Senior Solutions Architect (WFM/IEX)

TL;DR

Senior Solutions Architect (WFM/IEX): Designing and optimizing contact center workforce management solutions for CXone Mpower with an accent on industry best practices and technical configuration. Focus on driving customer business outcomes, coordinating internal resources, and aligning client goals with product capabilities.

Location: Remote (USA)

Company

hirify.global is a NASDAQ-listed innovation powerhouse in AI, cloud, and digital, providing software for customer experience, financial crime prevention, and public safety to over 25,000 global businesses.

What you will do

• Provide technical configuration, best practice guidance, and customized training for CXone Mpower WFM/IEX.
• Drive successful customer engagement lifecycles by providing business analysis and systems design.
• Engage internal product management to ensure customer requirements are incorporated into product roadmaps.
• Manage client relationships at Executive and Front Line Management levels.
• Serve as a mentor and coach to employees supporting hirify.global products.
• Manage case load in Salesforce to ensure customer SLAs are satisfied.

Requirements

• BS/BA in a technical (CS/IS/EE) or business (Marketing/MIS) field or equivalent experience.
• Must be based in the USA.
• 8+ years of customer engagement and industry experience.
• 3-5+ years of experience with WFM/IEX in a call center environment.
• 1-3 years of experience in Contact/Call Centers or Technical & Customer Support operations.
• Strong consulting skill set and experience commanding large audiences as a trainer or speaker.

Culture & Benefits

• Opportunity to work for a recognized market leader in AI and cloud software.
• Remote work flexibility.
• Inclusive environment as an equal opportunity employer.
• High-performance culture that encourages challenging limits and achieving the highest standards.