Overview

EMEA CCaaS Implementation Solution Architect at Concentrix. Intelligence-fueled, technology and services leader delivering market-leading CX solutions. We deliver strategic consulting, design, advisory services, market research, and contact center analytics to improve client outcomes and value. This role focuses on architecting CCaaS solutions (NICE CXone preferred) to deliver exceptional customer experience and business success.

Job Description

Solutions Architect experienced in architecting CCaaS solutions that deliver outstanding Customer Experience and Business Success. Deep expertise in NICE CXone product suite is required; Genesys Cloud CX and/or Amazon Connect experience is a plus. Strong emphasis on customer-facing solution delivery.

Key Responsibilities

• Be one of the key persons responsible for defining Statements of Work (SOWs).
• Review RFP/SOW requirements while leading solution design and delivering/refining solution completion estimates for the Sales Organization.
• Define activities, steps and test points of a proposed solution and visualize in a project and implementation plan.
• Engage in implementation projects to follow up on design changes and solution outcomes.
• Create workflows, IVR designs, and telecom connectivity layouts using tools such as MS Visio or Draw.io.
• Design and size VoIP solutions over Internet or MPLS toward the NICE CXone VoIP and cluster framework.
• Provide technical product leadership within the EMEA Architecture and Development teams and throughout the Global Implementation Services organization, both in person and remotely as necessary.
• Provide technical product expertise during sales opportunities.
• Develop and deliver technical Proofs of Concept (PoCs).
• Develop and deliver technical presentations.
• Build and configure demo scenarios in NICE CXone including ACD, IVR, outbound dialers, queuing, skill routing, quality, ACD, Email, Web Messaging, SMS, and other digital channels.

Key Qualifications

• 7 years of technology-related solutions delivery and/or integration consulting experience with large enterprise customers.
• Bachelor’s degree in engineering, computer science, MIS, or equivalent experience.
• NICE CXone certification(s).
• Experience migrating to NICE CXone from other major CCaaS solutions is a strong plus.
• Deep knowledge of contact center skills: ACD, IVR, NLP, automated dialers, routing, queuing, VoIP, DID, call and screen recording, quality, digital channels, chat/speech bots, SMS.
• Experience with AWS, Google Cloud, AI/ML, Speech services, and Generative AI.
• Experience with VoIP and SIP solutions and telecom networks; understanding of NICE CXone VoIP and cluster framework.
• Experience interacting with customers, senior-level personnel, and team members.
• Proficiency in Microsoft Office products (PowerPoint, Excel, Word, Teams, Outlook).
• Professional level fluency in English; additional fluency in French, Spanish, and/or German is a plus.

Location

UK, Work at Home, GB

Language / Time Type

Language Requirements: English required; other languages a plus.

Time Type: Full time

Other

If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents. R1639637

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Engineering and Information Technology

Industries

• IT Services and IT Consulting