Lead Solutions Architect

🕒 Maio 11

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🟠 Sênior

💻 Engenheiro de Soluções

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NICE

SiteLinkedInTodas as Vagas

5001 - 10000 funcionários

Fundada em 1991

☁️ SaaS

🤖 Inteligência Artificial

📡 Telecomunicações

SaaS • Artificial Intelligence • Telecommunications

NICE é uma fornecedora líder de soluções de automação de atendimento ao cliente impulsionadas por IA, transformando contact centers em centros de experiência do cliente de classe mundial. Sua plataforma CXone Mpower oferece automação ponta a ponta dos fluxos de trabalho de atendimento, integrando agentes humanos e de IA para entregar interações eficientes e personalizadas. As ofertas da NICE incluem IA para experiência do cliente (CX), soluções digitais e de autoatendimento, engajamento e gestão da força de trabalho, e plataformas completas de contact center em nuvem. A empresa é reconhecida como líder no setor de Contact Center as a Service (CCaaS), fornecendo ferramentas para aumentar a eficiência operacional, impulsionar o engajamento dos colaboradores e elevar a satisfação dos clientes.

Descrição

• The Solutions Architect acts as the primary liaison to support NiCE CXone customers through custom deployment projects. • Works with clients, stakeholders and internal team members to elicit, document, and prioritize business, functional, and system-level requirements. • Engages with clients early in the sales cycle, provides best practices consulting on the journey from premise to cloud solutions, and stays involved through the onboarding process. • Assists with the solution life-cycle and ensures a seamless customer journey. • Responsible for both technical and business tasks including management of customer expectations and satisfaction. • Configures CXone solutions based on customer requirements and industry best practices.

🎯 Requisitos

• 5+ years of solution architecture experience • 5+ years of consulting or customer engagement experience • 5+ years of contact center experience • Proven experience in integration architecture and solution design • Familiarity with AI and NLP technologies, preferably within the CX domain • Ability to work across the full sales cycle, with a focus on pre-sales and solution scoping • Strong communication and collaboration skills, with the ability to work effectively across departments • Experience with Cognigy or similar platforms is a plus • Experience in systems integration, process analysis and process diagramming • Strong multi-tasking skills with the ability to adapt to shifting priorities, demands, and timelines between multiple technologies and tools across various clients • Ability to translate solution functionality and opportunities into clear, precise and easy to read functional documentation • Strong business acumen to quickly learn new solution processes and understand how technology supports the business in achieving revenue and profit goals • Comfortable working in a fast paced, results-oriented environment • Ability to work with remote customers and communicate using virtual communication tools • Ability to manage deliverables across multiple projects and meet tight deadlines • Proficiency in MS Office suite, including MS Visio (or other diagramming tool), and advanced MS Word, MS Excel and PowerPoint skills

🏖️ Benefícios

• Health insurance • 401(k) retirement plan • Paid time off • Flexible work arrangements • Professional development opportunities