NiCE CXONE Architect

Infosys; United States; On-site; USD 150,000 - 220,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life Insurance

401(k) plan and contributions

Job summary

Infosys seeks an experienced Contact Center Program Leader to drive large-scale customer service transformations for clients worldwide. You will oversee global delivery teams, manage stakeholders, and guide end-to-end program execution across banking, wealth management, and insurance domains.

This full-time role emphasizes governance, budgeting, risk management, and cross-functional collaboration with business and technology stakeholders.

Qualifications

• Experience leading large-scale contact center programs.
• Strong background in delivery governance and risk management.
• Experience coordinating globally distributed teams.

Responsibilities

• Create business requirement documents covering functional and non-functional requirements from client workshops.
• Review, propose, and develop solution architecture for scalable, reliable designs.
• Assess technologies and platforms to meet business requirements.
• Develop integration strategies across diverse technologies and systems.
• Identify risks, monitor performance, and drive optimization initiatives.

Skills

Contact Center Program Management

Delivery Leadership

Customer Experience Transformation

Stakeholder Communication

Risk Management

Education

Bachelor’s degree or foreign equivalent

Job description

Overview

Infosys Financial Services unit is a global leader in driving digital transformation for financial institutions. We specialize in leveraging advanced technologies such as AI, cloud, and data-led innovation to help our clients accelerate growth and unlock business value. Our AI-driven solutions empower financial institutions to make smarter decisions, enhance customer experiences, and achieve operational excellence. Join us to be part of a pioneering team that is at the forefront of financial services transformation. You'll have the opportunity to work with cutting-edge AI technologies, collaborate with industry experts, and contribute to transformative projects across banking, wealth management, and insurance sectors. If you're passionate about AI and eager to make a significant impact, the Infosys Financial Services unit is the perfect place for you to grow and excel.

Area Of Responsibility

• Create business requirement documents covering functional and non-functional requirements, basis information gathered as part of workshops and interviews with client stakeholders
• Review, propose, and develop solution architecture, ensuring application design aligns with the proposed framework and which are scalable, reliable and maintainable
• Assess and recommend suitable technologies, tools and platforms for implementation as a part of architectural design, to meet business requirements
• Review technical solutions and develop strategies for integration with different technologies and systems, to ensure seamless communication and data flow
• Resolve complex technical challenges during build, deployment, and support phases while promoting reusable frameworks and artifacts
• Provide specialized insights to development team and build collaborative relationships with clients and internal teams, securing successful execution of projects
• Identify potential risks in the system landscape, monitor system performance and suggest optimization initiatives in line with business requirements and long-term objectives
• Establish and uphold comprehensive knowledge base to guarantee that vital information is systematically recorded and readily available
• Contribute to proposals and RFPs by delivering insights related to architectural solutions, for successfully delivering the proposed solutions

Contribution To The Team

• Expertise in designing and reviewing solution architectures that align with business goals.
• The ability to provide architectural insights to strengthen solution proposals and ensure successful delivery.
• A strategic mindset to align technical solutions with business goals and market trends.
• Proactively drive initiatives to ensure smooth execution and transition of projects.
• The ability to engage with clients and internal teams to build strong and productive relationships.
• Passion for mentoring and fostering a knowledge-sharing culture.

Required Skill And Experience

Experienced Contact Center Program and Delivery Leader with extensive experience leading large-scale customer service transformation initiatives, managing global delivery teams, driving stakeholder engagement, and overseeing end-to-end program execution. Strong background in contact center operations, client relationship management, delivery governance, resource planning, risk management, vendor coordination, and strategic account growth. Proven ability to align business objectives with technology solutions, improve customer experience outcomes, and successfully deliver complex programs across geographically distributed teams. Add details about Core Technical and Domain Skills

Preferred Skill And Experience

• Contact Center Program Management, Delivery Leadership, and Customer Experience transformation initiatives.
• Proven track record of leading large-scale, enterprise-wide contact center programs from planning through execution and operational stabilization.
• Strong expertise in program governance, delivery management, stakeholder communication, risk mitigation, budgeting, and resource planning.
• Experience managing cross-functional, geographically distributed teams and coordinating with business, operations, and technology stakeholders.
• Demonstrated ability to drive customer experience improvements, operational excellence, and business transformation outcomes.

Additional Required Qualifications

Add details about Key Technical and Domain Skills

• Bachelor’s degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education.
• This position may require relocation and/or travel to work/project location.
• Candidates authorized to work for any employer in the United States without employer-based visa sponsorship are welcome to apply. Infosys is unable to provide immigration sponsorship for this role now or in the future.

Benefits

Along with competitive pay, as a full-time Infosys employee you are also eligible for the following benefits:

• Medical/Dental/Vision/Life Insurance
• Long-term/Short-term Disability
• Health and Dependent Care Reimbursement Accounts
• Insurance (Accident, Critical Illness , Hospital Indemnity, Legal)
• 401(k) plan and contributions dependent on salary level
• Paid holidays plus Paid Time Off

About Us

Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.

EEO

Infosys provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.