NICE CXone (InConnect) Architect

Net2Source (N2S); Frisco (TX); On-site; USD 120,000 - 160,000; Full time

Job summary

Net2Source (N2S) is seeking a Senior/Architect-level professional in Frisco, Texas, responsible for designing and optimizing enterprise NICE CXone contact center solutions. The successful candidate will provide technical leadership for scalable and resilient customer experience platforms, ensuring best practices in security and compliance. Key duties include architecture design, implementation of integrations, and leading CX transformation initiatives. Knowledge of CXone APIs and a strong architectural background are essential for this role.

Qualifications

• Senior/Architect-level experience in designing enterprise contact center solutions.
• Technical leadership experience with customer experience platforms.
• Familiarity with NICE CXone updates and industry standards.

Responsibilities

• Design multi-region, high-availability CXone architectures.
• Develop advanced Studio scripts and implement CXone API integrations.
• Lead SIP trunking architecture and optimize call routing.

Job description

Location: Texas, Frisco

Contract

Role Summary

• Senior/Architect-level role responsible for designing and optimizing enterprise NICE CXone (InConnect) contact center solutions
• Provides technical leadership and architecture guidance for scalable, resilient, and high-performance customer experience platforms
• Works with stakeholders, engineering teams, and vendors to deliver end-to-end CX transformation initiatives

Key Responsibilities

• Design multi-region, high-availability CXone architectures with failover, redundancy, and disaster recovery
• Develop advanced Studio scripts using dynamic routing, API-driven logic, and event-based workflows
• Implement integrations using CXone APIs, DEX, real-time data APIs, and event streaming
• Lead SIP trunking architecture including SBC setup, call routing optimization, codecs, and QoS design
• Build secure integrations using REST/SOAP APIs, OAuth2, JWT, and SAML authentication
• Design real-time analytics and reporting pipelines using CXone analytics and BI tools
• Architect omnichannel solutions across voice, chat, email, SMS, WhatsApp, and social platforms
• Integrate CXone with enterprise systems such as Salesforce, Dynamics, and ServiceNow
• Perform performance tuning, capacity planning, and system optimization
• Ensure security, compliance, and best practices across all implementations
• Lead troubleshooting and root cause analysis for production incidents
• Translate business requirements into scalable technical solutions
• Stay current with NICE CXone updates, roadmap, and industry standards
• Process flows documentation
• Knowledge transfer and mentoring for client team members
• Contribution to all assigned project deliverables
• Data conversion and maintenance activities
• Best practice and industry-specific solution recommendations
• Alternative (out-of-the-box) solution design and advisory
• Thought leadership with hands-on configuration/development
• Active participation as functional team member
• Additional assigned duties as required