NICE CXone

Job Description: Senior NICE CXone Architect (15+ Years Experience)

Position: Senior NICE CXone Architect / CX Transformation Lead

Experience Required: 15+ Years (Minimum 10+ Years in NICE CXone)

Location: Remote / Hybrid / OnsiteEmployment Type: Full-Time / Contract

Role Overview

We are seeking an experienced Senior NICE CXone Architect with a strong background in enterprise contact center transformation, solution design, and technical leadership. The ideal candidate must have deep expertise in NICE CXone architecture, integrations, omnichannel routing, WFM, QM, Analytics, and hands-on implementation.

This role requires strategic thinking, advanced technical knowledge, and the ability to drive large-scale CX modernization programs across global teams.

Key Responsibilities1. CXone Solution Architecture & Design

• Architect end-to-end solutions on the NICE CXone platform for large enterprise deployments.
• Design scalable routing strategies, IVR architectures, omnichannel workflows, and automation frameworks.
• Define platform governance, best practices, coding standards, and security models.
• Evaluate and recommend enhancements, optimizations, and transformation roadmaps.

2. Platform Implementation & Technical Leadership

• Lead multi-phase implementations including discovery, design, build, UAT, and go-live.
• Oversee configuration of ACD, IVR, Studio scripts, Digital Channels, WFM, QM, and Analytics.
• Guide technical teams, review designs, perform code quality checks, and ensure adherence to architectural standards.
• Mentor and train L1–L3 support engineers and implementation consultants.

3. Advanced Integrations & Automation

• Architect integrations between CXone and CRMs such as Salesforce, ServiceNow, Zendesk, and custom applications.
• Utilize APIs, REST services, event-driven workflows, and lambda-based integrations.
• Drive automation initiatives across customer journeys, QA, WFM, bot integrations, and reporting systems.

4. System Optimization & Performance Engineering

• Conduct platform audits, identify performance gaps, and propose optimization strategies.
• Lead RCA (Root Cause Analysis) for major incidents and define corrective measures.
• Analyze operational metrics and contact center KPIs to enhance efficiency and reduce operational cost.

5. Workforce, Quality & Analytics Leadership

• Lead strategy for forecasting, scheduling, and workforce optimization using NICE WFM.
• Set up quality management pipelines—call recording, screen capture, evaluation forms, and calibration processes.
• Implement analytics and insights dashboards to drive operational intelligence.

6. Stakeholder Management & Governance

• Liaise with business leaders, operations stakeholders, IT teams, and vendor partners.
• Translate business requirements into technical designs and implementation roadmaps.
• Manage change requests, release cycles, documentation, and compliance alignment.

Required Skills & Experience

• 15+ years in Contact Center Technology, with at least 5+ years deep expertise in NICE CXone.
• Proven experience architecting large-scale NICE CXone solutions for enterprise clients.
• Strong proficiency in:
• ACD, IVR, Studio scripting
• Omnichannel Routing (Voice, Chat, Email, Digital)
• WFM & Quality Management
• Reporting & Analytics
• Hands-on experience with API-based integrations, cloud telephony, SIP/VoIP, and CTI frameworks.
• Advanced troubleshooting, RCA documentation, and performance engineering skills.

Preferred Qualifications

• NICE CXone Architect / Studio / WFM certifications.
• Experience with cloud platforms (AWS / Azure).
• Exposure to AI/ML-powered contact center automation (bots, sentiment analysis, speech analytics).
• Experience working with global CX delivery teams and multi-vendor environments.
• Knowledge of scripting (Python/JavaScript) for automation is a plus.

Soft Skills

• Excellent communication and stakeholder management.
• Leadership experience in mentoring and guiding multi-level technical teams.
• Strong analytical, problem-solving, and decision-making abilities.
• Ability to design scalable, future-ready solutions aligned with business outcomes.

Why This Role?

• Opportunity to lead enterprise-scale CX digital transformation.
• High-impact leadership role influencing customer experience strategy.
• Exposure to the latest NICE CXone features, cloud technologies, and automation tools.

Job Types: Temporary, Contract

Pay: ₹1, ₹1,200.00 per hour

Expected hours: 20 – 25 per week

Benefits:

• Flexible schedule

Experience:

• NICE: 10 years (Required)
• CXONE: 10 years (Required)