NICE CXone Solution Architect

• Responsible for designing, implementing, and supporting NICE CXone contact center solutions, providing technical leadership, platform ownership, and operational support while ensuring high availability, scalability, and optimal customer experience solutions.

Requirement/Must Have:

• Bachelor s degree in Computer Science, Information Technology, Engineering, or related field.
• 7+ years of experience in contact center technologies.
• 5+ years of hands-on experience with NICE CXone platform administration and solution architecture.
• Strong experience in enterprise-scale contact center operations.
• Experience managing offshore or distributed support teams.
• Strong troubleshooting, incident management, and problem-solving skills.
• Experience with API-based integrations, CRM systems, and telephony platforms.
• Ability to work US Pacific Time business hours.

Experience:

• Experience with NICE CXone Studio, ACD, IVR, omnichannel routing, WFM/WEM, reporting, analytics, and call flows/scripting.
• Experience supporting integrations with CRM, telephony, workforce management, and enterprise applications.
• Experience coordinating with infrastructure, network, security, and application teams.
• Experience leading incident management, root cause analysis, and problem management activities.
• Experience defining SLAs, escalation procedures, and support processes for distributed teams.

Responsibilities:

• Serve as primary Solution Architect for the NICE CXone platform.
• Design, implement, and enhance CXone solutions aligned with business and operational requirements.
• Provide technical leadership for platform configuration, scalability, optimization, and integrations.
• Lead architectural discussions and define best practices for contact center solutions.
• Support platform upgrades, enhancements, and continuous improvement initiatives.
• Provide L2/L3 technical support during US business hours (Pacific Time).
• Troubleshoot and resolve platform incidents, call routing issues, integration failures, and performance issues.
• Ensure platform availability, stability, and operational excellence.
• Participate in incident management, RCA, and problem management processes.
• Coordinate with NICE support and third-party vendors for issue resolution.
• Manage and lead offshore support team of approximately five members.
• Ensure 18x7 support coverage, SLA adherence, and escalation management.
• Mentor offshore team members on troubleshooting and support processes.
• Monitor team performance and ensure timely resolution of incidents and service requests.
• Support integrations with CRM, IVR, telephony, APIs, and enterprise systems.
• Maintain technical documentation, support procedures, and architecture diagrams.

Should Have:

• Strong leadership and stakeholder management skills.
• Excellent communication and coordination abilities.
• Strong analytical thinking and decision-making capability.
• Ability to manage distributed teams and high-pressure operational environments.

Skills:

• NICE CXone architecture and administration.
• Contact center operations.
• IVR and call flow design.
• API and system integrations.
• Incident and problem management.
• Cloud contact center platforms.
• CRM and telephony systems integration.
• Team leadership and offshore team management.
• Troubleshooting and performance optimization.
• Stakeholder communication.

Qualification And Education:

• Bachelor s degree in Computer Science, Information Technology, Engineering, or related field.