WHO WE ARE:
Founded in 2007, DTI (Diversified Technology, Inc.) is a successful African American owned IT Consulting/Staffing firm based in Chicago's Loop.

WHAT WE DO:
We focus on providing delivery, staffing, and supported services such as enterprise integration/implementations including, but not limited to, CRM, EAM, ERP, PMO, and QA. We service clients in SLED (state/local gov't & education), financial services, fortune, public utility, as well as regularly partnering with Big 4 SI partners.

Solution Architect Senior VF

Location: 290 W Nationwide Blvd, Columbus, OH 43215-2561, United States
Work Arrangement: Hybrid/Onsite as required
Industry: Energy & Utilities
Role Type: Senior Solution Architect

Job Summary

We are seeking a highly experienced Senior Solution Architect to lead solution architecture and technical governance for a large-scale SAP Service Cloud (C4C) and NICE CXone CCaaS transformation within a regulated utility environment.

The architect will own the end-to-end solution architecture across SAP C4C, NICE CXone, legacy CIS, SAP S/4HANA/ERP, EDL, and enterprise integration platforms. This role will serve as the client-side technical authority, working closely with SAP, NICE, system integrators, consulting partners, business stakeholders, and enterprise architecture teams.

The ideal candidate will bring deep hands-on expertise in SAP Service Cloud/C4C, NICE CXone, enterprise integration architecture, legacy CIS integration, cloud CX platforms, and utility industry processes.

Key Responsibilities

Architecture Leadership & Governance

• Own and maintain the end-to-end Solution Architecture across SAP Service Cloud and NICE CXone.
• Define integration architecture across legacy CIS, SAP C4C, NICE CXone, EDL, and other enterprise systems.
• Establish and chair Architecture Review Boards (ARBs) and Design Authority forums.
• Produce and maintain enterprise-grade architecture artifacts, including:
  • Solution Architecture Documents (SADs)
  • High-Level and Low-Level Designs
  • Integration Blueprints
  • Data Flow Diagrams
  • Non-Functional Requirements
  • Key Design Decision Documents
  • RACI matrices
• Enforce architecture standards and ensure deviations are formally assessed and approved.

SAP Service Cloud / C4C Architecture

• Lead architecture for SAP Service Cloud (C4C) covering service ticketing, case management, customer 360, and field service processes.
• Define integration patterns between SAP C4C and SAP ERP/S4HANA or legacy CIS platforms.
• Govern SAP BTP Integration Suite, APIs, event-driven integrations, and iFlows where applicable.
• Evaluate configuration vs. custom extension decisions to protect upgradeability and minimize technical debt and TCO.
• Define reliable synchronization of customer account, billing, and service information.

NICE CXone CCaaS Architecture

• Define NICE CXone architecture across voice, digital, chat, email, IVR/IVA, ACD, WFM, and analytics.
• Architect CTI and screen-pop integration between NICE CXone and SAP C4C.
• Govern NICE CXone API integrations with EDL and downstream enterprise systems.
• Evaluate routing, IVR, digital-channel, reporting, and data-model decisions against business requirements.
• Ensure contact center architecture supports customer service operations within a utility environment.

Enterprise Integration Architecture

• Design stable integrations between modern cloud platforms and legacy CIS/billing/customer systems.
• Apply enterprise integration patterns including:
  • API Gateway
  • Event-driven architecture
  • Middleware
  • Real-time integration
  • Batch integration
  • Enterprise APIs
• Work with platforms such as SAP BTP Integration Suite, MuleSoft, Dell Boomi, or equivalent middleware technologies.
• Define architecture for security, scalability, availability, performance, and disaster recovery.

Vendor & Consulting Partner Management

• Act as the client-side technical counterpart to SAP, NICE, and system integration partners.
• Review and challenge vendor solution designs for feasibility, complexity, technical debt, and integration risk.
• Review solution designs, integration specifications, test strategies, and other technical deliverables.
• Lead technical workshops and drive alignment on approved architectural patterns.
• Escalate vendor delivery and technical risks before they become program-level issues.

Risk Management & Technical Assurance

• Own and maintain the Technical Risk Register.
• Identify and mitigate risks associated with integrations, data flows, system interfaces, and legacy CIS boundaries.
• Conduct architecture and solution assurance reviews at major program milestones.
• Assess architectural impacts of change requests and provide recommendations to change control boards.
• Ensure solutions meet agreed security, scalability, availability, and disaster recovery requirements.

Stakeholder Engagement

• Serve as the primary technical escalation point for program leadership, business owners, and senior stakeholders.
• Translate complex technical concepts into clear business-focused recommendations.
• Represent architecture in steering committees, program boards, and vendor governance forums.
• Mentor architects, technical leads, and delivery teams across multiple workstreams.

Required Qualifications

• Extensive experience as a Solution Architect on large-scale, multi-vendor transformation programs.
• Deep hands-on experience with SAP Service Cloud (C4C).
• Strong experience with:
  • Service ticketing
  • Case management
  • Customer 360
  • Field service processes
  • C4C configuration and extensibility
  • SAP C4C SDK
• Deep hands-on experience with NICE CXone CCaaS, including:
  • Omnichannel routing
  • IVR/IVA
  • ACD
  • Workforce Management
  • Analytics
  • CXone APIs
  • CTI integration
  • Digital channels
• Experience integrating SAP C4C and NICE CXone with legacy CIS and billing/customer systems.
• Strong enterprise integration architecture experience using APIs, middleware, event-driven architecture, and integration platforms.
• Experience with SAP BTP Integration Suite, MuleSoft, Dell Boomi, or equivalent.
• Strong understanding of non-functional requirements including security, scalability, availability, performance, and disaster recovery.
• Experience operating within regulated environments, preferably Energy & Utilities.
• Experience establishing or participating in Architecture Review Boards and Design Authority functions.
• Strong ability to technically evaluate and challenge vendors and system integrators.
• Proven experience creating enterprise architecture artifacts such as SADs, HLD/LLDs, integration blueprints, data-flow diagrams, and RACI matrices.
• Experience managing technical risk registers and performing solution assurance reviews.
• Strong understanding of utility processes such as meter-to-cash, outage management, field workforce dispatch, and regulatory reporting is highly preferred.

Preferred Qualifications

• Energy & Utilities industry experience.
• Experience with EDL platforms and utility data exchange standards.
• Knowledge of Ofgem, AEMO, or comparable regulatory frameworks.
• SAP Certified Application Associate Service Cloud/CX.
• TOGAF, SABSA, or equivalent enterprise architecture certification.
• NICE CXone Agent Assist, Virtual Agent (IVA), or WFM Advanced experience.
• Exposure to Salesforce Service Cloud or other CRM platforms.
• Experience with Agile/SAFe delivery at enterprise program scale.
• Knowledge of ISO 27001, NIST, and cloud cybersecurity frameworks.
• Experience with large transformation programs valued at $10M+ or equivalent.

Core Technical Skills

SAP Service Cloud (C4C) | NICE CXone | CCaaS | SAP BTP | SAP S/4HANA | Legacy CIS | Enterprise Integration | API Architecture | Event-Driven Architecture | MuleSoft | Dell Boomi | CTI | IVR/IVA | ACD | WFM | Customer 360 | Field Service | EDL | Utility Systems | Solution Architecture | Architecture Governance | Design Authority | ARB | SAD | HLD/LLD | Integration Blueprints | Data Flow Diagrams | NFRs | Technical Risk Management

Leadership & Communication

• Strong executive presence and ability to challenge senior vendor architects diplomatically but decisively.
• Excellent communication skills across technical, business, executive, and regulatory audiences.
• Ability to remain calm and decisive in high-risk, customer-impacting situations.
• Collaborative leadership style with a strong commitment to architectural integrity.
• Proven ability to mentor architects and technical delivery teams.

Ideal Candidate Profile

The ideal candidate is a senior client-side Solution Architect with deep SAP C4C + NICE CXone expertise, strong enterprise integration skills, and significant utility-sector transformation experience. This individual should be capable of independently challenging SI/vendor architecture decisions while maintaining ownership of the overall technical blueprint and ensuring the solution is secure, scalable, resilient, and aligned with utility business requirements.

Pay rate:

Please click on the link below for our company benefits
https://docs.google.com/document/d/1q2mHf0U1akaC1ZKC65-VyyG3FrKBGNCahx3WpS2mj7M/edit?usp=sharing

DTI is an Equal Opportunity Employer. We do not discriminate based on race, color, religion, sex, gender identity, sexual orientation, national origin, ancestry, age, disability, marital status, veteran status, or any other protected characteristic under Illinois state or federal law. All qualified applicants are encouraged to apply, and employment decisions are based solely on merit, qualifications, and business needs.