Solutions Architect

Summary

Join NICE, a leading software company, as a Solutions Architect/SME/Product and Practice Expert. This customer-facing role involves providing specialized expertise in industry standards and best practices within the contact center industry. You will manage customer expectations, recommend optimal NICE product configurations, coordinate internal resources, and ensure customer satisfaction. The position requires strong technical and business skills, including experience with CRM software and contact center operations. You will work collaboratively with internal teams and serve as a mentor to colleagues. This role demands a professional demeanor, excellent communication skills, and the ability to present to large audiences.

Requirements

• BS/BA in technical (e.g., CS/IS/EE) or business (e.g., Marketing/MIS) field or equivalent work experience
• 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 CRM Software (chat, email, SMS, AI/bots, voice)
• 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 Agent 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 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