Solutions Architect (Contact Center)

TL;DR

Solutions Architect (Contact Center): Engaging customers in a consultative capacity to provide specialized expertise on contact center ecosystems and CXone products with an accent on business analysis, system configuration, and customer success. Focus on driving successful engagement lifecycles, managing client relationships at the executive level, and ensuring desired business outcomes through technical and functional guidance.

Location: Must be based in the USA (Remote)

Company

A global market leader in software solutions for customer experience, financial crime prevention, and public safety, serving over 25,000 businesses worldwide.

What you will do

• Provide technical configuration, best practice guidance, and customized training for CXone Agent products.
• Serve as a consultant to drive successful customer engagement lifecycles and ensure internal resource alignment.
• Perform business analysis, user needs assessment, and business systems design for assigned projects.
• Manage customer expectations and satisfaction to ensure long-term growth and ROI.
• Collaborate with product management to prioritize customer requirements and influence product roadmaps.
• Mentor and coach internal team members on product expertise and industry methodologies.

Requirements

• Must be based in the USA.
• Bachelor’s degree in a technical or business field or equivalent experience.
• 8+ years of customer engagement and industry experience.
• 1-3 years of experience in contact/call centers or technical support operations.
• 3-5+ years of experience with quality management or analysis in a call center environment.
• Strong consulting skills with the ability to align client goals with product solutions.

Culture & Benefits

• Work in a fast-paced, collaborative, and creative environment with a global team.
• Opportunities for continuous learning and internal career growth across multiple domains.
• Exposure to cutting-edge technologies including AI, cloud, and digital solutions.
• Participation in a market-leading organization serving Fortune 100 corporations.