NICE AI Senior Consultant (Cognigy)

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.

The NICE AI Senior Consultant is responsible for the development, testing and delivery of the NICE CXone AI software platform. This is a hands-on, technical role for resources skilled in technical development experience. You will be tasked to implement the NICE Proactive AI Agent, Cognigy and Omilia software. Technical experience with various call center technologies including NICE CXone, IVR/ACD, VoIP, Email, SMS, and Chat systems will be beneficial. Key responsibilities include the development of the NICE Cognigy and Proactive AI product and features, unit testing, code reviews, resolving defects encountered during the QA cycle, supporting the production environment, and assisting other developers in a team environment.

What You'll Be Doing

• Contact Center as a Service (CCaaS) software management and domain experience.
• 2+ years of Cognigy, Omilia or Kore.AI AI development
• NICE CXone and CXone Studio Experience is helpful
• Work as a member of the TTEC Digital project team to enhance and improve software written in one or more of the following languages: CXone Studio, C#, ASP.NET, Java Script
• Code and test projects.
• Deliver high-quality software on time.
• Attend meetings and training as required.
• Work with system analysis and project management for the successful completion of a project.
• 4+ years of ASP/.NET experience (C#, VS.Net, XML, Web Services, etc.)
• 5+ years Java Script experience

What You Bring To The Role

• Bachelor’s degree in computer science, IT, or engineering preferred.
• 3 or more years’ experience in CCaaS and/or UC environments.
• 3 years of professional experience building and shipping ML or NLP systems, including focus on LLM based or Generative AI solutions.
• 3 or more years of software development, to include design, custom and common coding (JavaScript, Python, Java, C++), and testing of real time systems.
• Expert Python and strong software engineering fundamentals (data structures, algorithms, testing, CI/CD, Git, containers).
• Hands on with modern ML/LLM tooling like (PyTorch or TensorFlow; LangChain, LangGraph, vector databases such as Pinecone, Azure AI Search, FAISS) and AI Agents.
• Experience with enterprise level CCaaS architecture for complex business needs.
• Network infrastructure experience.
• Team Player and the ability to mentor team members
• Desire to work in a fast-paced environment.

About Us
TTEC Digital and our 1,800+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company, TTEC Engage, is a 60,000+ employee service company, with customer service representatives located around the world. TTEC Holdings Inc. is the parent company for both Digital and Engage. When clients have a holistic need, they can draw from these independently managed centers of excellence, TTEC Digital and TTEC Engage.

We are also delighted to share that TTEC has been awarded the Great Place To Work 2024-2025 certification based on outstanding employee experience across 14 countries.

TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.

Rarely do applicants meet all desired job qualifications, so if you feel you would succeed in the role above, please take a moment and share your qualifications.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.