How will you make an impact
- IVA Implementation & Optimization: Implement, monitor, and maintain the health and functionality of our Intelligent Virtual Assistants.
- NLU Model Optimization: Continuously assess and optimize NLU models for improved understanding, accuracy, and efficiency in processing and responding to user queries.
- Data Analysis: Analyze IVA containment performance data, user interactions, and feedback to identify areas for improvement and develop data-driven optimization strategies.
- Leverage Interaction Analytics for insights into continuous improvement opportunities for the IVA
- Testing and Quality Assurance: Conduct thorough testing and quality assurance to identify and rectify any system bugs, inconsistencies, or performance bottlenecks.
- Collaboration: Collaborate closely with cross-functional teams, including developers, consultants, data scientists, and product managers, to implement optimization strategies and updates.
- Design, develop, deploy, and maintain a suite of automated / repeatable BI solutions consisting of numerous dashboards,



scorecards and other reports and visualizations.
- Able to communicate complex analysis and insights to various stakeholders inside and outside of analytical teams.
- Handle tough data challenges & technical problems as they arise.
- Develop presentations and present recommendations to Business Consultants and NICE Customers including functional operating teams.
- Create continuous improvement programs to achieve financial goals via NICE solutions.

Have you got what it takes
- Total 12 years and relevant 4+ years experience in Contact Center Industry, solid knowledge of contact center KPIs
- Proven experience in implementing, maintaining and optimizing Intelligent Virtual Assistants (IVAs) and NLU models, preferably in a professional capacity.
- Deep Experience analyzing and deriving insights from interaction analytics data.
- Strong proficiency in programming languages, particularly Python.
- Expe

📌 Senior Specialist Business Consultant (Pune)
🏢 inContact
📍 Pune