Senior Solutions Architect

Summary

Join NICE, a global leader in customer experience solutions, as a Senior Solutions Architect/SME/Product and Practice Expert. This customer-facing role requires engaging clients in a consultative manner, leveraging expertise in industry standards and best practices within the contact center industry. Responsibilities include providing technical configurations, training, and guidance to customers, ensuring they achieve desired business outcomes. You will collaborate with internal teams, manage client relationships, and contribute to product development. The position also involves mentoring and coaching other employees. This role demands strong technical and business acumen, excellent communication skills, and a proven track record in customer engagement and quality management within contact centers.

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 Quality Management/Analysis in a call center environment
• Type of experience varies depending on Product Experts area of specialization
• Implementation: broad skills in both technology & analysis; experience in communicating at a technical and functional level while managing business rapport
• Business Optimization: deep skills around business analysis/contact centers; experience in the KPIs and best practices of contact centers and their operations
• Professional and confident public presence; experience in commanding large audiences as a trainer and/or speaker
• 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 CXone Mpower Quality Management
• 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 Agent products
• For the Agent product demonstrate a strong command of the required technical skills, tools and supporting technologies
• Serve in a consultative capacity with the CXone project team, driving a successful customer/partner engagement lifecycle, ensuring appropriate internal resources are engaged as needed
• 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