Solutions Architect
Core
Customer-facing Solutions Architect providing specialized expertise in contact center industry standards, best practices, and NICE CXone products to ensure customer business outcomes.
Role type
Senior Solutions Architect (Contact Center)
Builds
Customer engagement lifecycle, product configurations, and business analysis for CXone Agent products
Domain
Contact Center / Customer Experience (CX) / Telecommunications
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
consultative selling, technical configuration, business analysis, client relationship management, product roadmap alignment, training delivery, Salesforce case management, industry best practices, executive communication
Preferred skills
public speaking, large audience training, product leadership in forums, strategic consulting
Technologies
CXone Agent, Salesforce, WebEx, NICE product suite
Responsibilities
Provide technical configuration and best practice guidance for CXone Agent products; Assist customers to achieve desired business outcomes and ROI; Engage internal product management to prioritize customer requirements; Serve in a consultative capacity driving customer/partner engagement lifecycle; Provide business analysis and systems design for assigned projects; Manage assigned case load in Salesforce to ensure customer SLAs are satisfied
Seniority
Senior, hands-on IC with mentorship responsibilities