Senior Solution Architect

At NICE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.

So, what’s the role all about?

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 Lead Solution 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 Pr. SA 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 Pr. SA 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. Ideal candidates need to have a consultative approach, be customer facing, effective communicators, and be willing to travel nationally.

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
• Assist with the development of business cases, project proposals, and SOWs as part of new business opportunity development
• Perform data, process, and fit/gap analysis to help stakeholders define the scope of new solutions
• Help inform and drive business process engineering and change management recommendations and planning
• 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 Customer Centric Selling and Project Implementation methodologies such that you can ensure CXone delivers the right solution to the customer and that desired business outcomes are achieved (greatest ROI)

Technical Leadership:

• Be able to speak to the capabilities of the CXone Product Suite
• Assist with technical product configuration and scripting as required
• Assist with process, data and object modeling in various application and database environments
• 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 of the end-to-end solution life-cycle
• Conduct comprehensive cost/benefit analysis and prepare solution cases for projects

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Have you got what it takes? 

• 5+ years of solution architecture experience
• 5+ years of consulting or customer engagement experience
• 5+ years of contact center experience
• Successful track record in best-of-class solutions with a portfolio of strong work examples
• Analytically minded with strong interpersonal, presentation, project management, problem solving, and communication skills
• 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
• Experience with iterative/phase-based project management approaches
• Ability to visually communicate process/system requirements and recommendations in the form of cross-functional process flow and data flow diagrams
• 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 inContact product family
• Technical Project Management experience leading implementations in a SaaS environment
• Proficiency in MS Office suite, including MS Visio (or other diagramming tool), and advanced MS Word, MS Excel and PowerPoint skills

What’s in it for you?

Join an ever-growing, market-disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr!

Enjoy NICE-FLEX!

At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

#LI-Hybrid

About NICE 

NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NICE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NICE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

NICE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation, or any other category protected by law. 

Requisition ID: 4931
Reporting into: Director, Solutions Architecture Cx

Role Type: Individual Contributor