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About the role
Key responsibilities & impact- Elicit solution requirements and objectives from clients and stakeholders and then break them down into functional requirements, including use cases, user stories, and acceptance criteria
- Translate complex data sets into solution-oriented designs that address customer needs and business goals
- Collaborate with cross-functional teams including Professional Services, Sales Engineering, and Account Executives to scope and deliver tailored solutions
- Prepare and deliver presentations to clients and stakeholders in the form of solution approaches or overviews, impact assessments, and project readouts
- Serve as the solution expert during the CXone pre-sales and implementation cycles
Requirements
What you’ll need- 3+ years of solution architecture experience
- 3+ years of consulting or customer engagement experience
- 3+ years of contact center experience
- Proven experience in integration architecture and solution design
- Familiarity with AI and NLP technologies, preferably within the CX domain
- Ability to work across the full sales cycle, with a focus on pre-sales and solution scoping
- Experience with Cognigy or similar platforms is a plus
- Strong multi-tasking skills with the ability to adapt to shifting priorities, demands, and timelines between multiple technologies and tools across various clients
- Ability to translate solution functionality and opportunities into clear, precise and easy to read functional documentation
- Strong business acumen to quickly learn new solution processes and understand how technology supports the business in achieving revenue and profit goals
- Comfortable working in a fast paced, results-oriented environment
- Ability to work with remote customers and communicate using virtual communication tools
- Ability to manage deliverables across multiple projects and meet tight deadlines
Benefits
Comp & perks- Health insurance
- Professional development
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
solution architectureconsultingcustomer engagementcontact center experienceintegration architecturesolution designAI technologiesNLP technologiesfunctional documentationproject management
Soft Skills
multi-taskingadaptabilitybusiness acumencommunicationpresentation skillscollaborationproblem-solvingtime managementresults-orientedcustomer focus