Senior Solutions Architect

Summary

Join NICE, a leading software company, as a Senior Digital Solutions Consultant/SME. This customer-facing role requires engaging clients, providing specialized expertise in contact center technology and best practices, and recommending optimal NICE product configurations. Responsibilities include technical configuration, project management, business analysis, and client relationship management. You will mentor team members and contribute to internal product development. The ideal candidate possesses a BS/BA in a technical or business field, extensive customer engagement experience, and proven expertise in digital software solutions. NICE offers a dynamic work environment and opportunities for professional growth.

Requirements

• BS/BA in technical (e.g., CS/IS/EE) or business (e.g., Marketing/MIS) field or equivalent work experience required
• 8+ years of customer engagement and industry experience beyond education requirements above
• 1-3 years of experience in Contact/Call Centers or Technical & Customer Support operations
• 3-5+ years of experience with Digital Software (chat, email, SMS, AI/bots)
• Industry experience related to the specific product with understanding of technical and business needs from an implementation, technical or consultant practice
• Strong consulting skill set to uncover, strategize, and align client goals and objectives with a product solution
• Ability to display strong and commanding confidence as a product expert

Responsibilities

• Provide technical configuration, best practice guidance and customized training to customers for the [assigned domain] product family
• Assist customers to achieve desired business outcomes and ROI for implemented products
• Engage internal product management organizations as necessary to ensure customer requirements are prioritized and incorporated into product roadmaps
• Maintain expertise and currency in industry leading contact center methodologies, processes, and technologies surrounding the use of [assigned domain] products
• For the [assigned domain] demonstrate a strong command of the required technical skills, tools and supporting technologies
• Serve in a project management capacity, driving a successful customer/partner engagement lifecycle, ensuring appropriate internal resources are engaged as needed
• Develop costing proposals for projects, perform risk analysis, and manage change control
• Provide business analysis, business area assessment, user needs analysis and business systems design for assigned projects
• Present a professional image in conduct, attitude and attire
• Communicate in an effective and professional way with customers in and outside of NICE
• Demonstrate ability to manage client relationships at the Executive and Front Line Management level
• Consult NICE capabilities, available technologies, and solutions
• Assist internal training department to develop targeted product certification programs which ensure customer facing employees have the skills needed to appropriately represent our products with customers
• Provide product leadership for internal product forums and external customer forums
• Manage assigned case load in Salesforce to ensure customer SLAs are satisfied
• Always follow the company Code of Ethics and NICE policies and procedures

Preferred Qualifications

MBA Preferred