI configuration and conversational design.

• Produce reusable documentation, templates, and guidelines.

⛳️ Requirements

• Bachelor’s degree in a technical or business discipline (e.g., Computer Science, Information Systems, Engineering) or equivalent professional experience.

• 5+ years of professional experience, including a minimum of 1 year working with digital channels, AI, or bot-driven applications.

• Proficient in configuring AI and contact center technologies, including NLU/NLP/LLM and Agentic-powered solutions.

• Experience in supporting large enterprise environments, encompassing complex integrations and large-scale deployments.

• Skilled in CRM integrations, APIs, and associated ecosystem technologies.

• Understanding of generative AI models, NLU techniques, automation principles, and the latest trends in digital customer engagement.

• Familiar with API testing and documentation tools such as Postman and Swagger.

• Capable of designing and documenting workflows using diagramming tools like Lucidchart or Microsoft Visio.

• Experienced in developing detailed use cases, test plans, and UAT guidance.

• Proficient in managing customer escalations while upholding strong client relationships.

🏝️ Benefits

• Flexible Work Model: Enjoy the NICE-FLEX hybrid model with two days in the office and three days of remote work each week.

• Join a rapidly growing, market-disrupting global company where teams of top talent collaborate in a fast-paced and creative environment.

• Countless internal career opportunities across various roles, disciplines, domains, and locations.