Cloud Contact Center Implementation

Project Role : Technology Architect
Project Role Description : Design and deliver technology architecture for a platform product or engagement. Define solutions to meet performance capability and scalability needs.
Must have skills : Cloud Contact Center Implementation
Good to have skills : NA
Minimum 5 year(s) of experience is required
Educational Qualification : 15 years full time education
Summary:
We are seeking an experienced NICE InContact Architecture Engineer to lead the design architecture migration and deployment of NICE InContact solutions for enterprise-level contact center environments or equivalent contact center platforms like Genesys Cloud CX Amazon Connect Sprinklr etc. You will play a critical role in delivering scalable secure and high-performance customer experience platforms by leveraging NICE InContact and integrating it with key enterprise systems. This role is both hands-on and strategic and will work closely with business stakeholders cross-functional teams and clients to deliver cutting-edge contact center solutions.

Roles & Responsibilities:
Architect and Design NICE InContact Solutions:
Lead end-to-end architecture and solution design for NICE InContact deployments.
Translate business and functional requirements into scalable and maintainable technical solutions.
Align platform designs with compliance security and operational standards.
Implementation and Configuration:
Oversee the technical implementation of NICE InContact features including voice chat email SMS IVR bots routing strategies and WFM.
Configure and manage integrations with third-party platforms (e.g. CRM ERP databases).
Platform Leadership and Governance:
Serve as the Subject Matter Expert (SME) for NICE InContact.
Define and enforce best practices in design configuration and deployment.
Participate in platform governance change management and solution lifecycle planning.
Mentorship and Collaboration:
Provide guidance training and mentoring to internal teams and stakeholders.
Collaborate with cross-functional teams such as security network platform engineering and architecture.
Continuous Improvement
Stay current with emerging NICE InContact features and industry trends.
Proactively recommend and implement improvements to optimize performance and customer experience.
Issue Management and Support:
Troubleshoot complex issues in production and staging environments.
Support escalation processes and provide hands-on technical support when needed.
Documentation and Compliance:
Maintain thorough documentation of architecture designs configurations and change logs.
Ensure all solutions meet regulatory security and privacy standards.

Professional & Technical Skills:
- Mandatory
ability to design implement and lead complex NICE InContact deployments including voice IVR routing and omnichannel.
2. Hands-on experience integrating NICE InContact with CRMs (e.g. Salesforce MS Dynamics) ERP and other third-party platforms via APIs and middleware.
3. Ability to translate business requirements into technical designs and work closely with cross-functional teams and clients.
- Good to Have
& DevOps Practices
Familiarity with automation pipelines version control and deployment tools to streamline configuration and testing.
in Regulated Industries (e.g. Finance Healthcare)
Helpful in ensuring compliance and designing with regulatory standards in mind.
3. Certification - NICE InContact Genesys Cloud Certified Professional Sprinklr

Additional Information:
- The candidate should have minimum 7 years with minimum 5 years of experience is required for Cloud Contact Center Implementation.
- Bachelor s degree in computer science IT Engineering or related field or equivalent experience.
- A 15 year full time education is required.