Location: REMOTE / Toronto, New York
This job allows you to work remotely.
We are seeking a seasoned CX Architect for NICE CXone to lead the architecture and implementation of an enterprise contact centre / customer experience platform. In this role you will design end-to-end solutions, define integration strategies, oversee call-flow design and routing logic, ensure scalability and resiliency, and work across business and technical stakeholders to align CX technology with our strategic goals.
You will act as the technical lead for NICE CXone and related CX stack, mentor engineering teams, influence vendor strategy and ensure architectural governance. The ideal candidate brings deep experience in enterprise-scale contact centre architectures, NICE CXone (or equivalent CCaaS) deployments, API integrations, scripting/automation skills, and a proven track record of delivering high-impact CX transformations.
Deliverables:
- Lead architecture and solution design for NICE CXone deployments, including inbound/outbound voice, chat, email, SMS, social (digital channels), self-service (IVR, bots) and agent desktop.
- Develop high-level and detailed architecture documents: solution blueprints, data flow diagrams, integration maps, deployment topology, scalability/failover plans.
- Translate business requirements (e.g., service levels, omni-channel routing, workforce optimisation, analytics) into technical designs in NICE CXone (modules such as ACD, IVR, routing, WFM, QM, analytics).
- Configure and/or oversee configuration of NICE CXone components (e.g., call flows built in Studio, routing strategies, skills-based routing, digital channel flows) and integrate with backend systems (CRM/ERP/WFM/analytics).
- Define and lead integration strategy: APIs (REST/SOAP), events/webhooks, middleware, data ingestion/analytics frameworks, real-time and batch integrations.•
- Ensure platform architecture meets non-functional requirements: scalability, high availability, disaster recovery, security/compliance. For example, - NICE CXone’s open cloud architecture emphasises scalability, compliance and resiliency.
- Act as SME (subject-matter expert) on NICE CXone within the organisation: provide guidance on modules, best-practices, new features, migration paths, and performance tuning.
- Provide pre-sales/solution consulting support as needed: gathering data, evaluating opportunities, creating technical proposals, presenting architecture to stakeholders (technical and business).
- Collaborate with project/delivery teams to oversee implementation, ensure alignment with architecture, perform design reviews, identify/mitigate technical risks.
- Monitor/measure system performance, identify improvement opportunities; drive continuous improvement of the CX platform (automation, AI, analytics).
- Develop and enforce architecture standards, reference models, governance around CX implementations (e.g., data models, call-flow templates, integration patterns).
- Stay current with emerging CX technologies (AI, bots/IVA, speech analytics, generative AI, cloud contact-centre trends) and incorporate into platform roadmap and design considerations.
Must Have Skills:
• 7–10+ years in enterprise contact centre architecture or CCaaS platform leadership.
• Deep experience with NICE CXone (ACD, IVR/Studio, routing, WFM, QM, analytics, digital channels) or equivalent CCaaS solutions.
• Strong knowledge of omni-channel routing, call-flow design, data flows, API integrations, middleware, and platform scaling.
• Hands-on expertise with REST/SOAP APIs, webhooks, integration patterns, and automation scripting (JavaScript, Python, PowerShell, etc.).
• Strong understanding of cloud architecture, security, HA/DR, and performance engineering.
• Ability to work with business, operations, and engineering teams to translate high-level CX requirements into technical designs.
• Experience leading governance, standards, design reviews, and architectural oversight.
• Experience with AI, IVA, speech analytics, or emerging CX technologies (preferred).
• Excellent communication skills; able to present complex architecture to both technical and non-technical audiences.
• Experience mentoring engineers or acting as technical lead in CX platform initiatives.