Remote CCaaS Architect: Genesys Cloud CX & NiCE CXone

Systems Integration, Inc.

United States

Remote

USD 140,000 - 190,000

Full time

3 days ago

Be an early applicant

A complete application in a minute

Tailored resume and cover letter, ready to send.

Get past ATS filters

Job summary

Systems Integration, Inc. is seeking a hands-on CCaaS Solutions Architect with deep Genesys Cloud CX and NiCE CXone expertise to lead design and delivery for U.S. federal contact centers, from discovery through go-live, hypercare, and optimization.

Architect omnichannel solutions, design voice connectivity and CRM integrations, and deliver AI automation including virtual agents and copilots. Remote role with flexible hours and high-security exposure.

Qualifications

10+ years in contact center technology.
5+ years architecting enterprise CCaaS solutions.
3+ years hands-on with Genesys Cloud CX and NiCE CXone; 2+ full-lifecycle implementations.
Bachelor's degree in a technical field; excellent communication with senior stakeholders.
Certifications: Genesys Cloud GC-GCP and NICE NCIE— CXone Mpower ACD/IVR or equivalent.

Responsibilities

Architect scalable omnichannel solutions (voice, chat, email, SMS) using Genesys CX and CXone.
Design voice connectivity (SIP trunking, BYOC, SBCs, WebRTC) and CRM/ticketing integrations via REST APIs, Data Actions, and webhooks.
Deliver AI and automation, including virtual agents and copilots, from PoC to production.
Lead implementation through testing, cutover, go-live, and hypercare; monitor KPIs and optimize performance.
Ensure FedRAMP, NIST 800-53, Section 508, and PCI/HIPAA compliance; advise agency stakeholders.