Solutions Engineer

• Act as the primary liaison to support NiCE CXone customers through custom deployment projects
• Elicit, document, and prioritize business, functional, and system-level requirements for Statements of Work for Enterprise Customers
• Engage with clients early in the sales cycle and provide best practices consulting from premise to cloud solutions
• Stay involved through the onboarding process, assisting with the solution life-cycle to ensure a seamless customer journey
• Manage customer expectations and satisfaction and configure CXone solutions based on customer requirements and industry best practices
• Assist with the development of business cases, project proposals, and SOWs as part of new business opportunity development
• Perform data, process, and fit/gap analysis to help stakeholders define the scope of new solutions
• Help inform and drive business process engineering and change management recommendations and planning
• Prepare and deliver presentations to clients and stakeholders in the form of solution approaches, impact assessments, and project readouts
• Serve as the solution expert during the CXone pre-sales and implementation cycles and ensure desired business outcomes are achieved
• Speak to the capabilities of the CXone Product Suite and assist with technical product configuration and scripting as required
• Assist with process, data and object modeling in various application and database environments
• Provide technical architecture leadership, analysis, design, development and enhancement
• Maintain expertise and currency in industry leading contact center technologies
• Assist with the project management of the end-to-end solution life-cycle
• Conduct comprehensive cost/benefit analysis and prepare solution cases for projects

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