CCaaS Solutions Architect; CXone

Overview

Natilik is a Global Technology Solutions Partner.

Our mission continues to be two-fold; growing a brand that is seen as the industry’s ‘Confident Guide’ sat between the vendors who make technology, and our clients who want to use it to help deliver the outcomes most important to them. We offer products, services, platforms, applications, and expertise to help. We also want to continue to build a business that we can be proud of, with a focus on five stakeholders: clients, people, partners, communities, and shareholders;

putting our people at the heart of everything we do. From the small and simple, to the large and complex, we want a life-long partnership, a company our clients and employees can rely on.

There has never been a more exciting time to take a step into the world of digital transformation, and we’re looking for individuals to confidently guide our clients on their journey.

The Role

Our Solution Architects work closely with the Sales community to workshop and design detailed technical solutions. The primary value of this role is to understand a client’s existing technical landscape and to understand their desired outcomes and build a detailed technical solution which meets the identified business objectives, engaging with clients and prospects to generate positive interest in the technologies we are working with and the business benefits that can be gained from the investment in these technologies.

On a day to day basis, our Solutions Architect will:

• Conduct workshops and technology showcases to demonstrate business value of proposed solutions
• Clearly articulate solutions and business value through client meetings and detailed, clear and concise client facing documentation
• Competently use vendor pricing & design tools, working alongside internal stakeholders on commercial elements of proposed solutions
• Maintain great relationships with clients and internal stakeholders, acting as a trusted technical solutions advisor
• Share insight and knowledge where appropriate, helping to grow the overall knowledge of the team and ultimately improve Natilik’s overall technical capabilities
• Collaborate directly with clients and clearly capture their requirements to enable you to architect and design the correct low to medium complexity technology solution to meet their business challenges.

We are seeking an experienced Contact Centre Solution Architect with a strong background in NICE CXone and the broader NICE AI-powered CX platform.

While we recognise the breadth of the NICE ecosystem and do not expect expertise across every component, candidates with wider exposure to CXone, AI-driven automation, analytics, and workforce optimisation will be particularly well positioned to succeed.

NiCE CXone Platform Expertise:

Strong working knowledge across several CXone capabilities, such as:

• Omnichannel routing across voice and digital channels
• Advanced call flows, automation, and self-service experiences
• CRM and enterprise system integrations
• Agent workspace configuration and optimisation
• Proactive outbound engagement strategies
• Reporting, interaction data, and performance insights

Experience with AI-driven CX capabilities is highly desirable, including:

• Enlighten Autopilot – AI-powered virtual agents that elevate self-service and guide customers with natural language interactions
• Enlighten Copilot – real-time AI assistance that empowers agents with next-best actions and knowledge
• Enlighten AI – delivering insights across the end-to-end customer journey to optimise operations, engagement, and satisfaction

Workforce Engagement & Experience Optimisation:

• Workforce Engagement Management (WEM), leveraging AI-driven insights, automation, and analysis to augment agent performance and enhance customer experiences
• Quality management, speech and interaction analytics
• Performance management and continuous improvement practices

Operational & CX Mindset:

• Deep understanding of modern contact centre operations
• Ability to design solutions that break down data silos, enable smarter decision-making, and optimise every interaction across the organisation
• Passion for delivering connected, intelligent experiences where AI and humans work…