NiCE CXone Application Architect

Tential Solutions; Dresher (Montgomery County); On-site; USD 140,000 - 200,000; Full time

Job summary

Tential Solutions seeks a senior software architect to lead architecture for customer engagement platforms including CCaaS, IVR, IVA, and AI-powered solutions. You will drive design, governance, and scalable implementations while partnering with product owners and security teams.

Responsibilities include frontend/backend alignment, driving modern architecture patterns, and mentoring engineers to deliver robust, secure, and observable contact center solutions at scale.

Qualifications

• Minimum 8 years of Software Engineering experience with at least 2 years in a lead role.
• Proven ability to architect and deliver CCaaS and omnichannel solutions.
• Experience with IVR, IVA, and conversational AI platforms.
• Strong collaboration with Product Owners and cross-functional teams.

Responsibilities

• Define architecture and technical standards for customer engagement platforms.
• Lead design efforts for contact center modernization and integrations.
• Evaluation and implementation of AI-powered engagement capabilities.
• Establish integration patterns, governance, and security standards.
• Provide technical leadership to scrum teams and mentor staff.
• Collaborate with security, compliance, and enterprise architecture teams.

Skills

Software architecture

CCaaS platforms

IVR/IVA

AI-powered CX

Agile/Scrum

DevOps tooling

.NET ecosystem

SQL/Databases

Tools

NICE CXone

Genesys Cloud

Five9

Amazon Connect

Cisco Webex Contact Center

Job description

Provides architectural leadership for customer engagement and contact center technologies, including Contact Center as a Service (CCaaS), IVR, IVA, conversational AI, agent desktop, workforce optimization, digital channels, and CRM integrations. Partners with business and technology stakeholders to design scalable customer experience solutions that balance customer satisfaction, operational efficiency, security, reliability, and regulatory requirements.

Job Functions, Essential Duties And Responsibilities

• Defines architecture and technical standards for customer engagement platforms, including CCaaS, IVR, IVA, omnichannel routing, workforce engagement, and conversational AI solutions.
• Leads architecture and solution design efforts for contact center modernization initiatives, including integration with CRM platforms, identity and authentication services, telephony providers, knowledge systems, and enterprise applications.
• Evaluates and implements AI-powered customer engagement capabilities such as virtual agents, voicebots, chatbots, intelligent call routing, authentication solutions, call summarization, and agent-assist technologies.
• Establishes integration patterns and governance standards for CCaaS and customer experience platforms to ensure scalability, resiliency, observability, security, and maintainability.
• Relies on extensive experience and sound judgment to prioritize workload and engagement with teams.
• Establishes strong alignment with Product Owners to understand, influence, and deliver on roadmaps.
• Sets technical direction and provides proactive oversight to scrum teams so solutions are secure, scalable, efficient, and stable.
• Leads, coaches, and mentors technical staff.
• Establishes standards, proofs of concept, and templates that enable teams to deliver high-quality software efficiently.
• Designs, prototypes, and guides implementation of agent-based solutions (e.g., tool-using workflows, orchestration, retrieval, and guardrails) within approved platforms and enterprise standards, partnering with security, compliance, and enterprise architecture as needed.
• Defines and promotes standards for responsible use of AI and automation across the software lifecycle—including approved tools, data-handling expectations, human review for high-risk decisions, and patterns for integrating AI, model-based, or agent-based capabilities—in partnership with security, compliance, and enterprise architecture as applicable.
• Evaluates AI-enabled tools and practices (e.g., code generation, review support, refactoring, testing, documentation, operations, and agent-based workflows where appropriate) for fit, risk, cost, and maintainability; drives adoption through reference implementations, guardrails, and templates
• Participates in project discussions to remove technical impediments and assists in establishing estimates.
• Performs design and development for complex work as an active contributor to the project pipeline.
• Collaborates with other Application Architects and Platform Architects to identify, socialize, and confirm the best possible solutions.
• Holds a high degree of responsibility for application architecture and technical execution within a program.
• Takes ownership and provides technical leadership when production issues require software engineering expertise.
• Assists with other tasks and projects as assigned.
• Responsible for protecting, securing, and proper handling of all confidential data held by Ascensus to ensure against unauthorized access, improper transmission, and/or unapproved disclosure of information that could result in harm to Ascensus or our clients.
• At Ascensus we are guided by our Core Values of People Matter, Quality First and Integrity Always®. They inspire us every day to prioritize an environment of respect for those we serve and one another and should be visible in your actions on a day-to-day
• Supervision
• Leadership, mentoring, and coachinG

Experience, Skills, Knowledge Requirements

• Required Skills
• Minimum 8 years of Software Engineering experience with a minimum of 2 years in a lead role
• Passion for leadership, mentoring, and coaching to help others succeed
• Experience architecting and delivering solutions using Contact Center as a Service (CCaaS) platforms such as NICE CXone, Genesys Cloud, Five9, Amazon Connect, or equivalent customer engagement platforms.
• Experience designing and implementing IVR, IVA, conversational AI, chatbot, voicebot, and omnichannel customer engagement solutions.
• Experience integrating CCaaS and customer engagement platforms with CRM solutions, identity providers, enterprise APIs, workflow engines, knowledge management systems, and backend business applications.
• Experience with NICE CXone, Genesys Cloud, Five9, Amazon Connect, Cisco Webex Contact Center, or similar CCaaS platforms.
• Experience with IVA and conversational AI platforms such as ASAPP, Cognigy, Kore.ai, Google CCAI, Microsoft Copilot Studio, Amazon Lex, or similar technologies
• Knowledge of customer experience architecture patterns including intelligent routing, skills-based routing, workforce engagement, call recording, quality management, customer authentication, fraud prevention, and analytics.
• Experience evaluating and implementing AI-powered customer service technologies, including agent-support, conversational AI, speech analytics, knowledge retrieval, call summarization, and automation capabilities.
• Understanding of telephony, SIP, call flows, routing strategies, IVR design patterns, and cloud-based contact center architectures.
• Excellent communication and teamwork skills with ability to explain and influence architectural direction
• Excellent technical skills with deep knowledge of development technologies and tools
• Excels in a results focused organization
• Experience with IVA and conversational AI platforms such as ASAPP, Cognigy, Kore.ai, Google CCAI, Microsoft Copilot Studio, Amazon Lex, or similar technologies.
• Experience with Agile/Scrum, continuous integration, continuous delivery, and related DevOps tooling and practices.
• Experience with multiple database platforms (e.g., MS SQL Server, Sybase, Oracle, or similar).
• Expert-level proficiency in the .NET ecosystem.
• Demonstrated proficiency with AI-assisted engineering tools for implementation, code review support, refactoring, and technical research, including clear human review habits and compliance with data/security policies.
• Practical experience designing, prototyping, or delivering agent-based or model-assisted application capabilities (e.g., orchestration, tool/API integration, guardrails, observability, and production support considerations).
• Strong troubleshooting and problem-solving skills in complex production and delivery environments.
• Experience with IVA and conversational AI platforms such as ASAPP, Cognigy, Kore.ai, Google CCAI, Microsoft Copilot Studio, Amazon Lex, or similar technologies.
• Experience with Agile/Scrum, continuous integration, continuous delivery, and related DevOps tooling and practices.
• Experience with multiple database platforms (e.g., MS SQL Server, Sybase, Oracle, or similar).
• Provider with NICE CXone, Genesys Cloud, Five9, Amazon Connect, Cisco Webex Contact Center, or similar CCaaS platforms.
• Strong troubleshooting and problem-solving skills in complex production and delivery environments.

Nice to Have Skills

• Experience with customer authentication and fraud prevention solutions such as Pindrop or equivalent technologies.
• Experience designing omnichannel customer journeys across voice, chat, SMS, email, and digital channels.
• Experience with Salesforce Service Cloud, Dynamics 365 Customer Service, or other CRM platforms supporting contact center operations.