Senior AI&ML Researcher
Core
Developing end-to-end ML systems, GenAI, and agentic AI flows for NICE's Workforce Management solution to forecast work volume, schedule agent shifts, and manage time-off requests in contact centers.
Role type
Senior AI&ML Researcher (Workforce Management)
Builds
Production-level ML models, GenAI/agentic AI systems, and optimized shift schedules for contact center customers.
Domain
Workforce Management / Contact Center Operations
Deliverable
production ML models | product features
Required skills
Machine learning, GenAI, agentic AI, ML-Ops, Operations Research, time-series forecasting, mathematical optimization, software integration, project leadership
Responsibilities
Develop end-to-end ML systems tailored to specific project needs; Deploy GenAI and agentic AI systems to customers in production; Design and build agentic AI flows with tool use and multi-step reasoning; Forecast work volume and optimize shift schedules using time-series methods and mathematical optimization; Integrate new features into large existing software systems; Run unstructured evaluation processes and feed conclusions back to the team; Own projects end-to-end and lead team members to efficient planning and delivery.
Seniority
Senior, hands-on IC
