Solutions Architect

Overview

Solutions Architect is a customer-facing role providing technical and business expertise for NICE CXone Agent products and related contact center topics.

What you'll do

• Engage customers in a consultative capacity and manage customer expectations and satisfaction.
• Recommend ideal configurations for NICE products based on industry best practices and customer requirements.
• Provide technical configuration guidance, best-practice guidance, and customized training for CXone Agent products.
• Coordinate internal resources to ensure customers achieve desired business outcomes and ROI.
• Maintain expertise in contact center methodologies, processes, and technologies supporting Agent products.
• Serve in a consultative capacity with the CXone project team and drive the customer/partner engagement lifecycle.

What you'll need

• BS/BA in technical or business field, or equivalent work experience is required.
• 8+ years of customer engagement and industry experience beyond education requirements is required.
• 1-3 years of experience in Contact/Call Centers or Technical & Customer Support operations is required.
• 3-5+ years of experience with Quality Management/Analysis in a call center environment is required.
• Experience communicating at both technical and functional levels while managing business rapport is expected.
• Strong consulting skill set to align client goals and objectives with a product solution is expected.

Details

• Client interaction is primarily via phone and/or WebEx, with face-to-face meetings as deemed necessary.
• Work is remote (USA - Remote).