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- Tasks: Design and implement innovative contact centre solutions using NICE CXone technology.
- Company: Join Natilik, a global leader in technology solutions with a focus on people and partnerships.
- Benefits: Enjoy 25 days leave, flexible working, private medical insurance, and professional development opportunities.
- Why this job: Be at the forefront of digital transformation and make a real impact on client success.
- Qualifications: Experience with NICE CXone and a passion for AI-driven customer experiences.
- Other info: Diverse and inclusive workplace with excellent career growth potential.
The predicted salary is between 36000 - 60000 £ per year.
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.
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.
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 together to drive better outcomes
Benefits:
- 25 days annual leave (+ bank holidays) rising with tenure
- Quarterly Awards and Bonuses
- Flexible Working Policy
- Access to Financial Wellness support
- Industry-leading home working and mobility technology
- Private Medical Insurance
- Company shares (available after One year tenure)
- Access to EAP scheme for you and your household
- Vehicle lease salary sacrifice scheme (available after One year tenure)
- Cycle to Work Scheme
- Enhanced parental leave
- Access to funding for additional qualifications and courses
- Access to paid study leave
Natilik Diversity & Inclusion:
At Natilik we know it's crucial that our people reflect the diversity of our clients around the world. And we know that having people from all walks of life makes us a more creative and innovative company. That variety of experience, culture and background allows our teams to be better. We make sure we do whatever we can to support our people too: making them feel valued and included and unlocking their potential is essential. We’re incredibly proud of our diversity.
CCaaS Solutions Architect (Nice CXone) employer: Natilik
Contact Detail:
Natilik Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land CCaaS Solutions Architect (Nice CXone)
✨Tip Number 1
Get to know the company inside out! Research Natilik's mission, values, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being part of their journey.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for those interviews by practising common questions related to CCaaS and NICE CXone. Think about how your experience aligns with their needs and be ready to share specific examples that highlight your skills.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the Natilik team and ready to contribute to their exciting projects.
We think you need these skills to ace CCaaS Solutions Architect (Nice CXone)
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience with NICE CXone and related technologies. We want to see how your skills align with the role, so don’t hold back on showcasing your relevant projects!
Showcase Your Problem-Solving Skills: In your application, give examples of how you've tackled complex technical challenges in the past. We love candidates who can demonstrate their ability to design effective solutions that meet business objectives.
Be Clear and Concise: When writing your application, keep it straightforward and to the point. Use clear language to articulate your experiences and achievements, as this reflects the clarity we value in client-facing documentation.
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role without any hiccups!
How to prepare for a job interview at Natilik
✨Know Your NICE CXone Inside Out
Before the interview, make sure you brush up on your knowledge of the NICE CXone platform. Understand its capabilities, especially in omnichannel routing and AI-driven features. Being able to discuss specific use cases or examples will show that you're not just familiar with the technology but can also apply it effectively.
✨Showcase Your Problem-Solving Skills
Prepare to discuss how you've tackled complex technical challenges in the past. Think of specific examples where you designed solutions that met business objectives. This will demonstrate your ability to think critically and creatively, which is essential for a Solutions Architect role.
✨Engage with the Interviewers
Remember, interviews are a two-way street! Ask insightful questions about the company's approach to digital transformation and how they envision the role of a Solutions Architect. This not only shows your interest but also helps you gauge if the company aligns with your values and career goals.
✨Build Rapport with Stakeholders
Since maintaining relationships is key in this role, be prepared to discuss how you've successfully collaborated with clients and internal teams in the past. Share examples of how you’ve acted as a trusted advisor and helped others understand complex technical concepts. This will highlight your interpersonal skills and ability to communicate effectively.
