Principal Architect, NICE CXone
Core
Design and engineer complex Contact Center applications and CCaaS implementations, focusing on routing strategies, API integrations, and AI concepts for client engagements.
Role type
Principal Architect (Contact Center/CCaaS)
Builds
End-to-end technical architecture for Contact Center as a Service (CCaaS) platforms
Domain
Contact Center, Cloud Telephony, Customer Experience (CX)
Deliverable
production ML models | product features | infrastructure
Required skills
Contact Center architecture, API integrations, Web service design, JavaScript, Python, Java, C++, database design, middleware, solution design, technical documentation, roadmap planning, business case development, executive communication
Preferred skills
NICE CXone software development, cloud network infrastructure, enterprise CCaaS architecture, pre-sales and post-sales consulting, reusable code library design
Technologies
NICE CXone, Genesys Pure Cloud, Five9, Amazon Connect, Cisco, Avaya, inContact, Webex Collaboration, Google CCAI, CRM systems
Responsibilities
Lead technical resources for CCaaS implementations, create technical documentation for detailed designs, own end-to-end design of technical architecture including routing and IVR, mentor junior consultants, advise on testing strategy, conduct solution design meetings with clients and partners, develop transformation roadmaps, estimate and supervise technical efforts
Seniority
Principal, hands-on IC with strategy & mentorship