CX Solution Architect

So, what’s the role about?  

As a Portfolio Presales Solution Architect, you will be at the centre of designing Customer Experience solutions across the NiCE portfolio integrated with Enterprise platforms across CRM, ERP and more. You will bridge business needs with technical realities by defining integrations, ensuring scalability/security, and leading teams through pre-sales design focusing heavily on AI, automation, and customer experience to meet business goals. You will also play a pivotal role in the handover between sales and service teams to ensure a flawless execution during the delivery phase of any customer project. 

How will you make an impact?  

• Pre-Sales Leadership: Engage with clients, analyse requirements, create proposals, and present solutions, often involving RFPs/RFIs.  
• Solution Design: Architect end-to-end CX/CCaaS systems, map current state to target architectures, defining technology stacks, integrations (telephony, CRM, AI), data flows, and security.
• Documentation & Standards: Develop solution blueprints, architectural documents, integration maps, security models, data flows, reference architectures, BoMs and ensure adherence to standards.
• Stakeholder & Team Collaboration: Work with sales, IT, product, and delivery teams, and manage client relationships.
• Implementation Oversight: Guide development, manage migrations, provide technical leadership, and act as an escalation point.
• Innovation: Stay current with trends, technology advancements, and act as a thought leader both internally and externally.   

Have you got what it takes? 

• Experience in pre‑sales solution architecture or enterprise architecture for cloud/SaaS solutions.
• Deep Technical expertise in CX/CCaaS (e.g., NICE CXone or comparable), AI/automation platforms (e.g., Cognigy or equivalent) and CRM/ITSM/ERP integrations.
• Experience solutioning integrations between CX/CCaaS platforms and AI services, automation tools, or adjacent customer systems through hands-on design/build
• Fluency with identity provisioning (SSO: SAML/OIDC; SCIM), API design, eventdriven integration, and secured data movement. 
• Solid knowledge in AWS/Azure/GCP; understanding of networking, resiliency, observability and cost drivers.
• Strong analytical, problem-solving, leadership communication skills and the ability to translate business and technical requirements into platform designs
• Ability to translate complex business needs into technical designs and ROI.
• Proficiency with Agile methodologies and enterprise governance.
• Expertise Detailed knowledge in enterprise security and compliance (ISO 27001, SOC 2, GDPR), including data residency, encryption (at rest/in transit), and key management; supporting public sector/regulated requirements and partnering on risk assessments to drive clear, defensible architecture decisions. 

Requisition ID: 10351

Reporting into: Manager, Portfolio Presales

Job type: Individual contributor.

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