Job Title/Role: NICE CXone Solution Architect
Project Duration: 6+ Months
Job Location/Client Location (with City & State): USA Remote / Hybrid (US Pacific Time
Job Description:
Key Responsibilities
Solution Architecture & Platform Ownership
Serve as the primary Solution Architect for the NICE CXone platform.
Design, implement, and enhance NICE CXone solutions aligned with business and operational requirements.
Provide technical leadership for platform configuration, optimization, scalability, and integrations.
Lead architectural discussions and recommend best practices for contact center solutions.
Support platform upgrades, feature rollouts, and continuous improvement initiatives.
Collaborate with business stakeholders, operations teams, and vendors to deliver optimal CX solutions.
Platform Support & Operations
Provide hands-on L2/L3 technical support for NICE CXone during US business hours (Pacific Time).
Troubleshoot and resolve platform incidents, call routing issues, integration failures, reporting issues, and performance concerns.
Ensure high availability and operational stability of the NICE CXone environment.
Participate in incident management, root cause analysis, and problem management activities.
Coordinate with NICE support and third-party vendors as required.
Offshore Team Management
Manage and lead a team of approximately 5 offshore support resources.
Ensure effective 18x7 support coverage for the platform.
Define support processes, SLAs, escalation procedures, and operational best practices.
Mentor and guide offshore team members on troubleshooting, support processes, and platform administration.
Monitor team performance and ensure timely resolution of incidents and service requests.
Integration & Technical Support
Support integrations with CRM systems, telephony, workforce management, IVR, APIs, and other enterprise applications.
Work with infrastructure, network, security, and application teams to support end-to-end solution delivery.
Develop and maintain technical documentation, support procedures, and architecture diagrams.
Required Qualifications
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 understanding of NICE CXone Studio, ACD, IVR, Omnichannel routing, WFM/WEM, Reporting & Analytics, and call flows/scripting.
Experience supporting enterprise-scale contact center operations.
Experience managing offshore or distributed support teams.
Strong troubleshooting and incident management skills.
Experience with integrations using APIs, CRM platforms, and telephony systems.
Excellent communication and stakeholder management skills.
Ability to work during US Pacific Time business hours.
Key Skills
NICE CXone Architecture
Contact Center Operations
Technical Support & Troubleshooting
Team Leadership
Incident & Problem Management
IVR & Call Flow Design
API & System Integrations
Stakeholder Communication
Cloud Contact Center Solutions
Success Criteria
Ensure high platform availability and operational stability.
Deliver timely incident resolution and proactive problem management.
Successfully manage offshore support operations and SLA adherence.
Drive continuous platform enhancements and optimization initiatives.
Maintain strong stakeholder and business user satisfaction.
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