Key Responsibilities: Technical Implementation
· Lead complex implementations from pilot to full deployment, ensuring scalable, high-performing AI solutions for enterprise customers.
· Configure and build CXone AI solutions, covering NLU, IVR/ACD, ASR, digital channels, and knowledge-driven capabilities.
· Develop AI applications (chatbots and voicebots) with a focus on code quality, architectural rigor, and system stability.
· Integrate systems seamlessly across CRMs, APIs, and customer ecosystems to create cohesive, end-to-end technical architectures.
· Guide successful launches by supporting testing, UAT, go-live readiness, and hypercare with post-deployment optimization.
· Solve complex challenges with strong architectural judgment, creative troubleshooting, and a focus on performance.
· Collaborate across teams to influence product direction and ensure technical deliverables align with customer requirements.
· Enable customers and partners through technical training, configuration workshops, and guidance that builds long-term self-sufficiency.
· Create high-impact documentation that clarifies technical concepts and supports the quick resolution of system issues.
· Showcase solution value by rapidly assembling functional technical demos that help customers make informed decisions.
Conversational Design & User Experience
· Design intuitive AI applications that prioritize user-centric interactions and seamless experiences.
· Define user intents, journeys, and decision paths to map out logical and efficient customer interactions.
· Create detailed dialog flows, scripts, and interaction models for virtual assistants, ensuring clarity and tone consistency.
· Lead conversational design workshops to uncover user needs and align stakeholders on the vision for the experience.
· Develop AI assistant personas and multimodal interaction patterns to humanize the interface.
· Advise clients on conversational strategies, providing expert guidance on UX best practices and usability standards.
Project Management & Collaboration:
· Partner with project managers on solution design and delivery.
· Manage lifecycle development, change control, and risk mitigation.
· Deliver enablement for partners and customers.
Leadership & Internal Enablement:
· Mentor colleagues on AI configuration and conversational design.
· Produce reusable documentation, templates, and guidelines.
· Advocate for AI and design tooling.