NICE CXone Solution Architect
Key ResponsibilitiesSolution Architecture & Platform OwnershipServe as the primary Solution Architect for the NICE CXone platform.Design, implement, and enhance NICE CXone solutions aligned with business and operational requirements.Provide technical leadership for platform configuration, optimization, scalability, and integrations.Lead architectural discussions and recommend best practices for contact center solutions.Support platform upgrades, feature rollouts, and continuous improvement initiatives.Collaborate with business stakeholders, operations teams, and vendors to deliver optimal CX solutions.Platform Support & OperationsProvide hands-on L2/L3 technical support for NICE CXone during US business hours (Pacific Time).Troubleshoot and resolve platform incidents, call routing issues, integration failures, reporting issues, and performance concerns.Ensure high availability and operational stability of the NICE CXone environment.Participate in incident management, root cause analysis, and problem management activities.Coordinate with NICE support and third-party vendors as required.Offshore Team ManagementManage and lead a team of approximately 5 offshore support resources.Ensure effective 18x7 support coverage for the platform.Define support processes, SLAs, escalation procedures, and operational best practices.Mentor and guide offshore team members on troubleshooting, support processes, and platform administration.Monitor team performance and ensure timely resolution of incidents and service requests.Integration & Technical SupportSupport integrations with CRM systems, telephony, workforce management, IVR, APIs, and other enterprise applications.Work with infrastructure, network, security, and application teams to support end-to-end solution delivery.Develop and maintain technical documentation, support procedures, and architecture diagrams.Required QualificationsBachelor's degree in Computer Science, Information Technology, Engineering, or related field.7+ years of experience in Contact Center technologies.5+ years of hands-on experience with NICE CXone platform administration and solution architecture.Strong understanding of NICE CXone Studio, ACD, IVR, Omnichannel routing, WFM/WEM, Reporting & Analytics, and call flows/scripting.Experience supporting enterprise-scale contact center operations.Experience managing offshore or distributed support teams.Strong troubleshooting and incident management skills.Experience with integrations using APIs, CRM platforms, and telephony systems.Excellent communication and stakeholder management skills.Ability to work during US Pacific Time business hours.Key SkillsNICE CXone ArchitectureContact Center OperationsTechnical Support & TroubleshootingTeam LeadershipIncident & Problem ManagementIVR & Call Flow DesignAPI & System IntegrationsStakeholder CommunicationCloud Contact Center SolutionsSuccess CriteriaEnsure high platform availability and operational stability.Deliver timely incident resolution and proactive problem management.Successfully manage offshore support operations and SLA adherence.Drive continuous platform enhancements and optimization initiatives.Maintain strong stakeholder and business user satisfaction.