Lead Solutions Architect

🕒 il y a 26 jours

🇺🇸 États-Unis – Télétravail

⏰ Temps Plein

🟠 Senior

💻 Ingénieur Solutions

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NICE

Site WebLinkedInTous les Emplois

5001 - 10000 employés

Fondée en 1991

☁️ SaaS

🤖 Intelligence artificielle

📡 Télécommunications

SaaS • Artificial Intelligence • Telecommunications

NICE est un fournisseur leader de solutions d'automatisation du service client alimentées par l'IA, transformant les centres de contact en centres d'expérience client de classe mondiale. Leur plateforme CXone Mpower offre une automatisation complète des flux de travail du service client, intégrant agents humains et IA pour fournir des interactions client efficaces et personnalisées. Les offres de NICE comprennent l'IA pour l'expérience client, des solutions numériques et en libre-service, l'engagement et la gestion de la main-d'œuvre, ainsi que des plateformes de centres de contact entièrement basées sur le cloud. Ils sont reconnus comme un leader dans l'industrie des centres de contact en tant que service (CCaaS), fournissant des outils pour augmenter l'efficacité opérationnelle, l'engagement des employés et améliorer la satisfaction client.

Description

• 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.

🎯 Exigences

• 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

🏖️ Avantages

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