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Principal Architect, NICE CXone

1 month, 2 weeks ago
United States
Full-time
Lead
Solutions Architect
Software Development
C++ Cisco CRM Java JavaScript Python
Apply Now
TTEC Digital

TTEC Digital

TTEC Digital is a global leader in customer service solutions, offering contact center software, customer service technology, and tailored solutions for businesses. With a focus on combining humanity and technology, TTEC Digital pioneers exceptional cu...

Professional Services
1K-5K
Founded 1982
View All Jobs 52

Description

  • Lead technical discovery, opportunity qualification, and solution development with clients and partners.
  • Own the end-to-end technical architecture for CCaaS implementations, including routing strategy, ACD and IVR design, API integrations, and external data integrations.
  • Create technical documentation for detailed designs, customer requirements, and solution scope.
  • Lead technical resources on client projects and estimate, supervise, and guide technical efforts across project phases.
  • Develop reusable code libraries and support custom development for real-time contact center systems.
  • Advise on testing strategy and contribute to test plans and solution validation.
  • Participate in client workshops and executive meetings to gather requirements, document business drivers, and build transformation roadmaps and business cases.
  • Collaborate with internal teams, partners, and clients to produce architecture diagrams, bill of materials, proposal materials, and solution reviews.
  • Support pre-sales and post-sales activities, including RFP responses, deal closure, and configuration questions.
  • Mentor junior consultants and provide thought leadership on CX transformation and CCaaS platform capabilities.

Requirements

  • Bachelor’s degree in computer science, IT, or engineering preferred.
  • 10+ years of experience in contact center and UC environments.
  • 5+ years of NICE CXone software development experience, including design, custom and common coding, and testing of real-time systems.
  • Experience designing and implementing end-to-end architecture using cloud telephony platforms such as Genesys Pure Cloud, Five9, Amazon Connect, Cisco, Avaya, or NICE CXone.
  • Experience with enterprise-level CCaaS architecture for complex business needs.
  • Cloud network infrastructure experience.
  • Experience presenting to executive-level stakeholders, including both technical and non-technical audiences.
  • Knowledge of or certifications in Webex Collaboration, Amazon Connect, Genesys Engage/Cloud, Google CCAI, NICE CXone, Verint, Calabrio, CRM systems, and process automation technologies.
  • Strong programming knowledge in JavaScript, Python, Java, or C++.
  • Ability to function effectively in both pre-sales and post-sales roles.

Benefits

  • $170,000 - $200,000 annual salary.
  • Eligibility to participate in an annual incentive program.
  • Medical, dental, and vision coverage.
  • Tax-advantaged health care accounts.
  • Financial and income protection benefits.
  • Paid time off (PTO) and wellness time off.
  • Remote work eligibility.

Interested in this position?

Apply directly on the company website

Apply Now

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