NiCE's Customer Service Automation (CSA) applications need optimization of prompts to generative AI models to deliver the highest quality customer experience and address novel customer requirements with custom prompts.
Requirements
- Familiarity with best practices in prompt engineering.
- Familiarity with git-based source code management practices.
- Experience with Python and at least one web app framework for prototyping, e.g., Streamlit or Flask.
- Basic AWS resource management.
- Experience with both standard and AI-based testing frameworks such as PyTest and DeepEval.
- Exposure to generative AI application frameworks like LangChain, LlamaIndex, and griptape.
Responsibilities
- Help diagnose and resolve issues with production prompts.
- Refine prompts to generative AI systems to achieve customer goals.
- Review new prompts and prompt changes with Machine Learning Engineers.
- Help define and execute tests for LLM-based systems that are difficult to evaluate with traditional test automation tools.
- Help educate the development teams on advances in prompt engineering and helps update production prompts to evolving industry best practices.
- Devise and execute custom test plans.
- Present quantitative test results to internal stakeholders.
Other
- Regularly review production metrics and specific problem cases to find opportunities for improvement.
- Collect and analyze quantitative analysis on solution success.
- Stay informed about new advances in prompt engineering.
- Ability to develop and maintain good working relationships with cross-functional teams.
- Ability to clearly communicate and present to internal and external stakeholders.
