NiCE Solution Architect - SandcastleCX Practic
BogotaFull-TimeLeadOther
Skills
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
