Solution Architect ( Nice CXOne )

Genpact; Pune District; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

Genpact is seeking a highly skilled NICE CXone Solution Architect to design, implement, and optimize enterprise-scale cloud contact center solutions on the NICE CXone platform. You will lead architecture work, design patterns, integrations, and AI-driven initiatives to enhance customer experiences.

The role requires deep expertise in CCaaS, CX, IVR, WFO, and SIP/VoIP, with hands-on NICE CXone experience and a track record of successful migrations from legacy CC platforms.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or related field.
• 12+ years of IT experience.
• 4+ years of hands-on NICE CXone solution architecture & implementation experience.
• Multiple NICE CXone implementation or migration projects delivered successfully.
• Experience migrating from legacy contact center platforms such as Avaya, Cisco UCCE/UCCX, Genesys, Five9 and Amazon Connect.

Responsibilities

• Design end-to-end NICE CXone solutions aligned with business and CX objectives.
• Define architecture standards, integration patterns, and best practices for cloud contact center implementations.
• Lead solution design workshops and gather business, functional, and technical requirements.
• Create HLD, LLD, and architecture documentation.
• NICE CXone Platform Expertise - Architect and implement NICE CXone modules.
• Integrations - Architect integrations between NICE CXone and enterprise applications.
• AI & Automation - Design conversational AI and self-service solutions.

Skills

NICE CXone

Studio scripting

CCaaS

CX

IVR

WFO

SIP/VoIP

AWS

Education

Bachelor's degree in CS/IT/Engineering

Tools

MuleSoft

Boomi

Apache Camel

Azure Integration Services

Job description

We are seeking a highly skilled NICE CXone Solution Architect to lead the design, architecture, implementation, and optimization of enterprise-scale cloud contact center solutions using the NICE CXone platform. The ideal candidate will possess deep expertise in omnichannel customer engagement, cloud contact center technologies, IVR design, workforce optimization, analytics, AI-driven automation, and system integrations.

Key Responsibilities:

• Design end-to-end NICE CXone solutions aligned with business and customer experience objectives.
• Define architecture standards, integration patterns, and best practices for cloud contact center implementations.
• Lead solution design workshops and gather business, functional, and technical requirements.
• Create High-Level Design (HLD), Low-Level Design (LLD), and architecture documentation.
• NICE CXone Platform Expertise - Architect and implement NICE CXone modules
• Integrations - Architect integrations between NICE CXone and enterprise applications
• AI & Automation - Design conversational AI and self-service solutions.

Required Skills :

• Expertise in NICE Studio scripting and routing workflows.
• Deep understanding of:
• Contact Center as a Service (CCaaS)
• Customer Experience (CX)
• Automatic Call Distribution (ACD)
• Interactive Voice Response (IVR)
• Workforce Optimization (WFO)
• Experience with SIP, VoIP, telephony, and contact center integrations.
• Strong understanding of cloud platforms:
• AWS

Integration Skills

• REST API design and integration.
• Experience with middleware tools such as: MuleSoft ,Boomi,Apache Camel,Azure Integration Services.
• CRM and ITSM integration experience.

Security & Compliance

• Knowledge of:
• OAuth 2.0 , SSO/SAML , Identity Management , PCI-DSS ,GDPR
• Data Privacy and Governance

Required Experience

• Bachelor's degree in Computer Science, Information Technology, Engineering, or related field.
• 12+ years of IT experience.
• 4+ years of hands-on NICE CXone solution architecture & Implementation experience.
• Multiple NICE CXone implementation or migration projects delivered successfully.
• Experience migrating from legacy contact center platforms such as: Avaya ,Cisco UCCE/UCCX ,Genesys ,Five9 and Amazon Connect

Preferred Certifications

• NICE CXone Certifications (Architect/Advanced Administration)
• AWS Certified Solutions Architect
• Microsoft Azure Solutions Architect Expert