Solutions Architect

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NICE

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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.

5001 - 10000 employees

Founded 1991

☁️ SaaS

🤖 Artificial Intelligence

📡 Telecommunications

📋 Description

• The Solutions Architect is a highly skilled individual acting as the primary liaison to support NiCE CXone customers through custom deployment projects. • Engage with clients, stakeholders and internal team members to elicit, document, and prioritize business, functional, and system-level requirements for the development of Statements of Work (SOW) for Enterprise Customers. • Provide best practices consulting on the journey from premise to cloud solutions and stay involved through the onboarding process. • Assist with the solution life-cycle and ensure a seamless customer journey. • Have a strong command of CXone products and ecosystem and be responsible for configuration of CXone solutions based on customer requirements and industry best practices.

🎯 Requirements

• 3+ years of solution architecture experience • 3+ years of consulting or customer engagement experience • 3+ 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. • 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.

🏖️ Benefits

• Enjoy NiCE-FLEX! • 2 days working from the office and 3 days of remote work each week. • Opportunity for internal career growth across multiple roles, disciplines, domains, and locations.