NICE CxOne Architect

2 weeks ago

Delhi, Delhi, India CDW Full time

About the Role :

As a NICE CXone Architect, you will be responsible for designing, architecting, and overseeing large-scale Customer Experience (CX) and Contact Center solutions.

You will engage with clients at a strategic level, translating business requirements into scalable and secure NICE CXone architectures.

This role demands a deep understanding of omni-channel customer engagement platforms, system integrations, and enterprise-grade solution delivery.

Key Responsibilities :

Solution Architecture & Design :

- Define and design enterprise-wide NICE CXone solutions, covering IVR, ACD, WFM, QM, Analytics, and Digital Channels.

- Develop solution blueprints, architecture diagrams, and integration patterns for NICE CXone and third-party systems (CRM, ERP, CPaaS, etc.

- Ensure architecture aligns with client business goals, scalability requirements, and compliance standards.

Technical Leadership & Consulting :

- Serve as the SME for NICE CXone, advising clients on adoption strategies, migration roadmaps, and optimization.

- Guide pre-sales and solution consulting by providing architecture proposals, technical presentations, and effort estimations.

- Act as an escalation point for critical architectural challenges during design and implementation.

Integration & Innovation :

- Architect API-led integrations between NICE CXone and platforms like Salesforce, ServiceNow, Dynamics, or custom applications.

- Leverage scripting (Java, Python, VB Script) for automation, call flow customizations, and advanced reporting.

- Stay ahead of CX technology trends (AI, bots, voice biometrics, speech analytics) and embed them into solution strategies.

Governance & Best Practices :

- Establish architectural standards, reference models, and best practices for NICE CXone implementations.

- Perform design reviews, performance assessments, and scalability checks.

- Ensure security, compliance, and regulatory alignment (PCI, HIPAA, GDPR, etc.

Qualifications & Skills :

- Bachelors/Masters degree in Computer Science, Information Technology, or related field.

- 10+ years in enterprise Contact Center engineering/architecture with at least 4 years in NICE CXone architecture.

- Strong expertise in NICE CXone modules: Studio, ACD, IVR, WFM, QM, Speech Analytics, Digital Channels.

- Solid understanding of SIP, VoIP, PBX, SBCs, and cloud telephony infrastructure.

- Proficiency with REST/SOAP APIs, JSON, XML, and system integrations.

- Programming/scripting exposure: Java, Python, VBScript (preferred).

- Certifications: NICE CXone Certified Architect (preferred), CCNP/CCDP/Equivalent Vendor Certifications.

- Excellent communication and stakeholder engagement skills, with ability to influence C-level executives

(ref:hirist.tech)

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