CX Solution Architect

🕒 March 17

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 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

• Pre-Sales Leadership: Engage with clients, analyse requirements, create proposals, and present solutions, often involving RFPs/RFIs. • Solution Design: Architect end-to-end CX/CCaaS systems, map current state to target architectures, defining technology stacks, integrations (telephony, CRM, AI), data flows, and security. • Documentation & Standards: Develop solution blueprints, architectural documents, integration maps, security models, data flows, reference architectures, BoMs and ensure adherence to standards. • Stakeholder & Team Collaboration: Work with sales, IT, product, and delivery teams, and manage client relationships. • Implementation Oversight: Guide development, manage migrations, provide technical leadership, and act as an escalation point. • Innovation: Stay current with trends, technology advancements, and act as a thought leader both internally and externally.

🎯 Requirements

• Experience in pre-sales solution architecture or enterprise architecture for cloud/SaaS solutions. • Deep Technical expertise in CX/CCaaS (e.g., NICE CXone or comparable), AI/automation platforms (e.g., Cognigy or equivalent) and CRM/ITSM/ERP integrations. • Experience solutioning integrations between CX/CCaaS platforms and AI services, automation tools, or adjacent customer systems through hands-on design/build. • Fluency with identity provisioning (SSO: SAML/OIDC; SCIM), API design, event-driven integration, and secured data movement. • Solid knowledge in AWS/Azure/GCP; understanding of networking, resiliency, observability and cost drivers. • Strong analytical, problem-solving, leadership communication skills and the ability to translate business and technical requirements into platform designs. • Ability to translate complex business needs into technical designs and ROI. • Proficiency with Agile methodologies and enterprise governance. • Expertise Detailed knowledge in enterprise security and compliance (ISO 27001, SOC 2, GDPR), including data residency, encryption (at rest/in transit), and key management; supporting public sector/regulated requirements and partnering on risk assessments to drive clear, defensible architecture decisions.

🏖️ Benefits

• NICE Ltd. is proud to be an equal opportunity employer, offering consideration for employment without regard to various protected categories.