Sales Engineer, Partner Integrations at Nuance

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Company Overview

Nuance is the pioneer and leader in conversational artificial intelligence (AI) innovations that bring intelligence to everyday work and life. We deliver solutions that understand, analyze, and respond to people, amplifying human intelligence to increase productivity and improve security. With decades of both domain and AI expertise, we work with thousands of organizations across a wide range of industries. 

 

Join our team! At Nuance, we are constantly reinventing how people connect with technology and with each other. Our AI-powered solutions empower organizations to transform “business as usual.” For decades, the world’s leading financial, healthcare, telecommunications, retailers, and government organizations have trusted Nuance to bring them award-winning solutions that deliver more meaningful outcomes and empower a smarter, more connected world. From clinical speech recognition technologies that free physicians to spend more time caring for patients to real-time intelligence that powers billions of customer interactions, we’re deeply committed to helping organizations push the boundaries of what’s possible.

Job Summary

Summary:

 

The Field Integration Engineer (FIE) is a technical resource on the Channel SE team who is dedicated to working with our partners to enable integrations between the partner platforms and Nuance solutions, primarily our API based hosted solutions for Conversational AI, Security & Biometrics, and Digital Engagement.   
 
The FIE has deep technical skills in API based systems integration and technical expertise on Nuance solutions and capabilities and works in support of the Channel SE and Sales team to ensure partner platform integrations are implemented and maintained/optimized successfully.  The FIE must have the skills and knowledge to engage directly with partner engineering teams on integration development as well as the ability to learn and configure partner systems to interop with Nuance solutions. 

 

Responsibilities:

Support partners integrating their platforms with Nuance solutions, primarily Nuance API based hosted solutions for Conversational AI, Security & Biometrics, and Digital Engagement.  Includes:

  • Understanding existing partner technology environment, architectures and relevant integration points; technical risks and challenges; and detailing solution integration requirements. 
  • Explaining API level interactions, providing sample code, reviewing partner integration code, and assessing integration performance and QA test results.
  • Providing integration recommendations to partner which optimize the use and performance Nuance solutions.
  • Comprehensive understanding of requirements for billing, customer provisioning/onboarding, customer/partner admin/reporting, security, compliance, and partner marketplace in addition to run-time interactions.
  • Troubleshooting partner integrations and engaging with internal teams such as Engineering/R&D, Product Management, and Hosted Services Delivery to resolve issues.
  • Supporting partner technical evaluations/POCs of Nuance solutions, including assessing performance and requesting support from Engineering/R&D and Product as needed.
  • Collaborate with Channel Sales and SEs on partner integration requirements and priorities.
  • Work with applicable teams to assess interfaces which partners may provide for integration and assist with scoping Nuance integration effort and tracking Nuance integration activities. 
  • Track status of integration activities across multiple partners and communicate to applicable teams in Product, Engineering/R&D, and Channel Sales/SEs.
  • This includes running regular status meetings and escalating issues as needed. 
  • Document integration requirements, specifications, data interface design, and test results which will be published both internally and externally to partners. 
  • Understand competing product offerings, tools and technical features, and advise Nuance competitive differentiators.
  • Maintain a close partnership with the relevant Product Management and Engineering resources in order to get assistance with the integrations, drive solution updates/changes, and communicate status and results.
  • Maintain a deep and ongoing understanding of our technology, including the integration methods/points, user interface, business rules, and limitations of the technology.
  • Become a trusted advisor to Engineering, Product, and other technical teams within our partners.

Knowledge, skills and qualifications:

  • Education: MS or BS in Computer Science, Computer/Electrical Engineering, or related Technical Degree
  • Minimum years of work experience: 10 (BS) or 8 (MS)

Required skills:

  • Experience with systems integration using web services, REST, Websockets, XML, JSON, etc., and preferably gRPC. 
  • Experience with both high-level programming languages (C, C++, Java) as well as scripting languages like Python, Perl, PHP.
  • Understanding of internet protocols in the OSI stack e.g. http, along with security options such as TLS
  • Understanding of VOIP and telephony connectivity
  • Ability to troubleshoot computer system and application integration issues
  • Understanding of speech and natural language processing so can assess performance issues.
  • Document creation proficiency and experience
  • Good written and spoken communication skills
  • Good customer service skills
  • Good organizational skills including program management for technical solutions.
  • Customer/partner facing experience in a software or system integrator company preferably in Professional Services, Technical Support or Presales role.
  • Comfortable leading meetings, presenting technical information, and communicating results/updates to a variety of internal and partner stakeholderswith varying levels of technical expertise. 
  • Willingness to travel

Preferred skills:

  • Experience in architecting and implementing technology and solutions for self-service automation with voice and natural language processing (IVR, Virtual Assistants, Bots), digital engagement channels (virtual/live chat via web, mobile, social media, and messaging channels), and security.
  • Expertise in natural language systems (ASR, NLU, Dialog management)
  • Artificial Intelligence techniques and applications
  • Experience with Contact Center systems integration including IVR infrastructure and Agent Desktop technologies
  • Expertise on the Nuance solutions in play – Conversational AI APIs and Mix, including some knowledge on customization options (e.g. DLMs)

Additional Information

Nuance offers a compelling and rewarding work environment. We offer market competitive salaries, bonus, equity, benefits, meaningful growth and development opportunities and a casual yet technically challenging work environment. Join our dynamic, entrepreneurial team and become part of our continuing success.

 

Nuance celebrates diversity and is proud to be an equal employment opportunity and affirmative action workplace. We consider all qualified applicants without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, military and veteran status, disability, genetics, or any other category protected by law or Nuance policy.  If you need an accommodation because of a disability for any part of the employment process, please call 781-565-5086 and let us know.

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Location

Our headquarters is in Burlington, 30 minutes from downtown Boston, right off 128 and across the street from Wayside Commons (hello, shopping!).

An Insider's view of Nuance

What’s the vibe like in the office?

I enjoy being part of our diverse team. There are more than 20 nationalities represented, and we have quite different educational backgrounds and roles, like speech scientists, engineers and business people. We expanded the Vienna office in the last few years, and we cover all ages and levels of experience.

Gerhard

Senior Director Engineering - Dragon Medical One

What does your typical day look like?

On the Digital team, we work with the world’s most prominent and trusted brands, every day. Those brands depend on us every day to delight their consumers. We’re a true partner in their success; and we do it with the world’s brightest minds, and some really cool technology. Nuance truly empowers its people to change the world we live in.

Ben

Director, Software Development

How does the company support your career growth?

Career mobility ties into career development. You bring these core skill sets into these different roles, but what are the skills you want to expand on and grow? How does that fit into your overall career plan? Nuance is a place where you can try on different hats by sitting on different teams, or even just trying them on in your current role.

Michele

Program Manager, R&D Transformation Initiatives

How do you empower your team to be more creative?

We unlock the creative potential in everyone by creating an environment where people can trust each other and express their views freely. We follow three principles: focus on the customer and empathize to understand their needs, encourage risk taking, and create a platform to share the stories outlining creative ways teams solved problems.

Raghu

Vice President, Engineering

What are Nuance Perks + Benefits

Nuance Benefits Overview

Our success as a company is made possible by our employees. Your passion, curiosity, and tenacity propel us forward and produce more value for our customers and stakeholders. In turn, we're committed to taking care of you with our comprehensive benefits and awards.

There's nothing more important than the wellbeing of your and your family. Our medical, dental, vision and financial health plans provide peace of mind now and in the future. Your family and friends will enjoy spending time with you thanks to our generous paid time off and flexible work benefits. And you will feel empowered to be your best self by utilizing our fitness and wellness offerings.

Culture
Volunteer in local community
The Nuance Cares program offers employees up to 16 volunteer hours of paid volunteer time off each year supporting a qualified non-profit organization of their choice.
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Nuance employees can contribute up to the IRS maximum annually to their FSA.
Disability Insurance
Short-term disability insurance covers 100% of annual salary for a 26-week maximum. Nuance also offers long-term disability.
Dental Benefits
Our dental plan covers $2,500 of expenses.
Vision Benefits
The vision benefits plan covers 100% for annual eye exams with $150 for glasses and contact lenses.
Health Insurance Benefits
Life Insurance
Life insurance is equal to 2 times an employee's annual salary.
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
Nuance's team fitness initiatives include in-office yoga classes and sponsorship of a race team for the J.P. Morgan Corporate Challenge.
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Nuance offers a 401(K) plan through Fidelity Investments.
401(K) Matching
Nuance provides employees with a 401(k) matching plan managed by Fidelity. We match 100% of the first 3% of eligible compensation and contributions up to 50% of the next 2% for a maximum of 4%.
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
We match dollar-for-dollar for a maximum of $1,000 annually.
Child Care & Parental Leave Benefits
Child Care Benefits
Acme Co. provides Backup child care assistance.
Generous Parental Leave
We provide up to 12 weeks of parental leave for the primary and secondary caretaker.
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Employees who have been with the company for 12 months are eligible for 12 weeks of family medical leave.
Adoption Assistance
We reimburse up to $10,000 for eligible adoption expenses and 12 weeks of paid leave.
Return-to-work program post parental leave
Company sponsored family events
Fun and exciting bring your child to work program.
Vacation & Time Off Benefits
Generous PTO
Nuance employees receive between 20 and 25 days per year of paid time off based on years of service.
Paid Volunteer Time
Our employees receive 16 hours per year of paid volunteer time.
Paid Holidays
Paid Sick Days
Nuance proudly includes Paid Sick Days as part of our overall Paid Time Off policy.
Perks & Discounts
Casual Dress
Commuter Benefits
We offer pre-tax commuter benefits for all employees.
Game Room
Our game room includes Ping Pong, Foosball.
Stocked Kitchen
Nuance offers unlimited free style soda machine, Bevi drinks, cold brew coffee, iced coffee, specialty coffees including Dunkin & Starbucks.
Parking
We offer employees Free on-site parking including car pool spots, expectant mothers and electrical charging stations.
Relocation Assistance
Fitness Subsidies
Nuance reimburses its employees up to $150 annually for many of the most common health and fitness services and activities.
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Nuance offers employees professional development opportunities like Annual individual budget for training, Onsite training courses, The ability to attend job related conferences and seminars.
Tuition Reimbursement
Our tuition reimbursement plan offers an annual max of $5250.
Diversity Program
Lunch and learns
Nuance hosts lunch and learn meetings on occasion.
Cross functional training encouraged
Promote from within
Mentorship program
Our mentorship program includes 1-to-1 program, 1-to-many program, Cross-department program, Career mentoring, Leadership mentoring.
Continuing Education stipend
We offer $5250 annualy for continuing education.
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications
Nuance funds business relevant certifications.

Additional Perks + Benefits

Nuance supports our Employee Resource Groups (ERGs): Nuance Pride, Women in Nuance (WIN), Multicultural Association for Diversity Empowerment (MADE). These groups sponsor internal and external events and activities to create awareness, provide resources and foster relationships across the globe.
We also now offer 12 weeks of paid leave to care for a seriously-ill family member.
We also now reimburse up to $10,000 for surrogacy.

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