Solutions Architect
4 months ago
At NICE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.
Senior Digital Solutions consultant / SME
The Solutions Consultant is a customer-facing position chartered with engaging customers in a consultative capacity and providing specialized expertise around industry standards, best practices, competitive landscape, the contact center industry, and other contact center ecosystem topics. This position will be responsible for both technical and business tasks including managing customer expectations and satisfaction, recommending the ideal configuration for NICE products based on industry best practices and customer requirements, coordinating all the necessary internal resources, and in general, ensuring the customer's desired business outcomes are satisfied.
Client interaction will be done primarily over the phone and/or via WebEx, with face-to-face meetings as deemed necessary and/or appropriate. This person will work both independently and in concert with the Sales and Services team. Together, these teams are responsible to ensure both customer longevity and systematic growth. The person is also an organizational leader and is expected to serve as a mentor and coach to employees supporting our reporting products.
Financial Responsibility:
Services OverheadMajor Functions/Responsibilities:
This position is responsible for business and technical performance related to [assigned domain], with secondary responsibilities understanding the CX product suite.TECHNICAL
Provide technical configuration, best practice guidance and customized training to customers for the [assigned domain] product family.Assist customers to achieve desired business outcomes and ROI for implemented productsEngage internal product management organizations as necessary to ensure customer requirements are prioritized and incorporated into product roadmapsMaintain expertise and currency in industry leading contact center methodologies, processes, and technologies surrounding the use of [assigned domain] productsFor the [assigned domain] demonstrate a strong command of the required technical skills, tools and supporting technologies.PROJECT
Serve in a project management capacity, driving a successful customer/partner engagement lifecycle, ensuring appropriate internal resources are engaged as needed.Develop costing proposals for projects, perform risk analysis, and manage change control.Provide business analysis, business area assessment, user needs analysis and business systems design for assigned projects.BUSINESS
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 levelConsult NICE capabilities, available technologies, and solutionsAssist internal training department to develop targeted product certification programs which ensure customer facing employees have the skills needed to appropriately represent our products with customersProvide product leadership for internal product forums and external customer forumsManage assigned case load in Salesforce to ensure customer SLAs are satisfiedAlways follow the company Code of Ethics and NICE policies and proceduresRequired Education, Experience, and Specific Job-Related Skills
BS/BA in technical (e.g., CS/IS/EE) or business (e.g., Marketing/MIS) field or equivalent work experience required.MBA Preferred8+ years of customer engagement and industry experience beyond education requirements above1-3 years of experience in Contact/Call Centers or Technical & Customer Support operations3-5+ years of experience with Digital Software (chat, email, SMS, AI/bots)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 practiceStrong consulting skill set to uncover, strategize, and align client goals and objectives with a product solutionAbility to display strong and commanding confidence as a product expert-
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