Delivery Solution Architect

So, what's the role about?

The Delivery Solution Architect is a customer-facing role within the NICE EMEA Professional Services organization. This position provides consultative expertise, ensuring best‑practice delivery of NICE CXone solutions. Working closely with customers, internal teams, and product stakeholders, the role combines technical leadership, project guidance, and business engagement to support successful solution implementation and long-term customer value.

How will you make an impact?

Technical

• Review and document functional and non-functional requirements.
• Contribute to Statements of Work and validate Solution Design Documents from Pre‑Sales.
• Ensure seamless implementation of solution infrastructure and architecture.
• Present and support solution approaches and work plans for customers and delivery teams.
• Act as liaison between delivery teams and R\&D to resolve product issues.
• Define site setup requirements and deployment guidelines.
• Review and validate infrastructure and software requirements.
• Develop technical work plans, effort estimates, and risk mitigation strategies.
• Demonstrate strong mastery of technical tools and supporting technologies within the CXone product suite.

Project

• Support Project Managers and mentor Professional Services Engineers as needed.
• Serve as a technical consultant throughout the project lifecycle to ensure successful customer/partner engagements.

Business

• Maintain professional conduct and communication with customers and internal teams.
• Effectively manage customer relationships at both technical and project levels.
• Adhere to NICE policies and the company Code of Ethics.

Qualifications

• BS/BA in a technical field (CS/IS/EE) or equivalent experience.
• 5+ years of customer engagement and CX industry experience.
• 3+ years in Technical or Customer Support operations.
• 1–3 years of experience with NICE CXone products (preferred).
• Strong client-facing, documentation, presentation, and communication skills.

Have you got what it takes? 

Candidates without direct NICE CXone Experience exposure may be considered if they demonstrate strong, relevant experience in one or more of the following areas:

• Delivery or implementation experience with enterprise CCaaS platforms, such as:
• Genesys Cloud / Engage
• Amazon Connect
• Avaya Experience Platform (AXP)
• Cisco Contact Center solutions
• Hands-on experience with digital and omnichannel CX solutions, including chat, email, messaging, and social channels.
• Experience designing and delivering customer journeys and interaction orchestration.
• Understanding of IVR design, call routing logic, and self-service integration within enterprise contact center environments.
• Strong integration experience with CRM and backend systems using APIs or event-driven architectures.
• Demonstrated ability to rapidly learn new platforms and technologies.
• Experience delivering contact center or customer experience (CX) solutions.
• Solid understanding of cloud-based (SaaS) architectures.
• Experience with integrations using REST APIs and web services.
• Strong communication, stakeholder management, and documentation skills.

Candidates meeting the above criteria are expected to ramp up quickly on NICE CXone Experience through formal training, certifications, and project delivery.

You will have an advantage if you also have:

• NICE CXone certifications.
• Exposure to CX analytics, journey orchestration, or AI-driven CX solutions.
• Experience working in multi-region or regulated environments.

Enjoy NICE-FLEX! 

At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

Requisition ID: 9933.
Reporting into: Director, Client Services.
Role Type: Individual Contributor.

#LI-Hybrid