CX Solutions Architect & Client Success Strategist

NiCE; United States; On-site; USD 120,000 - 160,000; Full time

Job summary

NiCE is seeking a Solutions Architect / SME to engage customers in a consultative capacity and deliver specialized expertise around CXone Agent products and the broader CX product suite. You will drive customer outcomes, configure solutions, mentor teammates, and coordinate internal resources to ensure satisfaction and growth.

You will interact primarily by phone or WebEx, with occasional in-person sessions.

Qualifications

• BS/BA in technical or business field or equivalent work experience.
• 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 Quality Management/Analysis in a call center environment.
• Implementation: broad skills in both technology & analysis; communicating at a technical/functional level while managing business rapport.
• Business Optimization: deep skills around business analysis/contact centers; experience with KPIs and best practices.

Responsibilities

• Provide technical configuration, best practice guidance and customized training to customers for the CXOne Agent products.
• Assist customers to achieve desired business outcomes and ROI for implemented products.
• Engage internal product management organizations to ensure customer requirements are prioritized and incorporated into product roadmaps.
• Maintain expertise in industry-leading contact center methodologies, processes, and technologies surrounding 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.
• Present a professional image in conduct, attitude and attire.
• Communicate effectively with customers in and outside of NICE.
• Demonstrate ability to manage client relationships at Executive and Front Line Management levels.
• Consult NICE capabilities, available technologies, and solutions.
• Assist internal training to develop targeted product certification programs for customer-facing employees.
• Provide product leadership for internal product forums and external customer forums.
• Manage assigned case load in Salesforce to ensure customer SLAs are satisfied.

Skills

Consultative selling

CXone product knowledge

Solution architecture

Project leadership

Customer relationship management

Salesforce

Education

BS/BA in CS/IS/EE or business

Tools

Salesforce

WebEx

Job description

NiCE is seeking a Solutions Architect / SME to engage customers in a consultative capacity and deliver specialized expertise around CXone Agent products and the broader CX product suite. You will drive customer outcomes, configure solutions, mentor teammates, and coordinate internal resources to ensure satisfaction and growth.

You will interact primarily by phone or WebEx, with occasional in-person sessions.