Job Description

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 required