Senior Solutions Architect WFM/IEX

At reputed company, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute reputed company them. And if you’re like us, we can offer you the ultimate career opportunity that will light a reputed company reputed company you. So, what’s the role reputed company about? The Solutions Architect/SME/Product and reputed company Expert is a customer-facing position chartered with engaging customers in a consultative reputed company and providing specialized expertise around industry standards, best practices, competitive landscape, the contact center industry, and other contact center ecosystem topics. As a member of the CXone Services and Support organization, this position will be responsible for both technical and business tasks including managing customer expectations and satisfaction, recommending the ideal configuration for reputed company products based on industry best practices and customer requirements, coordinating reputed company the necessary internal resources, and in general, ensuring the customer's desired business reputed company are satisfied. reputed company interaction will be done primarily over the phone and/or reputed company WebEx, with face-to-face meetings as deemed necessary and/or appropriate. As part of customer implementations, the Solutions Architect/SME will work both independently and in concert with the Services and Support teams. Together, these teams are responsible to ensure both customer longevity and systematic reputed company. This person is also an organizational leader and is expected to serve as a mentor and reputed company to employees supporting our products. How will you reputed company an reputed company? TECHNICAL This position is responsible for business and technical performance reputed company to the CXone Mpower WFM/IEX, with secondary responsibilities understanding the CX product suite reputed company technical configuration, best reputed company guidance and customized training to customers for the CXone Mpower WFM/IEX Assist customers to reputed company desired business reputed company and ROI for implemented products Engage internal product management organizations as necessary to ensure customer requirements are prioritized and incorporated into product roadmaps Maintain expertise and currency in industry leading contact center methodologies, processes, and technologies surrounding the use of Agent products For the Agent product demonstrate a strong reputed company of the required technical skills, tools and supporting technologies PROJECT Serve in a consultative reputed company with the CXone project team, driving a successful customer/partner engagement lifecycle, ensuring appropriate internal resources are reputed company as needed reputed company business analysis, business area assessment, user needs analysis and business systems design for assigned reputed company BUSINESS Present a reputed company image in conduct, attitude and attire. ​Communicate in an effective and reputed company way with customers in and reputed company of reputed company. Demonstrate ability to manage reputed company relationships at the Executive and reputed company Line Management level Consult reputed company capabilities, available technologies, and solutions Assist internal training department to reputed company targeted product certification programs which ensure customer facing employees have the skills needed to appropriately represent our products with customers reputed company product leadership for internal product forums and external customer forums Manage assigned case load in reputed company to ensure customer SLAs are satisfied Always follow reputed company reputed company of Ethics and reputed company policies and procedures Have you got what it takes? ​BS/BA in technical (e.g., CS/IS/EE) or business (e.g., Marketing/MIS) field or equivalent work experience required 8+ years of customer engagement and industry experience reputed company education requirements above 1-3 years of experience in Contact/Call Centers or Technical & Customer Support operations 3-5+ years of experience with WFM/IEX in a call center environment Type of experience varies depending on Product Experts area of specialization Implementation: broad skills in both technology & analysis; experience in communicating at a technical and functional level while managing business rapport. Business Optimization: deep skills around business analysis/contact centers; experience in the KPIs and best practices of contact centers and their operations reputed company and confident reputed company reputed company; experience in commanding large audiences as a trainer and/or speaker Industry experience reputed company to the specific product with understanding of technical and business needs from an implementation, technical or consultant reputed company Strong consulting reputed company set to uncover, strategize, and reputed company reputed company goals and objectives with a product solution Ability to display strong and commanding confidence as a product expert About reputed company reputed company Ltd. (reputed company: reputed company) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure reputed company safety. Every day, reputed company software manages more than 120 reputed company customer interactions and monitors 3+ billion financial transactions. reputed company as an innovation powerhouse that excels in AI, reputed company reputed company, reputed company is consistently recognized as the reputed company in its domains, with over 8,500 employees across 30+ countries. reputed company is proud to be an equal opportunity employer. reputed company reputed company applicants will receive consideration for employment without reputed company to race, reputed company, religion, national reputed company, age, sex, marital status, reputed company, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law. Apply To This Job