EMEA CCaaS Implementation Solution Architect

Concentrix; Kirkwall; Remote; GBP 60,000 - 90,000; Full time

Job summary

A global technology leader is seeking an EMEA CCaaS Implementation Solution Architect. In this role, you will design, implement, and maintain CXone solutions, ensuring seamless communication. Candidates should have at least 7 years of experience, a relevant Bachelor's degree, and expertise in NICE CXone platforms. The position offers the opportunity to work remotely from the UK and is full-time in nature.

Qualifications

• 7 years of technology-related solutions delivery and/or integration consulting experience.
• NICE CXone certification(s).
• Experience working with large enterprise customers.

Responsibilities

• Define SOWs and review requirements while leading solution design.
• Engage in implementation projects overseeing design changes and outcomes.
• Develop and deliver technical Proofs of Concept.

Skills

Technical expertise in CXone platforms

Strong problem-solving skills

VoIP and SIP solutions

Professional fluency in English

Education

Bachelor's degree in engineering, computer science or MIS

Tools

MS Visio

Google Cloud

AWS

Microsoft Office (Excel, PowerPoint, Word, Teams, Outlook)

Job description

Overview

Job Title: EMEA CCaaS Implementation Solution Architect

Intelligence-fueled. The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent. The Concentrix Technical Products and Services team is the driving force behind Concentrix’s transformation, data, and technology services. We integrate world-class digital engineering, creativity, and a deep understanding of human behavior to find and unlock value through tech-powered and intelligence-fueled experiences. We combine human-centered design, powerful data, and strong tech to accelerate transformation at scale. You will be surrounded by the best in the world providing market leading technology and insights to modernize and simplify the customer experience. Within our professional services team, you will deliver strategic consulting, design, advisory services, market research, and contact center analytics that deliver insights to improve outcomes and value for our clients. Hence achieving our vision. Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year.

Join us and be part of this journey towards greater opportunities and brighter futures.

We are seeking a skilled and experienced CXone Lead Software Engineer to join our team. The ideal candidate will be responsible for designing, implementing, and maintaining CXone solutions to ensure seamless communication. This role requires deep technical expertise in CXone platforms, strong problem-solving skills, and a commitment to delivering high-quality solutions for our clients or organization.

Job Description Summary

Solutions Architect experienced in architecting CCaaS solutions that deliver outstanding Customer Experience and Business Success. Deep expertise in NICE CXone product suite required (Genesys CloudCX and/or Amazon Connect experience a plus), with an emphasis on customer-facing solutions delivery experience.

Key Responsibilities:

• Be one of the key responsible for defining SOWs.
• Review RFP/SOW requirements while leading solution design and delivering/refining solution completion estimates for the Sales Org.
• Define activities, steps and test points of a proposed solution and visualize in a project and implementation plan.
• Engage in implementation projects to follow up on design changes, outcome of solutions, etc.
• Make workflows, IVR designs and telecom connectivity layouts having proficiency in design tools such as MS Visio or Draw.io.
• Design, sizing VoIP solutions over internet or MPLS towards the NICE CXone VoIP and cluster framework.
• Provide technical product leadership within the EMEA Architecture and Development teams and throughout the Global Implementation Services organization both in person and remotely, as necessary.
• Provide technical product expertise during sales opportunities.
• Develop and deliver technical Proofs of Concept
• Develop and deliver technical presentations
• Build and configure demo scenarios in NICE CXone including ACD, IVR, outbound dialers, queuing, skilling, quality, ACD, Email, Web Messaging, and SMS and other digital channels

Key Qualifications:

• 7 years of technology related solutions delivery and/or integration consulting experience working with large enterprise customers
• A bachelor's degree in engineering, computer science or MIS, or equivalent experience.
• NICE CXone certification(s).
• Experience migrating to NICE CXone from other major CCaaS solutions a strong plus.
• Deep knowledge of contact center skills, including ACD, IVR, NLP, automated dialers, IVR, routing, queuing, VoIP, DID, call and screen recording, quality, Digital channels, Chat/speech Bots and SMS
• Experience working with AWS, Google Cloud, AI and ML, Speech services and Generative AI
• Experience on VoIP and SIP solutions and Telecom network in general. Includes good understanding the NICE CXone VoIP and cluster framework.
• Experience interacting with customers, senior-level personnel, and Team members
• Proficiency in Microsoft Office products including MS PowerPoint, MS Excel, MS Word, MS Teams, and MS Outlook.
• Professional level fluency in English required, further fluency in French, Spanish, and/or German a strong plus.

Location: UK, Work at Home, GB

Language Requirements:

Time Type: Full time

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