Chief Architect – Professional Services EMEA

The Senior CXone Solutions Architect — GSI Engagement is a senior technical and consultative role focused on partnering with GSI partners and pre-sales teams to design CXone solutions aligned to customer needs and NiCE best practices. This individual serves as the primary NiCE subject-matter expert and liaison for GSI partners such as Accenture, Capgemini, Deloitte, and IBM Consulting, bringing platform depth and consultative rigor to the solution design process.

The Senior CXone SA — GSI works at the intersection of pre-sales and GSI collaboration, ensuring that proposed solutions are technically sound, commercially aligned, and grounded in what NiCE can confidently deliver. Solution delivery is executed in partnership with NiCE’s DSA organization; this role’s focus is the design and scoping phase, where early decisions have the greatest impact on customer outcomes.

The ideal candidate brings deep CXone platform expertise, strong consulting instincts, and the organizational maturity to navigate complex, multi-party engagements. They are skilled at guiding GSI partners toward realistic delivery expectations, facilitating alignment across stakeholders, and ensuring that proposed timelines and scope reflect what NiCE has reviewed and endorsed.

• Serve as the NiCE Gatekeeper for all GSI support engagements: validate requests are authorized and in-scope before routing to delivery teams.
• Monitor GSI partner planning activities and ensure that proposed timelines and commitments reflect NiCE’s reviewed and endorsed delivery position; guide partners toward realistic, jointly agreed plans.
• Proactively understand GSI current planning capacity and delivery pipeline to anticipate resource needs and conflicts.
• Create and maintain documentation and processes for GSI engagement — covering intake, escalation, scope validation, and delivery handoff.
• Engage early in the sales cycle alongside Sales, Sales Engineering, and Account Executives to scope CXone solutions tailored for GSI-led customer deployments.
• Elicit solution requirements and business objectives from clients and GSI partners; translate into functional requirements, use cases, user stories, and acceptance criteria.
• Develop Solution Design Documents in partnership with the GSI for enterprise customers, ensuring scope is clearly bounded and commercially aligned.
• Advise on joint delivery models with GSI partners — defining what NiCE delivers directly vs. what the GSI delivers with NiCE enablement.
• Ensure new quotes and scope revisions are reflected promptly and accurately in partnership agreements.

• Maintain deep, current expertise in the CXone Product Suite and broader contact center ecosystem, including AI, NLP, and conversational platforms (e.g., Cognigy).
• Lead solution design activities across customer and GSI engagements, including architecture analysis, integration design, and platform configuration guidance.
• Evaluate and incorporate relevant integration technologies (e.g., SAP, CRM platforms, workforce management systems) into solution architectures.
• Advise GSI delivery teams on CXone capabilities, constraints, and best practices to reduce delivery risk and rework.

• Participate in GSI internal team meetings and represent NiCE’s interests across joint planning sessions.
• Help coordinate client and meeting requirements across multi-party delivery engagements.
• Partner closely with the NiCE Partner Team, PM/Services Lead, and DSA organization to ensure smooth handoff from design to delivery.
• Manage customer and GSI expectations throughout the solution design lifecycle, serving as a trusted escalation point for both parties.

• Serve as an internal champion for GSI best practices and a blueprint for how NiCE engages and scales GSI partnerships.
• Understand and internalize the GSI mindset — their delivery models, commercial drivers, and strategic priorities — to build more effective working relationships.
• Provide mentorship and enablement to NiCE PS and SA colleagues on GSI engagement norms and governance models.
• Contribute to continuous improvement of NiCE’s GSI program, including documentation, tooling, and governance frameworks.

• 8+ years of solution architecture or senior consulting experience in a contact center, SaaS, or enterprise software context.
• 8+ years of customer-facing engagement experience, including complex, multi-stakeholder environments.
• 5+ years of contact center industry experience with strong knowledge of CXone or comparable CCaaS platforms.
• Demonstrated experience working with or within GSI partnerships (e.g., Accenture, Capgemini, Deloitte, IBM Consulting).
• Proven experience governing complex, multi-party delivery engagements and aligning partners around feasible, well-scoped solution designs.
• Experience with integration architecture and solution design, including SAP and CRM system integrations.

• Strong command of the CXone Product Suite; ability to speak to full platform capabilities with confidence.
• Familiarity with AI and NLP technologies, preferably within the CX domain (Cognigy or similar platforms a plus).
• Experience with systems integration, process analysis, and process diagramming tools (MS Visio or equivalent).
• Proficiency in MS Office suite, including advanced Word, Excel, and PowerPoint.
• Organizational maturity and executive presence — skilled at guiding GSI partners toward realistic, NiCE-endorsed delivery positions through collaborative dialogue and credible subject-matter authority.
• Strong communication and collaboration skills; ability to navigate across Sales, Professional Services, Partner, and executive stakeholders.
• Ability to translate complex solution architectures into clear, precise, and easy-to-read functional documentation.
• Strong business acumen; able to quickly understand how technology supports revenue and profit objectives.
• Skilled multi-tasker with ability to adapt to shifting priorities across multiple clients and technologies.
• Comfortable working in a fast-paced, results-oriented environment with remote customers via virtual tools.
• Ability to manage deliverables across multiple projects and consistently meet tight deadlines.

Join an ever-growing, market-disrupting, global company where the teams work in a fast-paced, collaborative, and creative environment. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NiCEr. NiCE works according to a hybrid model, enabling flexibility: 2 days in the office and 3 days remote each week, with in-office days focused on face-to-face collaboration.

NiCE is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.