Solutions Architect - Workforce Management

This 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, and in general, 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. 

Major Functions/Responsibilities: 

• ​This position is responsible for business and technical performance related to the CXOne Mpower Quality Management, with secondary responsibilities understanding the CX product suite 

TECHNICAL 

• Provide technical configuration, best practice guidance and customized training to customers for the CXOne Mpower Quality Management  
• 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 

PROJECT 

• Serve in a consultative capacity with the CXone project team, driving a successful customer/partner engagement lifecycle, ensuring appropriate internal resources are engaged as needed 
• Provide business analysis, business area assessment, user needs analysis and business systems design for assigned projects 

BUSINESS 

• Present a professional image in conduct, attitude and attire. 
• ​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 which ensure customer facing employees have the skills needed to appropriately represent our products with customers 
• 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 

Required Education, Experience, and Specific Job-Related Skills 

• ​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 above 
• 1-3 years of experience in Contact/Call Centers or Technical & Customer Support operations 
• 3-5+ years of experience with Quality Management/Analysis in a call center environment. 
• Type of experience varies depending on Product Experts area of specialization 
• Implementation: broad skills in both technology & analysis; experience in communicating at a technical and functional level while managing business rapport. 
• Business Optimization: deep skills around business analysis/contact centers; experience in the KPIs and best practices of contact centers and their operations. 
• Professional and confident public presence; experience in commanding large audiences as a trainer and/or speaker 
• Industry experience related to the specific product with understanding of technical and business needs from an implementation, technical or consultant practice 
• Strong consulting skill set to uncover, strategize, and align client goals and objectives with a product solution 
• Ability to display strong and commanding confidence as a product expert