Chief Architect – Professional Services EMEA

Chief Architect – Professional Services EMEA

United Kingdom - London

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…