Senior NICE CXone Enterprise Architect – Contact Center Transformation
Start Date: May 15, 2026 Duration: 102 Weeks Location: Frisco, TX Work Model: Remote with 20–30% Travel or Willingness to Relocate to Dallas, TX Position Overview We are seeking a highly experienced NICE CXone (inContact) Architect to lead the design, implementation, integration, and optimization of enterprise-scale contact center solutions. This role requires deep expertise across the NICE CXone ecosystem, including architecture, scripting, integrations, telephony, APIs, analytics, security, and omnichannel customer experience platforms. The ideal candidate will provide both strategic leadership and hands-on technical expertise while collaborating with business stakeholders, engineering teams, vendors, and client project teams to deliver scalable, resilient, and high-performing CX solutions. Key Responsibilities NICE CXone Solution ArchitectureDesign and implement enterprise-grade NICE CXone architectures with:High availability (HA)Multi-region deployment strategiesRedundancy and failover capabilitiesDisaster recovery alignmentScalability and performance optimization CXone Studio DevelopmentArchitect and develop advanced CXone Studio scripts utilizing:Dynamic and skills-based routingAPI-driven decision makingEvent-based triggersAsynchronous callbacksIntelligent IVR workflowsQueue management strategiesOmnichannel orchestration logic Telephony & Voice InfrastructureLead SIP and voice architecture initiatives including:SIP trunkingClient configurationCall flow optimizationCodec negotiationQoS designVoice resiliency planningTelephony troubleshooting and optimization Integrations & APIsDesign and implement integrations with enterprise platforms using:REST APIsSOAP web servicesOAuth2JWTSAMLSecure token-based authenticationWebhooks and asynchronous event streamsIntegrate NICE CXone with:Salesforce (required)Microsoft DynamicsServiceNowWorkforce management platformsEnterprise applicationsThird-party communication tools Data & AnalyticsDevelop real-time reporting and analytics solutions leveraging:NICE CXone AnalyticsBI connectorsReal-Time Data APIsData Exchange (DEX)Data streaming pipelinesDashboard and KPI reporting frameworks Omnichannel Customer ExperienceArchitect seamless customer journeys across:VoiceChatEmailSMSWhatsAppSocial media channels Security, Compliance & Best PracticesEnsure adherence to enterprise security standards and compliance requirementsImplement best practices for:Authentication and authorizationData protectionPlatform governanceSecure integrationsOperational resiliency Production Support & OptimizationLead root cause analysis and troubleshooting for complex production incidentsPerform:Capacity planningPerformance tuningPlatform optimizationOperational assessments Leadership & CollaborationTranslate business requirements into scalable technical solutionsProvide technical leadership and architectural guidanceMentor project team members and support knowledge transfer initiativesStay current with NICE CXone product roadmap and industry best practices Required Skills & Experience Core Technical ExpertiseExtensive hands-on experience with NICE CXone (inContact) platformAdvanced CXone Studio scripting expertiseStrong understanding of contact center architecture and telephony systemsDeep knowledge of SIP, Clients, call routing, and voice infrastructureExperience with enterprise integrations and API development Integration TechnologiesREST/SOAP APIsOAuth2JWTSAMLEvent-driven architecturesWeb services and middleware platforms CRM & Enterprise PlatformsProven Salesforce integration experience ( required)Experience integrating with:Microsoft DynamicsServiceNowWorkforce management systemsEnterprise data platforms Reporting & AnalyticsExperience with real-time analytics, reporting, and BI integrationUnderstanding of CX performance metrics and operational dashboards Soft SkillsStrong communication and stakeholder management skillsAbility to lead architecture discussions and technical workshopsExperience mentoring teams and providing thought leadership DeliverablesDesign documentation and architecture diagramsProcess flows and technical workflowsKnowledge transfer and mentoring of client project teamsParticipation as primary/co-author for project deliverablesData conversion and data maintenance supportBest practice recommendations and industry-specific solutionsEvaluation and recommendation of out-of-the-box alternativesTechnical configuration and hands-on development supportCross-functional collaboration with project and delivery teamsAdditional duties as assigned Preferred QualificationsNICE CXone certifications preferredExperience with enterprise-scale cloud contact center deploymentsFamiliarity with DevOps, CI/CD, and cloud-native integration patternsExperience supporting large-scale customer experience transformation initiatives