Senior Solutions Architect
At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.
The Solutions Architect is a highly skilled, professional and technical individual acting as the primary liaison to support NiCE CXone customers through custom deployment projects. The Solutions Architect works 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.
The Solutions Architect will engage with clients early in the sales cycle, provide best practices consulting on the journey from premise to cloud solutions and stay involved through the onboarding process, assisting with the solution life-cycle and ensuring a seamless customer journey.
The Solutions Architect will have a strong command of CXone products and ecosystem and be responsible for both technical and business tasks including management of customer expectations and satisfaction and the configuration of CXone solutions based on customer requirements and industry best practices. The ideal candidate will have a strong foundation in AI and NLP technologies, with experience in designing scalable, customer-centric solutions.
How will you make an impact?
Client Leadership
Elicit solution requirements and objectives from clients and stakeholders and then break them down into functional requirements, including use cases, user stories, and acceptance criteria
Translate complex data sets into solution-oriented designs that address customer needs and business goals
Evaluate and incorporate relevant technologies, including Cognigy and other conversational AI platforms, into solution designs
Collaborate with cross-functional teams including Professional Services, Sales Engineering, and Account Executives to scope and deliver tailored solutions
Prepare and deliver presentations to clients and stakeholders in the form of solution approaches or overviews, impact assessments, and project readouts
Serve as the solution expert during the CXone pre-sales and implementation cycles, understanding Project Implementation methodologies such that you can ensure CXone delivers the right solution to the customer and that desired business outcomes are achieved
Technical Leadership:
Be able to speak to the capabilities of the CXone Product Suite
Provide technical architecture leadership, analysis, design, development and enhancement
Maintain expertise and currency in industry leading contact center technologies
Solution Leadership
Assist with the project management design of the end-to-end solution life-cycle
Have you got what it takes?
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
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
Experience in systems integration, process analysis and process diagramming
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
Develop a strong business and technical understanding of the NiCE product family
Proficiency in MS Office suite, including MS Visio (or other diagramming tool), and advanced MS Word, MS Excel and PowerPoint skills
Professional proficiency in French preferred
About NiCE
NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.
Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.
NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.