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CDW - NICE CxOne Architect - Contact Center Architecture

CDW - NICE CxOne Architect - Contact Center Architecture

CDWDelhi, IN
3 days ago
Job type
  • Remote
Job description

Description : About the Role :

As a NICE CXone Architect, you will be responsible for designing, architecting, and overseeing large-scale Customer Experience (CX) and Contact Center solutions.

You will engage with clients at a strategic level, translating business requirements into scalable and secure NICE CXone architectures.

This role demands a deep understanding of omni-channel customer engagement platforms, system integrations, and enterprise-grade solution delivery.

Key Responsibilities :

Solution Architecture & Design :

  • Define and design enterprise-wide NICE CXone solutions, covering IVR, ACD, WFM, QM, Analytics, and Digital Channels.
  • Develop solution blueprints, architecture diagrams, and integration patterns for NICE CXone and third-party systems (CRM, ERP, CPaaS, etc.
  • Ensure architecture aligns with client business goals, scalability requirements, and compliance standards.

Technical Leadership & Consulting :

  • Serve as the SME for NICE CXone, advising clients on adoption strategies, migration roadmaps, and optimization.
  • Guide pre-sales and solution consulting by providing architecture proposals, technical presentations, and effort estimations.
  • Act as an escalation point for critical architectural challenges during design and & Innovation :
  • Architect API-led integrations between NICE CXone and platforms like Salesforce, ServiceNow, Dynamics, or custom applications.
  • Leverage scripting (Java, Python, VB Script) for automation, call flow customizations, and advanced reporting.
  • Stay ahead of CX technology trends (AI, bots, voice biometrics, speech analytics) and embed them into solution strategies.

    • Governance & Best Practices :

  • Establish architectural standards, reference models, and best practices for NICE CXone implementations.
  • Perform design reviews, performance assessments, and scalability checks.
  • Ensure security, compliance, and regulatory alignment (PCI, HIPAA, GDPR, etc.

    • Qualifications & Skills :

  • Bachelors / Masters degree in Computer Science, Information Technology, or related field.
  • 10+ years in enterprise Contact Center engineering / architecture with at least 4 years in NICE CXone architecture.
  • Strong expertise in NICE CXone modules : Studio, ACD, IVR, WFM, QM, Speech Analytics, Digital Channels.
  • Solid understanding of SIP, VoIP, PBX, SBCs, and cloud telephony infrastructure.
  • Proficiency with REST / SOAP APIs, JSON, XML, and system integrations.
  • Programming / scripting exposure : Java, Python, VBScript (preferred).
  • Certifications : NICE CXone Certified Architect (preferred), CCNP / CCDP / Equivalent Vendor Certifications.
  • Excellent communication and stakeholder engagement skills, with ability to influence C-level executive

    • (ref : hirist.tech)

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