NICE Solutions Architect 

Australia, New South Wales, Sydney 

249286727

Senior Digital Solutions consultant / SME

Financial Responsibility:

• Services Overhead

Major 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 products
• Engage internal product management organizations as necessary to ensure customer requirements are prioritized and incorporated into product roadmaps
• Maintain expertise and currency in industry leading contact center methodologies, processes, and technologies surrounding the use of [assigned domain] products
• For 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 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

Required 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 Preferred​
• 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 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 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