Contact Center Solutions Architect

7 days ago

Sydney, New South Wales, Australia NICE Full time

At NICE, we strive for excellence in everything we do. As a customer-facing Professional Services Engineer, you will engage with clients in a consultative capacity and provide expert advice on NICE products, the contact center industry, and other related topics.

Job Overview

The Professional Services Engineer is a critical role that requires both technical and business skills. This position involves managing client expectations, configuring NICE products according to best practices and customer requirements, coordinating internal activities within NICE, tracking time and status within our systems, and performing other tasks necessary for project success.

Daily Responsibilities

  • Provide technical configuration and programming services as needed.
  • Develop process, data, and object models in various application and database environments.
  • Design, develop, and enhance databases, as well as manage changes to existing applications.
  • Lead technical architecture efforts, including analysis, design, development, and enhancement.
  • Maintain expertise in leading contact center technologies.

Project Management

  • Serve as a project manager, overseeing end-to-end system life cycle development of small to large-scale projects.
  • Develop project costing proposals, perform risk analysis, and manage change control.
  • Conduct business analysis, assess business areas, identify user needs, and design business systems for major projects.
  • Analyze costs and benefits, and prepare business cases for new projects.

Business Development

  • Present a professional image in conduct, attitude, and attire.
  • Assist in developing client information management standards and evaluating technology trends.
  • Contribute to business area assessment, user needs analysis, and business systems design.
  • Support comprehensive cost/benefit analysis and preparation of business cases for new projects.

Supervisory Responsibilities

  • Supervise junior staff or sub-contracted personnel during project life cycles.

Requirements

  • Bachelor's degree in a technical field (e.g., CS, IS, EE) or business field (e.g., Marketing, MIS), or equivalent work experience required.
  • MBA preferred.
  • 4+ years of professional experience beyond education requirements.
  • Type of experience varies depending on specialization:
  • Implementation: broad skills in technology and analysis; experience communicating at technical and functional levels while managing business relationships.
  • Business Optimization: deep skills in business analysis and call centers; experience with KPIs and best practices of call centers.
  • Education & Enablement: professional public presence; experience commanding large audiences as a trainer and/or speaker.
  • Engineering Services: deep technical skills in software engineering, programming languages, integration, and/or databases.
  • Desired personal profile: analytical, inquisitive, service-oriented, friendly demeanor, early adopter.

Bonus Experience

  • Prior consulting experience.

Compensation Package

We offer an attractive compensation package, estimated to be around $120,000 per year, based on experience and qualifications.

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