Senior Solutions Architect WFM/IEX
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/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, 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.
How will you make an impact?
TECHNICAL
This position is responsible for business and technical performance related to the CXone Mpower WFM/IEX, with secondary responsibilities understanding the CX product suite
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
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
Have you got what it takes?
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 WFM/IEX 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
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.
Apply To This Job
So, what’s the role all about?
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, 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.
How will you make an impact?
TECHNICAL
This position is responsible for business and technical performance related to the CXone Mpower WFM/IEX, with secondary responsibilities understanding the CX product suite
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
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
Have you got what it takes?
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 WFM/IEX 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
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.
Apply To This Job