Urgent CCaaS Solution Architect Role ::: Lincoln, Nebraska / Cincinnati, OH - Hybrid

• Design end-to-end CCaaS solutions, including IVR journeys, omnichannel flows, and customer experience design.
• Lead customer workshops to gather requirements and propose best-fit CCaaS solutions.
• Architect and integrate Workforce Management (WFM), reporting, and analytics.
• Design and govern API-based integrations with CRM and enterprise systems.
• Create high-level and detailed architecture, call flow, and integration diagrams.
• Support on-prem to CCaaS migration and cloud transformation initiatives.
• Provide architectural leadership, estimates, and guidance to delivery teams.

• 10 to 15 years of experience in Contact Center / CCaaS architecture.
• Hands-on experience with multiple CCaaS platforms such as:
  • NICE CXone (preferred)
  • Genesys Cloud
  • Amazon Connect
  • Microsoft CCaaS
• Strong expertise in:
  • IVR & customer journey design
  • WFM solutions
  • REST/API integrations
• Experience integrating CCaaS with CRM systems (Salesforce, MS Dynamics).
• Solid understanding of cloud platforms (AWS / Azure / Google Cloud Platform).
• Good knowledge of security, compliance, and data privacy in cloud contact centers.

• NICE CXone certification.
• Experience with AI-driven contact center capabilities.
• Exposure to Quality Management (QM).
• Familiarity with Agile delivery and Jira.

SYSMIND LLC is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without any discrimination. We promote and support a diverse workforce at all levels in the company. All job offers are contingent upon completion of a satisfactory background check and reference checks. Additionally passing the drug test may also be required. All contractors intending to work on SYSMIND's W2 are "at will" employees.