Contact Center(NICE CXone) Architect

Columbus, OH, US • Posted 16 hours ago • Updated 16 hours ago
Full Time
No Travel Required
On-site
$140,000 - $150,000/yr
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Job Details

Skills

  • NICE CXone
  • IT Service Management
  • ServiceNow
  • Customer Relationship Management (CRM)

Summary

Must Have Technical/Functional Skills
 
•  NICE CXone Platform (Must Have) 
• NICE CXone ACD, IVR, Studio, Omnichannel Routing
• NICE CXone Workforce Management (Forecasting, Scheduling, Real Time Adherence)
• Quality Management (QM), Interaction Analytics, QM Analytics
• NICE Enlighten AI
•  Contact Center Technologies 
• Advanced Routing: Skills based, Proficiency based, Omnichannel
• Digital Channels: Chat, Email, SMS, Social
• IVR Speech and Voice Technologies
• CTI integrations
•  Integration & APIs 
• REST and SOAP APIs
• Event based and real time integrations
• Integration frameworks and middleware concepts
•  Enterprise System Integrations 
• CRM: Salesforce, Microsoft Dynamics
• HR Systems: Workday
• ITSM: ServiceNow
• WFM: NICE WFM, IEX
• Identity: LDAP / Active Directory
•  Telephony & Networking 
• SIP, SBC, VoIP
• Telephony carrier routing and connectivity
•  Architecture & Design 
• End to end solution architecture
• High availability, scalability, and redundancy design
• Data flow modeling and system documentation
•  Experience 
• 5–10+ years designing and implementing Contact Center solutions
• 1+ year hands on experience with NICE CXone (mandatory)
 
Roles & Responsibilities
•  Solution Architecture & Design
• Architect end to end enterprise Contact Center solutions using NICE CXone.
• Design and configure ACD, IVR, Studio scripts, omnichannel routing, and digital engagement.
• Develop high level and low level technical designs, including platform configurations and integrations.
• Ensure scalability, resiliency, redundancy, and high availability of CX environments.
• Create and maintain architectural diagrams, data flow maps, and design documentation.
Technical Leadership
• Act as the Subject Matter Expert (SME) for NICE CXone capabilities.
• Provide technical leadership across cross functional teams: 
o Business Operations
o Workforce Management
o Telephony
o HR Systems
o CRM
o IT Operations
o External vendors
• Define and enforce best practices, governance standards, and coding guidelines for NICE Studio development.
• Lead architectural reviews and solution quality assurance.
Integration & Automation
• Architect and oversee integrations between NICE CXone and enterprise systems.
• Design API based, event driven, and real time integrations supporting customer journeys.
• Optimize data flows for analytics, reporting, dashboards, and performance insights.
• Partner with vendors and internal teams to ensure reliable, secure, and scalable integrations.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
  • Dice Id: 91097129
  • Position Id: 8921409
  • Posted 16 hours ago

Company Info

About Stanley David and Associates

We strive to add value and work as true partner with our clients

Stanley David And Associates is a recruitment specialist in the area of IT and Engineering and we stay firmly in our area of expertise, doing what we love.

We know the players and the companies and invest a lot of time getting to know candidates and clients in equal measure. This ensures a swift, cost effective and perfect placement whether it s permanent or interim.

In addition we have a reputation for having the best understanding of the market landscape, for sourcing great candidates

-We have a Global Footprint with offices in 3 countries USA, UK and India.

-SDNA Global have built up an incredible reputation within the IT strategic hiring.

-We work with Tier1 and Tier 2 IT Outsourcing companies for Leadership hiring needs in UK, Europe, USA and Indian geos.

-Each SDNA member has over 5 years of experience in Talent Acquisition

-We have successfully closed roles in countries UK, USA, Germany, Sweden, Dubai, France, Netherlands, Switzerland, Austria, Hungry, Spain, Italy, Norway, Denmark, Nigeria and South Africa

-Telecom, Media and Hi-tech

-Health care and Life Sciences

-Energy and Utilities

-CPG, Retail and Transport

-Banking and Financial Services


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