Job Title: Senior / Principal Solution Architect – Contact Center
Duration: Long term
Location: Remote
Primary Skills: NICE CXone, Amazon Connect (AWS), Siera
Role Overview
We are looking for an experienced End-to-End Contact Center Solution Architect with deep expertise in NICE CXone, Siera and Amazon Connect to lead enterprise contact center transformation initiatives. The architect will be responsible for solution discovery, architecture, design, integration, implementation, migration, and deployment of cloud-based omnichannel contact center platforms.
The ideal candidate must have strong hands-on architecture experience, particularly integrating contact center platforms with Salesforce Service Cloud, enterprise applications, and AI-powered customer service solutions.
Hiring Preference: Candidates with expertise across NICE CXone, Siera, Amazon Connect, Salesforce Service Cloud, and AI-enabled contact center transformation will be prioritized.
Key Responsibilities
· Own end-to-end solution architecture for NICE CXone and Amazon Connect implementations, modernization, and migration programs.
· Design enterprise contact center capabilities, including IVR, ACD, CTI, omnichannel routing, inbound/outbound calling, and digital engagement.
· Architect Salesforce Service Cloud integrations, including agent desktop, screen pops, customer 360, case management, and workflow automation.
· Design conversational AI, virtual agents, intelligent routing, agent assist, real-time transcription, call summarization, and sentiment analysis solutions.
· Define integration architecture using AWS Lambda, Lex, Bedrock, API Gateway, REST APIs, and event-driven services.
· Lead legacy contact center migrations, telephony integrations, data migration, testing, cutover, and production deployment.
· Develop high-level and low-level architecture, integration specifications, solution estimates, and implementation roadmaps.
· Ensure security, scalability, high availability, disaster recovery, performance, and regulatory compliance.
· Provide technical leadership to engineering teams and collaborate with business stakeholders, enterprise architects, and client leadership.
Required Technical Skills
· NICE CXone / Siera: ACD, Studio, IVR, digital channels, skills-based routing, APIs, recording, analytics, and workforce engagement management.
· Amazon Connect: Contact flows, routing profiles, queues, CCP, Contact Lens, Amazon Lex, and AWS Lambda.
· Salesforce: Service Cloud, CTI integration, Salesforce Voice capabilities, Omni-Channel, and Agentforce.
· AWS: Lambda, Bedrock, API Gateway, S3, IAM, CloudWatch, EventBridge, and serverless architecture.
· Telephony: SIP, PSTN, SBC, carrier connectivity, call recording, and voice infrastructure.
· Integration: REST APIs, webhooks, middleware, event-driven integration, and enterprise application connectivity.
· Architecture: Cloud-native architecture, HLD/LLD, security, scalability, observability, and HA/DR.
Preferred Qualifications
· Proven experience architecting at least two enterprise-scale contact center implementations.
· Strong hands-on experience in NICE CXone or Amazon Connect, preferably both platforms.
· Experience integrating Salesforce Service Cloud with enterprise contact center platforms.
· Knowledge of GenAI, conversational AI, agentic workflows, and contact center automation.
· AWS Solutions Architect and/or NICE CXone certifications preferred.
· Strong client-facing communication, solution estimation, technical leadership, and stakeholder management skills.
Mandatory Candidate Screening Criteria
1. Must have independently owned end-to-end contact center solution architecture, not just development or configuration.
2. Must demonstrate deep architectural expertise in NICE CXone or Amazon Connect, with exposure to both preferred.
3. Must have experience with Salesforce Service Cloud / CTI integration.
4. Must have delivered at least two production contact center implementations or migrations.
5. Must be capable of leading architecture discussions, technical estimations, and solution design with enterprise clients.
