{"schemaVersion":"jobsearcher.job.v1","id":"8d16e7f0bb1077c19bb2eebb","url":"https://jobsearcher.com/jobs/8d16e7f0bb1077c19bb2eebb","canonicalUrl":"https://jobsearcher.com/jobs/8d16e7f0bb1077c19bb2eebb","title":"Call center Architect","description":"Job TitleCall center ArchitectLocation: Columbus, OHFTEJob Description • 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 Operationso Workforce Managemento Telephonyo HR Systemso CRMo IT Operationso 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.","company":"AceStack","rawCompany":"acestack","city":"Columbus","state":"OH","isRemote":false,"isActive":true,"createdAt":"2026-05-13T06:21:35.795Z","occupations":[{"code":"15-1299.08","title":"Computer Systems 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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 Operationso Workforce Managemento Telephonyo HR Systemso CRMo IT Operationso 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, 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