Solutions Architect @NICE Ltd.

Overview

This role involves engaging customers in a consultative capacity while providing specialized expertise around industry standards, best practices, and the contact center ecosystem. It is part of the CXone Services and Support organization, responsible for both technical and business tasks to ensure customer satisfaction and desired business outcomes.

Key Responsibilities

• Provide technical configuration, best practice guidance, and customized training for CXOne Agent products.
• Assist customers in achieving business outcomes and ROI for implemented products.
• Engage with internal product management to ensure customer requirements are prioritized.
• Maintain industry expertise related to contact center methodologies and technologies.
• Serve consultatively with the CXone project team to drive successful customer engagements.
• Conduct business analysis and user needs assessments for assigned projects.
• Manage client relationships and communicate effectively with customers.
• Assist in developing product certification programs and engage in both internal and external forums.
• Manage assigned case load in Salesforce to meet customer SLAs.

Requirements

• BS/BA in a technical or business field or equivalent work experience.
• 8+ years of customer engagement and industry experience.
• 1-3 years of experience in Contact/Call Centers or Technical & Customer Support.
• 3-5+ years of experience with Quality Management/Analysis in a call center environment.
• Strong consulting skills and ability to align client goals with product solutions.
• Professional public presence with experience as a trainer or speaker.

Benefits

Join a collaborative environment with opportunities for learning and career growth across multiple roles and domains within a global company.

Location

USA - Remote

How to Apply

Please submit your application through the company career page.