Solutions Architect - NICE CXOne (AI Specialization)

Job Title: Solutions Architect - NICE CXOne (AI Specialization)

Location:

Job Type:

Education qualification and Certifications:

• Bachelor’s degree in computer science, Information Technology, or related field from a reputed university.
• Experience with CCaaS platforms like: NICE CXOne, Genesys CX, Amazon Connect, Sprinklr etc.
• 5+ years of experience in solutions architecture, with at least 2 years of hands-on experience with NICE CXOne and AI technologies.

Preferred Qualifications:

• NICE CXOne certifications (e.g., NICE CXOne Certified Implementation Expert).
• Experience with cloud platforms such as AWS, Azure, or Google Cloud, particularly in contact center environments.
• Experience with NICE Enlighten AI
• Familiarity with programming languages such as Python, JavaScript, or similar for AI and API integration.
• Background in customer experience (CX) strategy and design.

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, 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.