Servion - NICE CxOne Architect - UCaaS/CCaaS Solutions

Job Title : NICE CXone Architect

Experience : 8+ Years

Employment Type : Full Time

About the Role :

We are looking for an experienced NICE CXone Architect to design, implement, and optimize enterprise-grade Customer Experience (CX) solutions using the NICE CXone platform.

The role involves working closely with business and technical stakeholders to build scalable UCaaS/CCaaS solutions, integrate enterprise systems, and enhance customer engagement capabilities.

The ideal candidate will have strong experience in contact center technologies, cloud integrations, and CX platform architecture, along with the ability to drive technical discussions and solution design for enterprise clients.

Key Responsibilities :

- Design, architect, and implement end-to-end solutions on the NICE CXone platform.

- Work with stakeholders to gather requirements and translate business needs into scalable CX architectures.

- Lead deployment, configuration, and integration of NICE CXone with enterprise applications.

- Implement and optimize contact center workflows, IVR, routing strategies, and automation.

- Integrate third-party systems such as CRM, ticketing systems, APIs, and communication tools.

- Monitor and assess system performance, reliability, and scalability, recommending improvements where required.

- Provide technical leadership and mentorship to engineering teams.

- Stay updated with latest NICE CXone capabilities, CCaaS/UCaaS trends, and CX technologies.

- Ensure best practices in security, performance optimization, and system reliability.

- Support enterprise clients with solution architecture and troubleshooting complex technical issues.

Required Skills & Qualifications :

- 8+ years of experience in contact center technologies or CX platforms.

- Hands-on experience with NICE CXone platform architecture and implementation.

- Strong knowledge of UCaaS / CCaaS platforms and cloud-based contact center solutions.

- Experience with API integrations, CRM integrations (Salesforce, Dynamics, etc.).

- Understanding of IVR design, call routing, workforce optimization, and omnichannel contact center solutions.

- Knowledge of cloud technologies and integration frameworks.

- Strong system architecture and troubleshooting skills.

- Excellent stakeholder communication and technical leadership capabilities.

Preferred Qualifications :

- NICE CXone certifications.

- Experience with enterprise contact center migrations or digital transformation projects.

- Exposure to AI-driven CX solutions, automation, or conversational AI.

- Experience with cloud platforms such as AWS, Azure, or GCP.

Why Join Us :

- Opportunity to work on enterprise-scale CX transformation projects.

- Exposure to cutting-edge CCaaS/UCaaS technologies.

- Collaborative environment with high ownership and architectural impact.