CCaaS Service Solutions Architect (NiCE)

Core ResponsibilitiesBridge Business requirements and technical realities by designing and implementing a scalable NiCE CXone MPower cloud-based Contact Center (CCaaS - Contact Center as a Service ) environment. Lead end-to-end architecture, from pre-sales scoping to deployment, specializing in integrations, IVR, routing logic, and Advanced AI technologies.Core responsibilities include but are not limited to:Solution Design including call routing, omnichannel solution, and WFM. Pre-Sales & Consulting System Integration AI & Automation Migration & Deployment Governance (Federal compliance) Core to this role is a can-do attitude able to provide expert consulting, build out a BU, architect/lead an implementation, and roll up the sleeves to perform adminstrative work.Experience5+ years of hands-on experience in a consultative customer-facing role within the CCaaS space. 5+ years of experience administrating NiCE CXone BU 5+ programmatic experience with API's (REST, SOAP), authentication (OAuth, JWT) 5+ years in CXone solution implementation and delivery. Prove experience in integration architecture and solution design Experience with Cognigy, Omelia, and/or SmartReach is a plus Ability to manage deliverables across multiple projects and meet deadlines Skills And CertsNCDP (NiCE Certified Development Professional), NCIE (NiCE Certified, Implementation Engineer) Deep Knowledge of the NiCE CXone MPower platform, CXone studio scripting, ACD configuration, and SIP/Telephony architecture. Proficiency with API's (REST, SOAP), authentication (OAuth, JWT - Jason Web Token), and event-driven architectures. Stakeholder management, ability to transfer complex technical concepts to business leaders, and strong technical writing capabilities. Prepare and deliver presentations to clients and stakeholders in the form of solution approaches, impact assessments, and demonstrations. Familiarity with AI, National Language Processing (NLP/NLU) solutions is higly preferred. Provide technical architecture leadership, analysis, design, development, and enhancement.