NiCE Solutions Architect NEW

Ellison Coast Limited
Contact Centre Solutions Architect Role overview

You’ll work directly with clients to capture requirements and design the right contact centre technology solutions to meet their business challenges. Acting as a trusted technical advisor, you’ll articulate solutions and business value through clear client-facing documentation, run workshops and technology showcases, and support the sales community on key deals.

Key responsibilities

• Capture client requirements and architect appropriate technology solutions
• Produce clear, concise client-facing documentation that articulates business value
• Conduct workshops and showcases to demonstrate the value of proposed solutions
• Use vendor pricing and design tools, collaborating with internal stakeholders on commercial elements
• Build and maintain strong relationships with clients and internal teams as a trusted advisor
• Act as subject matter expert on NICE CXone Mpower – positioning its AI powered capabilities, omnichannel routing, workforce engagement management (WEM), and analytics to clients at all levels
• Develop and nurture peer relationships with key partners, with particular focus on NICE as a strategic contact centre partner
• Stay current with emerging technologies and trends, and contribute to proposition development
• Mentor team members and contribute to design best practice

Skills & experience required

• Strong client facing and stakeholder relationship skills across all levels
• Excellent communication skills – able to listen, understand and tailor messaging to the audience
• Confident articulating solutions and business value, verbally and in writing
• Thorough understanding of contact centre technologies, including ACD, IVR, WFO, CTI and multi channel
• Experience designing or deploying contact centre solutions
• Knowledge of NICE CXone Mpower (AI powered omnichannel routing, WEM, real time analytics) highly desirable; Cisco Contact Centre experience desirable
• Familiarity with the NICE partner ecosystem and ability to position NICE alongside complementary technologies such as Cisco
• Strong analytical, problem solving and independent judgement skills
• Attention to detail, numerate, with negotiation and report creation abilities