Interaction Analytics Professional Services Engineer

The Interaction Analytics Senior Lead is accountable for the successful end-to-end delivery of Interaction Analytics capabilities within a large-scale NICE CXone contact centre transformation, supporting an environment of approximately 20,000 seats.

This role owns the delivery of all NiCE CXone native Interaction Analytics capabilities across voice and digital channels, leading these streams from discovery through to live operation and continuous optimisation. The role combines hands-on delivery leadership, deep analytics and AI product expertise, and senior-level stakeholder engagement, ensuring actionable insights are embedded into operational, quality, and customer experience outcomes.

Operating as a product and domain leader within a wider transformation programme, the postholder acts as the senior authority for Interaction Analytics across the client organisation, NICE as the vendor, and internal programme leadership. Delivery must meet agreed outcomes for time, cost, quality, assurance, insight enablement, and benefit realisation, with a strong focus on translating analytics into measurable business and CX improvements., Interaction Analytics Domain Ownership

Lead the implementation, configuration, and optimisation of NICE CXone Interaction Analytics across voice and digital channels Define and embed best-practice speech and text analytics frameworks, enabling insight-led decision-making across operations, quality, compliance, and CX Act as the deep subject matter expert for CXone Interaction Analytics, advising on capability, AI model usage, taxonomy design, and trade-offs Own and shape: Analytics operating models Insight generation and triage frameworks Category, sentiment, trend, and topic taxonomies Insight-to-action processes aligned to operational and governance needs Programme & Delivery Leadership

Act as Delivery Lead for the Interaction Analytics workstream within a large-scale NICE CXone transformation programme Own end-to-end delivery across the full lifecycle: discovery, design, build, configuration, testing, deployment, enablement, and optimisation Ensure delivery aligns to programme milestones, governance frameworks, data standards, and quality expectations Provide hands-on leadership and design assurance, ensuring analytics solutions are scalable, explainable, secure, and operationally consumable Stakeholder & Customer Management

Act as the senior point of contact for Interaction Analytics with client executives, programme sponsors, operational leaders, and insight consumers Build trusted, long-term relationships with customer stakeholders across operations, quality, transformation, policy, and assurance functions Manage senior internal stakeholders, clearly articulating progress, risks, insight maturity, and dependencies Confidently manage up and down within complex programme structures, balancing strategic analytics ambition with delivery pragmatism Vendor Management (NICE)

Serve as the primary interface with NICE for Interaction Analytics Maintain a strong understanding of the NICE CXone Interaction Analytics and AI roadmap, aligning delivery plans to current and future capability Manage vendor dependencies, roadmap alignment, escalations, and commercial considerations specific to analytics capability Ensure effective collaboration between vendor, integrator, and client teams to maximise value from analytics investments Leadership, Coaching & Capability Development

Provide visible, credible leadership to the customer through analytics authority, AI literacy, and delivery experience Act as an Interaction Analytics product authority within the wider delivery team, supporting peers to understand how analytics integrates with QM, FM, WFM, and automation Coach stakeholders and teams on: Practical use of analytics outputs Translating insight into action Responsible and explainable use of AI-driven insight Set clear expectations and standards, driving a culture of evidence-based decision-making, accountability, and continuous improvement Transformation, Governance & Assurance

Ensure Interaction Analytics delivery aligns with central government standards, data governance controls, and assurance expectations Support programme-level governance, reporting, audit, and assurance activities, particularly where analytics informs decision-making Proactively identify, manage, and mitigate risks related to data quality, model interpretation, insight integrity, and operational adoption Contribute to programme-level decision-making, design forums, and architecture or governance boards

This is a senior leadership role requiring a proven track record of delivering complex, large-scale analytics-led contact centre or CX transformations, ideally within central government or similarly regulated environments. The successful candidate must demonstrate exceptional stakeholder management, the ability to operate confidently at executive level, and deep expertise in NICE CXone Interaction Analytics and its evolving AI-driven roadmap., Preferably extensive hands-on delivery experience with NICE CXone Interaction Analytics, including:

Speech analytics Text analytics Topic, sentiment, and trend analysis AI-driven insight generation

Alternatively, strong experience with analytics solutions from providers such as: NICE legacy analytics platforms, Disability Confident About Disability Confident A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to .