NiCE Service Solutions Architect

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

Core Responsibilities

Bridge Business requirements and technical realities by designing and implementing a scalable NiCE CXone MPower cloud-based Contact Center (CCaaS - Contact Center as a Service ) environment. Lead end-to-end architecture, from pre-sales scoping to deployment, specializing in integrations, IVR, routing logic, and Advanced AI technologies.

Responsibilities

Core Responsibilities

Bridge Business requirements and technical realities by designing and implementing a scalable NiCE CXone MPower cloud-based Contact Center (CCaaS - Contact Center as a Service ) environment. Lead end-to-end architecture, from pre-sales scoping to deployment, specializing in integrations, IVR, routing logic, and Advanced AI technologies.

Core responsibilities include but are not limited to:

• Solution Design including call routing, omnichannel solution, and WFM.
• Pre-Sales & Consulting
• System Integration
• AI & Automation
• Migration & Deployment
• Governance (Federal compliance)

Core to this role is a can-do attitude able to provide expert consulting, build out a BU, architect/lead an implementation, and roll up the sleeves to perform adminstrative work.

Experience

• 5+ years of hands-on experience in a consultative customer-facing role within the CCaaS space.
• 5+ years of experience administrating NiCE CXone BU
• 5+ programmatic experience with API's (REST, SOAP), authentication (OAuth, JWT)
• 5+ years in CXone solution implementation and delivery.
• Prove experience in integration architecture and solution design
• Experience with Cognigy, Omelia, and/or SmartReach is a plus
• Ability to manage deliverables across multiple projects and meet deadlines

Skills

Skills and Certs

• NCDP (NiCE Certified Development Professional), NCIE (NiCE Certified, Implementation Engineer)
• Deep Knowledge of the NiCE CXone MPower platform, CXone studio scripting, ACD configuration, and SIP/Telephony architecture.
• Proficiency with API's (REST, SOAP), authentication (OAuth, JWT – Jason Web Token), and event-driven architectures.
• Stakeholder management, ability to transfer complex technical concepts to business leaders, and strong technical writing capabilities.
• Prepare and deliver presentations to clients and stakeholders in the form of solution approaches, impact assessments, and demonstrations.
• Familiarity with AI, National Language Processing (NLP/NLU) solutions is higly preferred.
• Provide technical architecture leadership, analysis, design, development, and enhancement.