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The Prompt Engineer optimizes prompts to generative AI models across NICE's Customer Service Automation (CSA) applications. As part of the CSA Research team, the Prompt Engineer collaborates with multiple groups to ensure our applications deliver the highest quality customer experience.
This role partners with global development teams to diagnose and resolve prompt-related issues, define and execute tests for LLM-based systems that are difficult to evaluate using traditional automation tools, and educate teams on advances in prompt engineering. The Prompt Engineer also updates production prompts in line with evolving industry best practices.
When customers require novel, custom prompts, the Prompt Engineer works closely with Professional Services and Product Management to capture requirements, design robust solutions, develop and execute test plans, and present results to stakeholders.
ResponsibilitiesDiagnose and resolve issues with production prompts.
Refine prompts to generative AI systems to achieve customer goals.
Collect and present quantitative analysis on solution success.
Collaborate with developers to implement new production monitoring tools and metrics.
Work with architects and Product Managers to implement prompts for new features.
Consult with Machine Learning Engineers for complex prompt challenges.
Stay informed on advances in prompt engineering.
BS in a technology-related field such as computer science, business intelligence/analytics, or finance.
Three years of experience in a technology-related industry or position.
Familiarity with best practices in prompt engineering, including differences between major LLM vendors.
Strong collaboration skills with cross-functional teams.
Excellent communication and presentation abilities for internal and external stakeholders.
Experience with Python and at least one web app framework for prototyping (e.g., Streamlit or Flask).
Basic AWS resource management, including microservice deployment.
Experience with Docker containerization.
Experience with both standard and AI-based testing frameworks (e.g., PyTest, DeepEval).
Exposure to generative AI application frameworks such as LangChain, LlamaIndex, and griptape.
About NiCE
NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.
Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.
NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.
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What We Do
NICE (Nasdaq: NICE) is the worldwide leading provider of both cloud and on-premises enterprise software solutions that empower organizations to make smarter decisions based on advanced analytics of structured and unstructured data. NICE helps organizations of all sizes deliver better customer service, ensure compliance, combat fraud and safeguard citizens. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, are using NICE solutions. www.nice.com.
