Solutions Architect

🕒 July 22

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🔴 Lead

💻 Solutions Engineer

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NICE

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1991

☁️ SaaS

🤖 Artificial Intelligence

📡 Telecommunications

SaaS • Artificial Intelligence • Telecommunications

NICE is a leading provider of AI-powered customer service automation solutions, transforming contact centers into world-class customer experience centers. Their CXone Mpower platform offers end-to-end automation of customer service workflows, integrating human and AI agents to deliver efficient and personalized customer interactions. NICE's offerings include AI for customer experience, digital and self-service solutions, workforce engagement and management, and complete cloud-based contact center platforms. They are recognized as a leader in the Contact Center as a Service (CCaaS) industry, providing tools for increased operational efficiency, employee engagement, and enhanced customer satisfaction.

📋 Description

• Provide technical configuration, best practice guidance and customized training to customers for the CXOne Agent products • Assist customers to achieve desired business outcomes and ROI for implemented products • Engage internal product management organizations as necessary to ensure customer requirements are prioritized and incorporated into product roadmaps • Maintain expertise and currency in industry leading contact center methodologies, processes, and technologies surrounding the use of Agent products • Serve in a consultative capacity with the CXone project team, driving a successful customer/partner engagement lifecycle, ensuring appropriate internal resources are engaged as needed • Manage assigned case load in Salesforce to ensure customer SLAs are satisfied

🎯 Requirements

• BS/BA in technical (e.g., CS/IS/EE) or business (e.g., Marketing/MIS) field or equivalent work experience required • 8+ years of customer engagement and industry experience beyond education requirements above • 1-3 years of experience in Contact/Call Centers or Technical & Customer Support operations • 3-5+ years of experience with Quality Management/Analysis in a call center environment. • Professional and confident public presence; experience in commanding large audiences as a trainer and/or speaker • Strong consulting skill set to uncover, strategize, and align client goals and objectives with a product solution

🏖️ Benefits

• Competitive salary • Flexible working hours • Professional development opportunities • Home office setup allowance • Global team events