NiCE Service Solutions Architect

ITCON Services

Vienna, VA

JOB DETAILS
SKILLS
Application Programming Interface (API), Architectural Analysis, Artificial Intelligence (AI), Artificial Intelligence (AI) Programming Languages, Authentication, Automatic Call Distributor (ACD), Automation, Business Development, Call Centers, Call Routing, Cloud Computing, Consulting, Customer Relations, Delivery Management, Leadership, Multitasking, NCIE - NetApp Certified Implementation Engineer, Natural Language Processing (NLP), OAuth, Pre-Sales, Presentation/Verbal Skills, Product Demonstration, REST (Representational State Transfer), SIP (Session Initiation Protocol), SOAP (Simple Object Access Protocol), Scripting (Scripting Languages), System Integration (SI), Technical Writing, Technical/Engineering Design, Telephony, Time Management, Voice Response Systems, Writing Skills
LOCATION
Vienna, VA
POSTED
30 days ago
Core Responsibilities
Bridge Business requirements and technical realities by designing and implementing a scalable NiCE CXone MPower cloud-based Contact Center (CCaaS - Contact Center as a Service ) environment. Lead end-to-end architecture, from pre-sales scoping to deployment, specializing in integrations, IVR, routing logic, and Advanced AI technologies.

Core responsibilities include but are not limited to:
  • Solution Design including call routing, omnichannel solution, and WFM.
  • Pre-Sales & Consulting
  • System Integration
  • AI & Automation
  • Migration & Deployment
  • Governance (Federal compliance)

Core to this role is a can-do attitude able to provide expert consulting, build out a BU, architect/lead an implementation, and roll up the sleeves to perform adminstrative work.

Experience
  • 5+ years of hands-on experience in a consultative customer-facing role within the CCaaS space.
  • 5+ years of experience administrating NiCE CXone BU
  • 5+ programmatic experience with API's (REST, SOAP), authentication (OAuth, JWT)
  • 5+ years in CXone solution implementation and delivery.
  • Prove experience in integration architecture and solution design
  • Experience with Cognigy, Omelia, and/or SmartReach is a plus
  • Ability to manage deliverables across multiple projects and meet deadlines

Skills and Certs
  • NCDP (NiCE Certified Development Professional), NCIE (NiCE Certified, Implementation Engineer)
  • Deep Knowledge of the NiCE CXone MPower platform, CXone studio scripting, ACD configuration, and SIP/Telephony architecture.
  • Proficiency with API's (REST, SOAP), authentication (OAuth, JWT Jason Web Token), and event-driven architectures.
  • Stakeholder management, ability to transfer complex technical concepts to business leaders, and strong technical writing capabilities.
  • Prepare and deliver presentations to clients and stakeholders in the form of solution approaches, impact assessments, and demonstrations.
  • Familiarity with AI, National Language Processing (NLP/NLU) solutions is higly preferred.
  • Provide technical architecture leadership, analysis, design, development, and enhancement.

About the Company

I

ITCON Services

Our core philosophy is to listen to our customers, understand their requirements and develop a world-class solution that exceeds their expectations.  We routinely go beyond what is considered exceptional work, redefining the standard for what quality service delivery should be.

As a young, small, aggressive company, we attract some of the best minds in the consulting industry who possess an extraordinary ability to quickly adapt to and address our customers’ dynamic needs.  We value and respect our employees, and work hard to foster an environment in which all team members are unconditionally committed to the highest standards of ethical behavior and professional integrity.

At ITCON Services, we strive to establish and maintain long-term relationships with customers and employees.

COMPANY SIZE
20 to 49 employees
INDUSTRY
Computer/IT Services
FOUNDED
2008
WEBSITE
https://itcon-inc.com/

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