CCaaS Solutions Architect - AI, Integrations & CXone MPower

ITCON Services; Vienna (VA); On-site; USD 120,000 - 170,000; Full time

Job summary

ITCON Services seeks an experienced CXone MPower CCaaS architect to design and implement a scalable cloud contact center. You will lead end-to-end architecture from pre-sales scoping to deployment, specializing in integrations, IVR routing logic, and AI technologies.

Ideal candidates bring 5+ years in CCaaS customer-facing roles, NiCE CXone administration, and CXone delivery experience, plus API integration prowess. Federal governance experience is a plus.

Qualifications

• 5+ years in a consultative customer-facing CCaaS role.
• 5+ years administering NiCE CXone BU.
• 5+ years in CXone solution implementation and delivery.
• Experience with integration architecture and solution design.
• Familiarity with NLP solutions is highly preferred.

Responsibilities

• Design and implement scalable NiCE CXone MPower CCaaS environment.
• Lead end-to-end architecture from pre-sales scoping to deployment.
• Specialize in integrations, IVR, routing logic, and AI technologies.
• Oversee pre-sales & consulting, system integration, AI & automation.
• Ensure governance compliance, including federal standards.

Skills

CXone MPower

CXone Expert

APIs REST/SOAP

OAuth/JWT

NiCE CXone CXone MPower

SIP/Telephony

Integration Architecture

Cognigy

Omelia

SmartReach

Tools

Cognigy

Omelia

SmartReach

REST API

SOAP API

Job description

ITCON Services seeks an experienced CXone MPower CCaaS architect to design and implement a scalable cloud contact center. You will lead end-to-end architecture from pre-sales scoping to deployment, specializing in integrations, IVR routing logic, and AI technologies.

Ideal candidates bring 5+ years in CCaaS customer-facing roles, NiCE CXone administration, and CXone delivery experience, plus API integration prowess. Federal governance experience is a plus.