Solutions Architect

Role

This is a customer-facing position chartered with engaging customers in a consultative capacity and providing specialized expertise around industry standards, best practices, competitive landscape, the contact center industry, and other contact center ecosystem topics. As a member of the CXone Services and Support organization, this position will be responsible for both technical and business tasks including managing customer expectations and satisfaction, recommending the ideal configuration for NICE products based on industry best practices and customer requirements, coordinating all the necessary internal resources, and in general, ensuring the customer's desired business outcomes are satisfied.

Client interaction will be done primarily over the phone and/or via WebEx, with face-to-face meetings as deemed necessary and/or appropriate. The Solutions Architect / SME will work both independently and in concert with the Services and Support teams. Together, these teams are responsible to ensure both customer longevity and systematic growth. This person is also an organizational leader and is expected to serve as a mentor and coach to employees supporting our products.

Impact

This position is responsible for business and technical performance related to the CXOne Agent products, with secondary responsibilities understanding the CX product suite.

Technical Responsibilities

• Provide technical configuration, best practice guidance and customized training to customers for the CXOne Agent products
• 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

Project Responsibilities

• 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

Business Responsibilities

• 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

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 related experience