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
