NiCE Solution Architect - SandcastleCX Practic

At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.

TTEC Digital is seeking a Pre-sales Solution Architect to join our SandcastleCX team.

This is a remote role based in North America.

We currently have a need to hire an experienced Pre-sales/Solution Architect focused on

Nice CXone technologies. Your role is that of a technical subject matter expert supporting

pre and post sale proof of concept customer engagements featuring NiCE technologies in

combination with other customer experience platforms and technologies.

The SandcastleCX program is designed to go beyond a demo or traditional sandbox. We

provide a dedicated and custom-built cloud environment enabling clients to explore CX

technologies like CCaaS, CRM, AI, Analytics, and proprietary IP. Customers can validate

integrations, workflows, and platform capabilities in a live, configurable environment. They

can also experience the solution in action before committing to full deployment with expert

guidance from a TTEC Digital expert Architect.

Your knowledge and experience in NiCE CXone, Cognigy AI, WFM, Knowledge and Copilot,

Quality Management, Voice and Digital Channel capabilities, Analytics, Generative AI,

journey orchestration, Conversational AI, and Virtual Agent solutions space will be the key

for success. This is a hands-on, highly technical role for resources who have experience

and are skilled in both business and technical consulting. We offer a highly competitive

compensation package that includes a base salary and quarterly upside earning potential.

What you will be doing:

• Participate in pre and post-sales SandcastleCX engagements • including:

• Customer requirements gathering and design and documentation.

• Define and aid with the acquisition of dedicated technology stacks for use in a SandcastleCX engagements.

• Coordination and planning of ongoing customer enablement sessions encompassing existing and new platform feature demonstrations and exploration.

• Identification of cross-sell/up-sale opportunities.

• Build and prove out critical and key use cases ◦ with customers.

• Help to resolve customer objections and infuse confidence by de-risking the implementation or cloud migration project.

• Maintain expertise in CX and related technologies, TTEC Digital IP, and TTEC Digital services offerings, including:

• Contact center and IP telephony technologies from various partners.

• Customer Relationship Management (CRM)solutions focusing on Microsoft Dynamics CRM.

• Ai and Analytics capabilities from our internal offerings and various partners.

• Pre-Sales Strategic Business Consulting engagements

• TTEC Digital IP solutions such as Smart Apps, Interaction Sync, and AI Gateway

• TTEC Digital Managed Services solutions

• TTEC Digital pre-packaged service offerings

• TTEC Digital Support offerings.

• TTEC Digital Hosted offerings, such as Azure and hosted applications / platforms.

• Network and system infrastructure offerings including core systems deployment and network assessments.

• Maintain knowledge of competing technologies and Competitive Intelligence (CI)

• information that is released by TTEC Digital vendors as well as generated in-house.

What skills and experience you will bring

• 10+ years of experience in technical pre-sales, solutions engineering, or contact center consulting.

• Bachelor's degree in computer science, Engineering, or related field (or equivalent experience)

• 5 or more years' experience in NICE CXone and UC environments.

• Certified in CXone ACD/IVR, DFO, QM, CXone WFM, Interaction Analytics, and Cognigy (Preferred)

• Broader experience with Telco and contact center platforms (Genesys, Avaya, Cisco, Five9, or similar) architectures for complex business needs.

• Experience with Omilia and Cognigy highly desired

• Experience with CRMs and integrations (Salesforce, ServiceNow, Microsoft Dynamics)

• Network infrastructure experience.

• Experience creating and presenting to executive level stakeholders (technical and nontechnical).

• Proven ability to create technical architecture diagrams using tools like Lucidchart, and customer presentations using Microsoft Powerpoint.

• Extensive experience building demos or POCs for enterprise customers

• Ability to think critically and logically articulate technical recommendations into customer business value – both verbally and through compelling presentations and proposals

• Excellent communication skills with the superpower to translate complex technical concepts to a variety of audiences

• Team Player

• Desire to work in a fast-paced environment.

• Ability to travel up to 30% for Customer and Partner meetings

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