Solutions Architect
7 days ago
Position Overview:
We are seeking a highly skilled and experienced Solutions Architect with specialized expertise in NICE CXOne and a strong focus on Artificial Intelligence (AI). The ideal candidate will play a pivotal role in designing, implementing, and optimizing customer experience solutions that leverage NICE CXOne's capabilities, with a focus on AI-driven innovations. This role requires a deep understanding of cloud contact center solutions, AI technologies, and the ability to translate business requirements into scalable technical solutions.
Key Responsibilities:
Solution Design and Architecture:
· Design end-to-end solutions using NICE CXOne, integrating AI technologies to enhance customer experience and operational efficiency.
· Collaborate with stakeholders to gather and analyze business requirements, translating them into technical specifications and solution designs.
· Architect scalable and resilient cloud-based contact center solutions leveraging NICE CXOne's full suite of tools, including AI-powered features like predictive analytics, virtual agents, and sentiment analysis.
AI Integration and Optimization:
· Implement and optimize AI-driven capabilities such as chatbots, voice bots, natural language processing (NLP), and machine learning (ML) models within the NICE CXOne platform.
· Leverage NICE CXOne's AI tools (e.g., Enlighten AI, Mpower, Interaction Analytics) to improve customer engagement and operational insights.
Technical Leadership:
· Serve as the technical expert and advisor for NICE CXOne implementations, ensuring best practices and adherence to industry standards.
· Provide guidance to development teams on integrating third-party AI tools and APIs with NICE CXOne.
· Collaborate with cross-functional teams, including developers, data scientists, and business leaders, to deliver seamless solutions.
Implementation and Support:
· Oversee the deployment and configuration of NICE CXOne solutions, ensuring alignment with architectural designs and business objectives.
· Troubleshoot and resolve technical issues, providing ongoing support and maintenance for deployed solutions.
· Conduct training sessions and workshops for internal teams and clients to ensure effective adoption of NICE CXOne and AI features.
Continuous Improvement:
· Stay updated on the latest NICE CXOne features, AI advancements, and industry trends to continuously enhance solution offerings.
· Identify opportunities for innovation and improvement in customer experience processes using AI and NICE CXOne capabilities.
Required Skills and Qualifications:
Technical Expertise:
· Proven experience as a Solutions Architect with a focus on NICE CXOne, including implementation, configuration, and optimization.
· Strong knowledge of AI technologies such as NLP, ML, predictive analytics, and chatbot frameworks.
· Hands-on experience with NICE CXOne AI tools (e.g., NICE Enlighten AI, Interaction Analytics) and other AI platforms.
Cloud and Integration Skills:
· Deep understanding of cloud-based contact center solutions and SaaS platforms.
· Proficiency in integrating NICE CXOne with third-party systems, APIs, and AI tools.
Analytical and Problem-Solving Skills:
· Ability to analyze complex business requirements and design innovative, scalable solutions.
· Strong troubleshooting and problem-solving skills, with a focus on delivering high-quality outcomes.
Soft Skills:
· Excellent communication and presentation skills to effectively convey technical concepts to non-technical stakeholders.
· Strong collaboration and teamwork abilities, with a customer-centric mindset.
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