SysMind, LLC
SysMind, LLC

CCaaS Solution Architect

Lincoln, NE, US • Posted 16 hours ago • Updated 16 hours ago
Contract Independent
Contract W2
12 Months
No Travel Required
On-site
Depends on Experience
Fitment

Dice Job Match Score™

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Job Details

Skills

  • CCaaS
  • NICE CXone

Summary

Role Name: CCaaS Solution Architect
Location: Lincoln, Nebraska / Cincinnati, OH
 
Role Summary
We are looking for a senior CCaaS Solution Architect with strong customer-facing experience to design and deliver end-to-end cloud contact center solutions across leading CCaaS platforms such as NICE CXone, Genesys Cloud, Amazon Connect, and Microsoft CCaaS. The role involves owning the complete IVR customer journey, omnichannel design, WFM, and API-based integrations, translating customer requirements into scalable, secure cloud architectures.
 
Key Responsibilities
  • Design end-to-end CCaaS solutions, including IVR journeys, omnichannel flows, and customer experience design.
  • Lead customer workshops to gather requirements and propose best-fit CCaaS solutions.
  • Architect and integrate Workforce Management (WFM), reporting, and analytics.
  • Design and govern API-based integrations with CRM and enterprise systems.
  • Create high-level and detailed architecture, call flow, and integration diagrams.
  • Support on-prem to CCaaS migration and cloud transformation initiatives.
  • Provide architectural leadership, estimates, and guidance to delivery teams.
 
Must-Have Skills
  • 10 to 15 years of experience in Contact Center / CCaaS architecture.
  • Hands-on experience with multiple CCaaS platforms such as:
    • NICE CXone (preferred)
    • Genesys Cloud
    • Amazon Connect
    • Microsoft CCaaS
  • Strong expertise in:
    • IVR & customer journey design
    • WFM solutions
    • REST/API integrations
  • Experience integrating CCaaS with CRM systems (Salesforce, MS Dynamics).
  • Solid understanding of cloud platforms (AWS / Azure / Google Cloud Platform).
  • Good knowledge of security, compliance, and data privacy in cloud contact centers.
Preferred
  • NICE CXone certification.
  • Experience with AI-driven contact center capabilities.
  • Exposure to Quality Management (QM).
  • Familiarity with Agile delivery and Jira.

SYSMIND LLC is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without any discrimination. We promote and support a diverse workforce at all levels in the company. All job offers are contingent upon completion of a satisfactory background check and reference checks. Additionally passing the drug test may also be required. All contractors intending to work on SYSMIND's W2 are "at will" employees.

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: 10114932
  • Position Id: 134648-9119-
  • Posted 16 hours ago
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