NICE - Solutions Architect

• 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 • 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 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