Remote: Senior Cloud-Native Contact Center Architect

Univedge Consulting LLC; United States; Remote; USD 150,000 - 210,000; Full time

Job summary

Univedge Consulting LLC is seeking an experienced End-to-End Contact Center Solution Architect to lead enterprise transformation using NICE CXone, Siera, and Amazon Connect. You will drive discovery, architecture, integration, and deployment of cloud-based omnichannel contact centers.

The role requires hands-on architecture experience, integrating contact centers with Salesforce Service Cloud, AI-powered solutions, and enterprise apps.

Qualifications

• Experience architecting enterprise-scale contact centers.
• Hands-on with NICE CXone or Amazon Connect in complex environments.
• Experience integrating Salesforce Service Cloud with contact center platforms.
• Knowledge of GenAI, conversational AI, and agentic workflows.
• AWS Солutions Architect and/or NICE CXone certifications preferred.

Responsibilities

• Own end-to-end solution architecture for NICE CXone and Amazon Connect implementations and migrations.
• Design IVR, ACD, CTI, omnichannel routing, and digital engagement capabilities.
• Architect Salesforce Service Cloud integrations including agent desktop and 360 view.
• Design conversational AI, virtual agents, and real-time analytics solutions.
• Define integration architecture using AWS Lambda, Lex, Bedrock, API Gateway, REST APIs, and event-driven services.
• Lead migrations, data integration, testing, cutover, and production deployment.
• Develop architecture, specifications, estimates, and roadmaps.
• Ensure security, scalability, HA/DR, and regulatory compliance.
• Provide technical leadership to engineering teams and stakeholders.

Skills

NICE CXone

Amazon Connect

Salesforce Service Cloud

AI-powered contact center

Cloud architecture

IVR

ACD

CTI

Omni-channel routing

APIs & Integrations

Tools

AWS Lambda

Amazon Lex

Bedrock

API Gateway

S3

IAM

Job description

Univedge Consulting LLC is seeking an experienced End-to-End Contact Center Solution Architect to lead enterprise transformation using NICE CXone, Siera, and Amazon Connect. You will drive discovery, architecture, integration, and deployment of cloud-based omnichannel contact centers.

The role requires hands-on architecture experience, integrating contact centers with Salesforce Service Cloud, AI-powered solutions, and enterprise apps.