CCaaS Service Solutions Architect (NiCE)

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.