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.