Lead Solutions Architect

🕒 vor 26 Tagen

🇺🇸 Vereinigte Staaten – Remote

⏰ Vollzeit

🟠 Senior

💻 Lösungsingenieur

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Lebenslauf hochladen

NICE

WebsiteLinkedInAlle Stellen

5001 - 10000 Mitarbeiter

Gegründet 1991

☁️ SaaS

🤖 Künstliche Intelligenz

📡 Telekommunikation

SaaS • Artificial Intelligence • Telecommunications

NICE ist ein führender Anbieter von KI-gestützten Automatisierungslösungen für den Kundenservice und verwandelt Contact Center in erstklassige Customer-Experience-Zentren. Die Plattform CXone Mpower bietet eine durchgängige Automatisierung von Service-Workflows und integriert menschliche und KI-Agenten, um effiziente und personalisierte Kundeninteraktionen zu ermöglichen. Das Portfolio von NICE umfasst AI for Customer Experience, digitale und Self-Service-Lösungen, Workforce Engagement und -Management sowie vollständige cloudbasierte Contact-Center-Plattformen. NICE gilt als führend in der Contact Center as a Service (CCaaS)-Branche und stellt Tools für höhere operative Effizienz, mehr Mitarbeiterengagement und gesteigerte Kundenzufriedenheit bereit.

Beschreibung

• 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.

🎯 Anforderungen

• 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

🏖️ Vorteile

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