Application Tech Support Practitioner

NICE CXone Enterprise Architect

We are seeking an experienced Enterprise Architect specializing in NICE CXone with 10+ years to lead the design, implementation, and optimization of enterprise-grade contact center solutions. This role will serve as the technical authority for all CXone platform decisions, aligning architecture with business strategy and ensuring seamless integration across customer experience (CX) platforms. Candidate should have deep technical and functional expertise in NICE CXone modules, contact center ecosystems, and cloud-based communication infrastructure. This role will work closely with business stakeholders, solution architects, operations teams, and vendors to drive scalable, secure, and high-performance customer engagement solutions.

Key Responsibilities:

• Act as the SME for NICE CXone, advising on platform capabilities, limitations, best practices, and roadmap alignment.
• Lead the technical design and optimization of key CXone components including: ACD, IVR and Studio scripting, Omnichannel Routing (Voice, Email, Chat, SMS, Social) WEM suite (Workforce Management, Quality Management, Performance Management) Interaction Analytics and Real-Time Speech Analytics (RTSA), Agent Assist, AI/ML integrations, and Bot Frameworks.
• Develop custom routing logic, scripts, and data actions using CXone Studio, Actionable Workflows, and APIs.
• Define and implement real-time and historical reporting strategies using NICE CXone Reporting tools, BI Connect, and integrations with enterprise data lakes or reporting platforms (e.g., Power BI, Tableau).
• Design data flows and API architectures for integration with CRMs (Salesforce, MS Dynamics), identity providers (SSO/SAML/OAuth), ERPs, ticketing systems, and legacy telephony platforms.
• Guide SIP trunking, call recording, transcription, and encryption architectures, ensuring alignment with compliance standards (e.g., GDPR, HIPAA, PCI-DSS).
• Lead cloud migration strategies, platform upgrades, tenant management, and failover/disaster recovery planning.
• Implement DevOps automation for configuration deployment using tools like Git, Jenkins, or CI/CD pipelines where applicable.
• Evaluate and select NICE CXone third-party ecosystem tools (e.g., AudioCodes SBCs, Calabrio, Verint, Google CCAI, or AWS Lex).
• Define technical standards, best practices, documentation templates, and reusable assets to support delivery teams.
• Establish architectural standards and governance processes to ensure system reliability, security, and scalability.
• Collaborate with product owners, business analysts, and developers to translate business needs into technical solutions.
• Provide guidance on NICE CXone APIs, data models, and automation use cases and implementation as per the business requirement.
• Review and validate solution designs, implementation plans, and vendor deliverables.
• Support performance tuning, capacity planning, disaster recovery, and compliance initiatives.
• Up to date with NICE CXone updates, partner solutions, and contact center industry trends.

Required Qualifications:

• 15+ years of experience in contact center technology, with at least 5–8 years of hands-on experience with NICE CXone (formerly inContact).
• Proven experience in designing and implementing large-scale CXone deployments.
• Strong understanding of NICE CXone modules: ACD, Mpower, Studio, WFM, QM, Analytics, Chat, Email, SMS, and Voice.
• Expertise in APIs, Web Services, REST/SOAP integrations with CXone.
• Solid understanding of cloud architecture, network topology, and security principles.
• Experience in integrating CXone with CRM platforms like Salesforce, MS Dynamics, or ServiceNow.
• Strong documentation, communication, and stakeholder management skills.
• Familiarity with Agile, DevOps, and CI/CD pipelines in CX solution delivery.

Preferred Qualifications:

• NICE CXone certifications (e.g., Certified Implementation Engineer, WFM Specialist).
• Knowledge of scripting languages (JavaScript, PowerShell) for automation within CXone.
• Experience with third-party tools like AudioCodes, Telco integrations, or workforce analytics platforms.
• Prior experience working in a regulated industry (e.g., healthcare, finance) is a plus.
• Good experience in telecom domain including SBC, Gateway, service provider network, SIP trunk, RTP, PRI, SIP Webrtc etc.

Soft Skills:

• Strategic thinker with a problem-solving mindset.
• Strong leadership and mentoring capabilities.
• Ability to translate complex technical concepts for non-technical audiences.
• Collaborative, adaptable, and detail oriented.