Solution Architect

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NICE CXone Solution Architect

Position Summary

We are seeking an experienced NICE CXone Solution Architect to lead the design, implementation, optimization, and transformation of enterprise contact center solutions. This role will be responsible for architecting scalable, highly available customer experience (CX) platforms utilizing NICE CXone and related technologies, including voice, digital, AI, analytics, and telephony integrations.

The ideal candidate will have deep expertise in contact center architecture, IVR/ACD design, cloud migration strategies, API integrations, routing optimization, and omnichannel customer engagement. This individual will serve as a trusted advisor to business and technology stakeholders, driving innovation and continuous improvement across the CX ecosystem.

Key Responsibilities

Solution Architecture & Design

• Design and develop enterprise NICE CXone solutions for voice and digital customer engagement channels.
• Create High-Level Designs (HLDs), Low-Level Designs (LLDs), architecture diagrams, data flow diagrams, and routing strategies.
• Define end-to-end customer journeys and omnichannel interaction flows.
• Architect solutions for scalability, high availability, disaster recovery, and business continuity.

Contact Center Platform Development

• Lead the design and optimization of:

• ACD routing strategies

• IVR call flows

• Omnichannel routing

• Digital engagement channels

• Outbound campaigns

• Develop and maintain routing plans, interaction workflows, and automation strategies.

• Evaluate and implement platform enhancements to improve customer and agent experiences.

Integrations & Telephony

• Design and support integrations between NICE CXone and:

• CRM platforms (Salesforce, Dynamics, ServiceNow, etc.)

• ERP systems

• Workforce Management (WFM)

• Quality Management (QM)

• Analytics platforms

• Telephony providers

• Define and govern integrations utilizing:

• REST APIs

• SOAP Services

• Webhooks

• Middleware platforms

• Troubleshoot and resolve complex integration and telephony issues.

Cloud Migration & Transformation

• Develop migration roadmaps and implementation strategies for contact center modernization initiatives.
• Create cutover plans, rollback procedures, risk mitigation strategies, and contingency plans.
• Provide strategic consulting for cloud adoption and CX transformation programs.
• Lead architecture reviews and validate solution designs prior to implementation.

AI, Automation & Analytics

• Drive adoption of AI-powered customer experience capabilities.

• Identify opportunities to leverage:

• Virtual agents

• Conversational AI

• Intelligent routing

• Workflow automation

• Speech and interaction analytics

• Evaluate new platform capabilities and recommend adoption strategies.

Performance, Security & Compliance

• Ensure solutions align with enterprise security standards and regulatory requirements.
• Implement best practices for platform performance, resiliency, and maintainability.
• Monitor system health and identify optimization opportunities.
• Conduct root cause analysis and lead resolution efforts for critical incidents and platform issues.

Leadership & Collaboration

• Partner with business, operations, infrastructure, development, and vendor teams.
• Provide architectural guidance and technical leadership across project teams.
• Review and approve scripts, integrations, workflows, and technical solutions.
• Mentor engineers, administrators, and implementation teams.

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or related field.
• 5+ years of experience designing and implementing enterprise contact center solutions.
• 3+ years of experience with NICE CXone (NICE inContact) architecture and administration.
• Strong experience designing IVR, ACD, routing, and omnichannel customer engagement solutions.
• Experience integrating contact center platforms with enterprise systems.
• Strong understanding of cloud architecture and SaaS platforms.
• Experience with API-based integrations using REST, SOAP, and Webhooks.
• Knowledge of telephony technologies including SIP, VoIP, call routing, and carrier integrations.
• Experience supporting large-scale contact center migrations and transformations.

Kaleidoscope, an Infosys Company, is an equal opportunity employer, and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, spouse of protected veteran, or disability.