ANDY PIKE
Briston,Norfolk
Summary
Senior Solutions Engineer specialising in AI-powered customer service automation, conversational AI orchestration, and CCaaS platforms. Technical lead within NICE’s AI Pre-Sales Engineering organisation, shaping enterprise-wide AI transformation initiatives a wide range of industries including banking, retail, and travel. Leads complex discovery, architecture, demonstrations, and commercial scoping for missio critical programmes. Specialist in NICE’s digital and AI portfolio including CXone Digital, NICE Cognigy, CXone Expert, CXone Copilot, CXone Autopilot, CXone Guide, and Channels, combining deep technical expertise with a with a strong track record of translating complex technical concepts into clear, business-friendly narratives and designing secure, scalable solutions that integrate into broader CCaaS platforms.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Senior Solutions Engineer, AI Pre-Sales Engineering / Customer Service Automation
NICE
, London
05.2024 - Current
- Senior Solutions Engineer within NICE’s AI and Digital Pre-Sales organisation, responsible for shaping, designing, and positioning complex AI-driven customer service automation solutions across enterprise customers.
- Acts as solution consultant and technical authority across CXone, Cognigy, Expert, Copilot, Autopilot, MPower Guide, and DFO.
- Participate in end-to-end technical discovery, translating business objectives into platform and AI architectures.
- Designs and delivers executive and technical demos across voice and digital channels.
- Leads AI use-case definition, automation journeys, integration boundaries, and delivery scope.
- Contributes to RFP / RFI responses and complex enterprise bids.
- Acts as team lead and escalation point in manager absence.
Senior Solutions Consultant
LivePerson
12.2021 - 05.2024
- Senior pre-sales consultant responsible for complex solution design, demos, and technical governance for enterprise Conversational AI deployments.
- Owned technical design for large-scale Conversational AI programmes.
- Led discovery, solution architecture, and demo strategy.
- Authored BRDs, solution designs, and SOW inputs.
- Acted as technical bridge between Sales, Product, and Delivery.
- Collaborated with team members to achieve target results.
Client Partner, Strategic Accounts
LivePerson
06.2019 - 12.2021
- Hybrid role combining strategic account ownership with solution expansion and platform transformation.
- Managed enterprise automotive accounts during large-scale migration to Conversational AI.
- Led roadmap, expansion strategy, and multi-year transformation programmes.
- Ran executive workshops and technical roadmap planning.
Enterprise Account Executive
LivePerson
12.2016 - 06.2019
- Built and executed account plans for strategic customers.
- Owned overall deal strategy from qualification through to close.
- Identified, qualified, and shaped new opportunities within existing and net-new accounts.
- Developed multi-threaded stakeholder maps across business, IT, security, and procurement.
- Adopted and used MEDDIC / MEDDPICC methodology.
- Positioned business value, ROI, and transformation roadmaps to senior and executive stakeholders.
- Led pricing strategy, packaging, and commercial positioning in partnership with sales leadership.
- Managed complex procurement, legal, and InfoSec approval processes.
- Owned end-to-end RFP and tender responses, including solution design, differentiation, and risk management.
- Ran executive briefings, value workshops, and steering discussions.
- Coordinated internal teams across product, engineering, legal, finance, and delivery.
- Managed pipeline progression, deal forecasting, and internal governance.
- Identified deal risk and built mitigation plans to protect deal outcomes.
- Acted as single-threaded owner for strategic, high-value enterprise opportunities.
- Contributed directly to contract negotiations and final deal structure.
Global Business Development Manager
Lead Forensics
12.2012 - 12.2016
- New business development across UK, EMEA, and North America.
- Led discovery, solution positioning, and enterprise deal negotiation.
Complaints Deputy Manager
Scottish & Southern Energy
04.2010 - 12.2012
- Managed regulated customer complaints operations.
- Owned performance management, staffing, and service quality.
Education
A Levels -
Portsmouth College
GCSEs - Maths, English, Science, ICT, Graphics, Drama
Admiral Lord Nelson School
Portsmouth, PORSkills
- Cognigy
- CXone
- Autopilot
- Copilot
- Expert
- Conversational AI
- AI Orchestration
- Knowledge Management
- Agent Assist
- Identity & Verification (ID&V)
- Solution Architecture
- Technical Design
- API & Integration Architecture
- Enterprise Systems Integration
- Security
- Governance
- Compliance
- Discovery & Requirements Shaping
- Scoping & SOW Input
- Value Mapping & Business Case Development
- RFP & RFI Responses
- Complex Deal Shaping
- Commercial & Solution Positioning
- Executive-Level Demonstrations
- Customer & Partner Workshops
- Partner Engagements
- Multi-vendor Programmes
Certification
- Professional Diploma in Digital Marketing, Digital Marketing Institute, In Progress
- Professional Certificate in Customer Experience, CX Academy, 2023
- APIs & Data Integration Fundamentals, Udemy, 2022
- GDPR & Data Protection, Udemy, 2022
- JavaScript, HTML, CSS, Codecademy, 2022
- LivePerson AI Native Certification, 2020
Websites, Portfolios and Profiles
linkedin.com/in/andy-pike-bb2a1921a/
Timeline
Senior Solutions Engineer, AI Pre-Sales Engineering / Customer Service Automation
NICE
05.2024 - Current
Senior Solutions Consultant
LivePerson
12.2021 - 05.2024
Client Partner, Strategic Accounts
LivePerson
06.2019 - 12.2021
Enterprise Account Executive
LivePerson
12.2016 - 06.2019
Global Business Development Manager
Lead Forensics
12.2012 - 12.2016
Complaints Deputy Manager
Scottish & Southern Energy
04.2010 - 12.2012
A Levels -
Portsmouth College
GCSEs - Maths, English, Science, ICT, Graphics, Drama
Admiral Lord Nelson School