Principal Architect, NICE CXone

What You'll Be Doing

• Leverage relationships to establish credibility, Lead and participate in the initial opportunity qualification, data gathering, and solution development with TTEC Digital and partners.
• Lead technical resources for CCaaS implementations on client projects.
• Create technical documentation for detailed designs and customer requirements.
• Ownership and responsibility for end-to-end design of the technical architecture including: Routing strategy, ACD and IVR design, API approach and external data integrations, AI Concepts, Design and maintain reusable code libraries.
• Mentor junior level consultants
• Advise on testing strategy and provide input into test plans.
• Participate in client requirements discovery meetings with Senior Business and/or IT Execs down through Middle Management and/or Analysts.
• Leverage TTEC’s Solutions Framework in informal requirements meetings or facilitated workshops.
• Document critical business and/or IT requirements and “compelling events” requiring the client to make a change.
• Identify and develop transformation roadmaps and quantifiable business cases.
• Conduct solution design meetings with TTEC Digital, Partners, and client personnel to confirm solution scope and the design required to fulfill requirements.
• Collaborate internally to develop detailed design solutions including the technology stack, bill of material configurations, architecture diagrams.
• Develop and deliver ‘Solution Review’ presentations.
• Participate in field Professional Services and Managed Services communications with Partners to resolve pre-sales design and configuration questions.
• Develop and Present Solutions to the Client / Support Deal Closure
• Support Proposal and Solution Overview documents.
• Operate as a contributor role for RFP Response Development
• Support the preparation of materials to Cisco and the internal Bid Assurance processes.
• Participate in Client Meeting Solution Reviews – with Sales and Partners
• Contribute to ROI Business Case production.
• Responsible for estimating and supervising technical efforts for all phases of the project.
• Ability to communicate how the CCaaS platform works and how it can be applied to solving business needs.
• Deliver the entire TTEC Digital value proposition and be a thought leader for CX Transformation.
• Provide insights on competitor service offerings.

What You Bring to the Role

• Bachelor’s degree in computer science, IT, or engineering preferred.
• 10 or more years’ experience in Contact Center and UC environments.
• 5 or more years of NICE CXone software development, to include design, custom and common coding (JavaScript, Python, Java, C++), and testing of real time systems.
• Experience creating a roadmap, designing, planning, documenting, and implementing end to end architecture using the latest technologies such as Genesys Pure Cloud, Five9, Amazon Connect, Cisco, Avaya, inContact/NICE CXOne and/or other cloud telephony platform. NICE CXone highly preferred.
• Experience with enterprise level CCaaS architecture for complex business needs.
• Cloud Network infrastructure experience.
• Experience creating and presenting to executive level stakeholders (technical and non-technical).
• Existing knowledge and/or industry certifications for Webex Collaboration, Amazon Connect, Genesys Engage/Cloud, Google CCAI, NICE CXone, Verint, Calabrio, CRM’s, and process automation technologies