About the job
At NICE, we embrace challenges without limits. Our ambition drives us to redefine standards and elevate performance. If you share our passion for excellence and innovation, we invite you to explore a career opportunity that ignites your potential.
What does the role entail?
This is a pivotal customer-facing role designed to engage clients through a consultative approach, offering specialized insights into industry standards, best practices, and the competitive landscape of the contact center ecosystem. As a key member of the CXone Services and Support team, you will be responsible for a range of technical and business tasks, including managing customer expectations and satisfaction, recommending optimal configurations for NICE products, and ensuring that our clients achieve their desired business outcomes.
Client interactions will primarily occur via phone and Teams, with in-person meetings as appropriate. The Solutions Architect/SME will work autonomously and collaboratively with the Services and Support teams to promote customer retention and systematic growth. Additionally, you are expected to be a leadership figure, mentoring and coaching team members who support our products.
How will you contribute?
- This role is accountable for the business and technical performance of the CXOne WFM/IEX products, while also gaining familiarity with the broader CX product suite.
Technical Responsibilities:
- Deliver technical configurations, best practice guidance, and tailored training for clients using CXOne WFM/IEX products.
- Assist customers in achieving their business objectives and ROI from implemented solutions.
- Collaborate with internal product management to ensure customer needs are prioritized in product development.
- Stay current with leading methodologies, processes, and technologies in the contact center industry.
