Manager Solutions Architecture

Services Remote, United States


Description

Manager - Solution Architecture - SME

 

Primary Purpose:

 

The Manager - Solution Architecture - SMEs is responsible for mentoring, developing and leading an in house & remote team of Solution Architects - SMEs.   The role supports the Solution Architects - SMEs in building long-term solutions with new and existing customers by being attentive to their immediate needs, proposing enhancements to product and/or services and leveraging appropriate company resources to address how clients can better interact with their customers using CXone technology products. The Manager - Solutions Architecture - SME helps the team achieve their goals of customer satisfaction results by focusing efforts on product feedback, enhancements, upgrades, and development.  This role reports to the Director - Solution Architecture - SME

 

Financial Responsibility:

 

Ensure that expenditures are acquired, reported and approved according to the company's purchasing, travel and expense policies

Tracking hours/Billing

 

Major Functions/Responsibility

 

  1. Lead and partner with other leaders to improve overall support and delivery experience; including but not limited to Customer Experience, Sales, Professional Services, etc.
  2. Identify and institute new functional roles, process improvement, technology requirements, and key performance indicators in advance of company and departmental maturity.
  3. Support the Sales/Service efforts with clients identifying areas in which they can use their existing CXone products more effectively.
  4. Managing the assignment of projects to the SME designee.
  5. Maintain and disseminate a working knowledge of competitive product lines to the SME team in order to leverage the technical strengths and weaknesses of the competitor's products to develop more qualified opportunities.
  6. Provides assistance and coaching to SMEs enabling them to proactively and effectively identify customer needs and overcome objections to proposed solutions by performing technical benefits assessment for customers and gaining detailed understanding of their environment.
  7. Oversee the development, administration and analysis of client satisfaction surveys on a regular basis.
  8. Ensure SMEs are tracking customer enhancement requests and delivering feedback to the product management team to best facilitate ideas and drive innovation for future product development.
  9. Responsible for monthly one-on-one meetings with individual team members as well as performance management compliance
  10. Provide leadership to individuals on team(s) through coaching, feedback, development goals, and performance management
  11. Prioritize, assign and manage department activities and projects in accordance with the Operations department's goals and objectives. Adjust hours of work, priorities and staff assignments to ensure efficient operation, based on workload
  12. Responsible for recruiting, hiring and terminations
  13. This position may require travel.
  14. Follow the company Code of Ethics and CXone policies and procedures at all times.
  15. Communicate in an effective and professional way with customers in and outside of CXone

     
    This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.

    This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.

 

 

Required Education, Experience, and Specific Job Related Skills

 

Education Requirement:

 

 

 

​Bachelors degree preferred.

 

Experience Requirement:

• 10+ years' professional experience in customer service, call/contact center and/or service delivery

• 5+ years' experience in building high performance teams in any one of the following areas:

• Implementation: broad skills in both technology & analysis; experience in communicating at a technical and functional level while managing business rapport.

• Business Optimization: deep skills around business analysis/call centers; experience in the KPIs and best practices of call centers and their operations.

• Education & Enablement: professional and confident public presence; experience in commanding large audiences as a trainer and/or speaker.

• Engineering Services: deep skills in specialized technical & functional areas; deeply technical expertise around software engineering, programming languages, integration, and/or databases.

• Desired personal profile: analytical, inquisitive, service & team-oriented, friendly demeanor, early adopter.

 

• Experience leading a remote team

 

Experience Preferred:

Prior consulting experience

 

 

 

 

 

 

 

 

 

 

 

 

NICE is committed to provide an environment based on equal opportunity for all qualified applicants and employees. It is the policy of NICE to afford equal employment opportunities to qualified individuals, regardless of age, race, color, creed, religion, citizenship, ancestry, national origin, sex, gender, pregnancy, mental or physical disability, marital status, veteran status, service in the Armed Forces, sexual or affectional orientation, atypical hereditary cellular or blood traits, genetic information, status as a victim of domestic or sexual violence, and/or any other status protected by any applicable federal, state and/or local statute or regulation.