Data Engineer
Company DescriptionNICE Nexidia empowers organizations worldwide with cutting-edge contact center analytics. By providing omnichannel, AI-enabled tools to analyze data at the journey, interaction, and behavioral levels, NiCE Nexidia enables real-time insights for proactive decision-making. Its user-friendly, out-of-the-box data analysis and visualization capabilities help drive operational efficiency, improve customer loyalty, increase revenue, and maintain compliance. NiCE Nexidia is committed to equipping businesses with the tools needed to deliver exceptional customer experiences through data-driven strategies. Primary PurposeAs a Data Engineer, you are responsible for supporting the use of the NiCE Interaction Analytics (NIA) product suite to prove out business use cases as part of Proofs of Concepts (POCs). The POC is used to support the NiCE sales efforts to demonstrate the value of the NIA product suite. In this capacity, you will work with the NiCE sales team to obtain unstructured Customer Experience (CX) interactions (audio, chats, emails, social media, etc.) from customers and transform the interactions into a format that can be processed by the NIA product suite. You will act as an Interaction Analytics data expert who understands key data development and the impact of downstream cases and value to be derived from having data generated from unstructured interactions. You will partner closely with the Customer Engagement Analytics (CEA) Research, Product and Services teams blending your data expertise with best-in-class technology advancements and client insights to accomplish the team’s objectives. AI Data Engineers are experts in the value derived from unstructured CX interactions. It is that expertise, along with technical fluency, that allow the Business Consulting team to build scalable, out of the box data structures that reveal operational and measurable outcomes. The responsibilities for this role includes the development of the underlying data structures, along with the ability to understand new and evolving client requests for improvement and the ability to incorporate those needs into a successful build and execution plan for each POC.The ideal candidate is intellectually inquisitive, with strong communication, organization, analytical and technical capabilities. As a self-starter, they are not afraid to roll up their sleeves to learn and validate evolving toolsets while maintaining focus on what success looks like with our ultimate goals for data solutions. As they gain and maintain system and data expertise, the roll will continue to open up for direct client interactions, feedback capture and build plans.AI Data Engineers are experts in the data, not the underlying AI algorithms and applications (i.e. Data Scientists).Primary Functions/ResponsibilitiesServe as the focal point for managing the delivery of CX interactions and corresponding metadata utilizing various data delivery methods.Serve as the focal point for the development of pre-defined data structures for automated analysis of large sets of CX interactions across all channels (audio, chat, email, social, etc.). This includes:Manipulation of CX interaction metadata into approved formatsManipulation of CX interactions into approved formatsIngestion of the CX interactions into the Nice Interaction Analytics platformTranscription of the CX interactionsUtilize evolving tools from Research that support the development of the data structures.Provide feedback to the Research and Product teams on how we continue to evolve tooling and data integration with CEA products.Work with client requirements to understand new requests and how we can or cannot meet them.Some team members may work directly with clients as a Subject Matter Expert to discuss data solutions, expectations and best practices.Educate field teams (Consulting and Customer Success) on data solutions, definitions, best practices, etc.Provide input on the use of developed data models for both Product and Field teams to optimize the use of developed data assets.As the Enlighten AI team is focused on Data Innovation, team members may be asked to support other projects, solutions and/or deployments using other Enlighten AI solutions.Manage the utilization of the CX Proof of Concept (POC) VM servers.Required EducationBachelor’s degree in Computer Science, MIS, Business Intelligence / Analytics or equivalent experience.Required Experience/Skills3+ years of software engineering experience and/or significant experience with business intelligence, analytics, and data visualization as a services providerExperience using Windows ServerExperience with basic scripting in PowerShell, Command Line, or PythonKnowledge of SQL preferred, such as using Data Manipulation Language and Data Definition LanguageFamiliarity with LinuxFamiliarity with ssh and basic hash skillsExperience with Docker, accessing AWS S3 buckets, and SFTPExperience with use of technology to build and analyze datasets for operational outcomesExcellent oral and written communication skills in English Ability to multi-task and meet deadlines when supporting requests that create competing prioritiesAbility to develop and maintain good working relationships with cross-functional teamsAbility to communicate comfortably across all levels of corporate structure Demonstrated ability to take the initiative and work in a self-directed mannerAbility to thrive in a changing environmentPreferred ExperienceExperience in data analyticsThis job description is not intended to be all-inclusive, and the employee will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.NOTE: Eastern and Central Time Zone Residents Preferred