Contact Centre Solutions Architect (NiCE CXONE)

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.

The ideal candidate will have extensive experience designing Contact Centre solutions, particular across NiCE CX ONE.

(While deep expertise in specific modules is valued, a strong working knowledge across multiple CXone capabilities and related CX functions is highly beneficial)

The following technical skills and experience are highly desirable: 

Core Technical Experience: 

• Proven experience in being able to capture clients requirements and solutionise them 

• Be able to communicate and articulate the solution components with stakeholders of all levels 

• Proven experience designing and building large-scale, enterprise-grade contact centres 

• Strong knowledge of NICE CXone, including: 

• ACD and IVR configuration 

• Digital First Omnichannel (DFO) – including email, live chat, and social messaging 

• Advanced routing logic implementation 

• CRM integration (e.g., Salesforce, ServiceNow!) 

• Agent desktop customization 

• Outbound dialling strategies and configuration 

• In-app messaging / SDK integration 

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: 

Natilik offers a series of benefits and perks designed to support your personal and professional growth, while fostering a thriving and rewarding work environment. We recognise the importance of contributing to our people's well-being, job satisfaction, and work-life balance and remain committed to doing so. This is why we offer: 

• 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