Service Delivery Architect

The Postsale Solution Architect at Nextiva is highly passionate about drilling deeply into customer problems, and consulting customers on Nextiva’s recommendations for their contact center deployments. By leveraging an in-depth understanding of contact center from a solution and technical perspective, you will be the customer’s trusted advisor for all things Nextiva Contact Center.

In this position, you will be working closely with existing upmarket customers to communicate customer needs cross-functionally with Customer Relationship Management, Sales, and Service Delivery. You will be the lead on communicating customer requirements across the organization, with a focus on Nextiva’s upmarket customers in Mid Market and Enterprise.

This position requires the ability to independently project manage the design and implementation of Nextiva’s Contact Center solutions. Duties include but are not limited to AI technologies, API solutions architecture, solutions scoping, solutions implementation, and configuration. 

Key Responsibilities

• Ensure quality of configured solutions based on relevant documentation
• Assist implementation teams when required for postsale solution design, and the evaluation of phased rollouts
• Execute thorough discovery of Enterprise customer requirements via calls, webinars, and onsite visits
• Work with (Key and Enterprise) Customer Relationship Managers in order to overlay as a trust advisor for customers who purchase a Technical Account Manager
• Document customer use cases for hand off to delivery teams
• Develop third party relationships with vendors, including maintaining the most current product information and certifications
• Grow existing customer accounts through the positioning of services based on customer requirements
• Foster National brand recognition of Nextiva as an enterprise solution
• Work with internal project management teams to assist in the deployment of strategic Proof of Concept

Qualifications

• 4+ years of experience in either technical engineering or technical sales
• 4+ years of experience in Mid Market sales
• Ability to occasionally travel to client sites
• Working experience in IP, SIP, CCaaS, AI and Automation services
• Ability to be a cross functional expert engaging Sales, Account Management, and Service Delivery resources as required
• Ability to present technically complex solutions to varying levels of technical and non-technical audiences using virtual and in person methodologies
• Current understanding of CCaaS trends and solutions. Firsthand knowledge or competitive insights preferred
• Accomplished track record of working with all levels of customers such as C level executives, IT business professionals, technical contacts as well as end users

Nextiva Core Competencies / DNA:

• Drives Results:  The successful candidate will be action oriented, with a passion for solving problems.  They will bring clarity and simplicity to ambiguous situations.  This individual will challenge the status quo; asking what we can do differently and finding ways to create and build more success.  They are a change agent, prepared to lead and drive changes as we transform. 
• Critical Thinker:  The successful candidate is fact based and data driven, able to understand and articulate the “why,” identifying key drivers and learning from the past.  They are forward-thinking, anticipating problems before they arise.  They’ll recommend and action well thought out solutions, understanding the risks and dependencies. 
• Right Attitude:  The successful candidate will be team-oriented, collaborative and competitive with a winning mindset; they’re resilient and able to easily bounce back from setbacks.  They will be able to zoom in / out, willing to be hands-on to help solve important problems while being a motivating figure for the team along the way.  They will embrace a culture of service and learning with a focus on caring, supporting and respecting our customers and team members.

Total Rewards 

Our Total Rewards offerings are designed to allow Nexties to take care of themselves and their families so they can be their best, in and out of the office. 

Our compensation packages are tailored to each role and candidates qualifications. We consider a wide range of factors, including skills, experience, training, and certifications, when determining compensation. We aim to offer competitive salaries or wages that reflect the value you bring to our team. Depending on the position, compensation may include base salary and/or hourly wages, incentives, or bonuses. 

• Health 🍏 - Multiple health plan options to suit your needs, including medical, dental, vision, and telemedicine coverage 
• Insurance 💼 - Life, disability, and supplemental indemnity plans 
• Work-Life Balance ⚖️ - Flexible Time Off (FTO) for salaried employees, PTO for hourly employees, Paid Sick Time (PST), paid parental bonding leave, and paid holidays 
• Financial Security 💰 -  401(k) with company match, Health Savings Accounts with company contributions, Dependent Care FSA 
• Wellness 🤸‍ - Employee Assistance Program and comprehensive wellness initiatives 
• Growth 🌱 - Access to ongoing learning and development opportunities and career advancement 

At Nextiva, were committed to supporting our employees health, well-being, and professional growth. Join us and build a rewarding career! 

Interested in joining our amazing team at Nextiva HQ? Apply today as we launch the future of business conversations! 🚀

Established in 2008 and headquartered in Scottsdale, Arizona, Nextiva secured $200M from Goldman Sachs in late 2021, valuing the company at $2.7B.To check out what’s going on at Nextiva, check us out on Instagram, Instagram (MX), YouTube, LinkedIn, and the Nextiva blog. 

Nextiva is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Nextiva participates in the E-Verify Program where and as required by law. For additional information about E-Verify visit USCIS. 

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