Senior Contact Center Cloud Architect (NICE CXone & AWS)

Brillio; United States; Remote; USD 150,000 - 230,000; Full time

Job summary

Brillio is seeking an experienced End-to-End Contact Center Solution Architect to drive enterprise transformation across NICE CXone, Siera, and Amazon Connect. You will architect, integrate, and deploy cloud-based omnichannel platforms, with strong emphasis on Salesforce Service Cloud integrations and AI-powered capabilities.

Ideal candidates will lead architecture discussions, deliver estimations, and guide engineering teams through migration and deployment while ensuring security, scalability,

Qualifications

• Must own end-to-end contact center solution architecture, not just development or configuration.
• Deep architectural expertise in NICE CXone or Amazon Connect, with exposure to both preferred.
• Experience integrating Salesforce Service Cloud with enterprise contact center platforms.
• Deliver at least two production contact center implementations or migrations.
• Knowledge of GenAI, conversational AI, agentic workflows, and contact center automation.

Responsibilities

• Own end-to-end solution architecture for NICE CXone and Amazon Connect implementations, modernization, and migration programs.
• Design enterprise contact center capabilities, including IVR, ACD, CTI, omnichannel routing, inbound/outbound calling, and digital engagement.
• Architect Salesforce Service Cloud integrations, including agent desktop, screen pops, customer 360, case management, and workflow automation.
• Design conversational AI, virtual agents, intelligent routing, agent assist, real-time transcription, call summarization, and sentiment analysis solutions.
• Define integration architecture using AWS Lambda, Lex, Bedrock, API Gateway, REST APIs, and event-driven services.
• Lead legacy contact center migrations, telephony integrations, data migration, testing, cutover, and production deployment.

Skills

NICE CXone

Amazon Connect

Siera

Tools

Salesforce Service Cloud

AWS Lambda

APIs

Job description

Brillio is seeking an experienced End-to-End Contact Center Solution Architect to drive enterprise transformation across NICE CXone, Siera, and Amazon Connect. You will architect, integrate, and deploy cloud-based omnichannel platforms, with strong emphasis on Salesforce Service Cloud integrations and AI-powered capabilities.

Ideal candidates will lead architecture discussions, deliver estimations, and guide engineering teams through migration and deployment while ensuring security, scalability,