[Hiring] Senior Solutions Architect WFM/IEX @NICE

Role Description

The Solutions Architect/SME/Product and Practice Expert 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
• 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. As part of customer implementations, 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.

Qualifications

• 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 industry experience beyond education requirements
• 1-3 years of experience in Contact/Call Centers or Technical & Customer Support operations
• 3-5+ years of experience with WFM/IEX in a call center environment
• Type of experience varies depending on Product Experts area of specialization
• Professional and confident public presence; experience in commanding large audiences as a trainer and/or speaker
• Strong consulting skill set to uncover, strategize, and align client goals and objectives with a product solution

Requirements

• Provide technical configuration, best practice guidance and customized training to customers for the CXone Mpower WFM/IEX
• 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
• Serve in a consultative capacity with the CXone project team, driving a successful customer/partner engagement lifecycle
• Provide business analysis, business area assessment, user needs analysis and business systems design for assigned projects
• 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
• 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

Benefits

• Competitive salary
• Comprehensive health benefits
• Retirement savings plan
• Opportunities for professional development

Company Description

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
• Over 8,500 employees across 30+ countries