NICE Solution Consultant

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 sitting 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.

Role

As a NICE Solution Consultant you will play a pivotal role in supporting our Design and Transition functions. You will engage early with clients to design and scope solutions through consultancy led requirements capture. As the engagement transitions to our projects team you will maintain oversight, contributing heavily to low level design and providing ongoing quality assurance throughout the project lifecycle to ensure the delivery aligns with defined outcomes and best practices.

This will involve working extensively with our clients, project management and pre sales teams to create the project scope and take the agreed design and make it a reality. The role offers an exciting and diverse experience where you will sit as a hybrid resource across our two teams and requires working under various conditions, often unsupervised on site with the client.

Working as part of a virtual project team the Solution Consultant will be responsible for the design and technical assurance of the entire implementation life cycle to deliver the agreed solution seamlessly. This may include design, configuration, commissioning, testing, sign off and final handover both with the client and internally.

Job Requirements

The ideal candidate will have extensive experience in contact centre architecture with a strong solutions focus. The following technical skills and experience are highly desirable:

Core Technical Experience

• Proven experience capturing client requirements and solutionising them
• Effective communication and articulation of solution components with stakeholders of all levels
• Experience designing and building large scale enterprise grade contact centres
• Hands on experience with NICE CXone, including ACD and IVR configuration, Digital First Omnichannel (DFO) (email, live chat, social messaging), advanced routing logic implementation, outbound dialing strategies and configuration, in app messaging/SDK integration, and strong understanding of contact centre KPIs, operational reporting and analytics

NICE CXone Platform Expertise

• NICE CXone ACD
• NICE CXone DFO (email, chat, social channels)
• NICE CXone Autopilot (voice digital)
• NICE CXone Copilot
• NICE CXone Expert AI powered knowledge management
• Interaction Analytics including Experience Optimizer (XO)
• Feedback Manager

Workforce & Quality Optimization

• Workforce Management (WFM) IEX
• Quality Management (QM)
• Speech and Interaction Analytics
• Experience implementing and supporting Workforce Optimization tooling

Operational Insight

• Deep understanding of contact centre operations and the ability to translate business requirements into scalable technical solutions

Benefits

• 25 days annual leave (bank holidays) rising with tenure
• Quarterly Awards and Bonuses
• Flexible Working Policy
• Competitive pension scheme
• Access to Financial Wellness support
• Industry leading home working and mobility technology
• Private Medical Insurance
• Company shares (available after one year tenure)
• Medicash (Cashback Scheme)
• Retail discounts via Medicash
• Access to EAP scheme for you and your household
• Vehicle lease salary sacrifice scheme (available after one year tenure)
• Cycle to Work Scheme
• Annual paid volunteering day
• Enhanced parental leave
• Access to funding for additional qualifications and courses
• Access to paid study leave

Location: London, England, UK