Role: NICE inContact / NICE CXone Implementation Architect (Voice & Salesforce Integration)
Location: Remote
Exp. : 12 to 16 years
JD :
Role Overview
Seeking an experienced NICE CXone (inContact) Implementation Architect to lead enterprise contact center transformation initiatives, including voice platform implementation, omnichannel integration, and Salesforce (SFDC) integration.
The ideal candidate will have strong expertise in NICE CXone architecture, IVR/ACD call flows, voice integrations, APIs, CRM integration, and cloud contact center modernization programs.
Key Responsibilities
Architect and implement NICE CXone / inContact solutions
Design IVR, ACD, routing, Studio scripting, and voice workflows
Integrate NICE CXone with Salesforce Service Cloud (SFDC)
Configure omnichannel capabilities including voice, chat, email, and SMS
Design SIP trunking, telephony, and call routing architecture
Implement APIs, web services, and middleware integrations
Configure SSO/SAML, security, and compliance controls
Lead migration from legacy contact center platforms
Support reporting, analytics, workforce optimization, and QA integrations
Collaborate with Infrastructure, Telecom, CRM, and Business teams
Required Skills
NICE CXone / inContact implementation expertise
Voice architecture & contact center technologies
Salesforce Service Cloud integration experience
IVR/ACD design & Studio scripting
SIP, SBC, VoIP, telephony integration knowledge
REST/SOAP APIs & middleware integrations
Omnichannel contact center experience
Cloud contact center transformation experience
Preferred Experience
8–15+ years in Contact Center / CCaaS architecture
Experience with:
Salesforce Service Cloud Voice
Five9
Genesys
Amazon Connect
NICE CXone certifications preferred
Enterprise-scale implementations preferred
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