Solutions Architect

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.