Senior Contact Center Solutions Architect (NICE CXone)
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Job Location:
Johannesburg - South Africa
Monthly Salary:
Not Disclosed
Posted on:
8 hours ago
Vacancies:
1 Vacancy
Job Summary
We are seeking a highly skilled Senior Contact Center Solutions Architect with deep expertise in cloud-based contact center technologies particularly NICE CXone. This role is ideal for a professional who thrives in designing implementing and transforming complex customer engagement environments.
You will play a pivotal role in contact center migrations solution design and multi-channel integrations enabling seamless customer experiences across voice and digital platforms.
- Design and implement end-to-end Contact Center solutions leveraging NICE CXone and other CCaaS platforms
- Lead contact center migration initiatives ensuring minimal disruption and optimal performance
- Conduct requirements gathering analysis and solution design for complex environments
- Develop technology roadmaps and strategic plans for contact center transformation
- Architect and configure ACD IVR and routing strategies for scalable deployments
- Integrate CTI systems with CRM platforms and third-party applications
- Enable multi-channel capabilities (Voice Email Chat Web Fax)
- Collaborate with stakeholders to define solution alternatives and technology selection
- Oversee implementation testing and deployment phases
- Provide L1 L2 and L3 troubleshooting support for call flows and integrations
Requirements
- Hosting Networking Telephony Storage and SSO configurations
- IVR lifecycle: Design Development Testing Deployment & Support
- Database technologies: MySQL PostgreSQL Oracle Cache
- Contact center routing methodologies and architecture design
- Multi-channel integration across Voice Email Chat and Web
- Exposure to VoiceXML and Grammar XML (advantageous)
- Understanding of CRM CTI server positioning and architecture
Required Skills:
Cloud Contact Center Platforms (CCaaS) NICE CXone preferred AI & Automation Chatbots and Voice Bots ACD & IVR Systems Workforce Management (WFM) CTI Servers & CRM Integrations Recording & Quality Management Solutions Wallboards & Reporting Tools ASR (Automatic Speech Recognition) & TTS (Text-to-Speech) Outbound Dialers Callback & Post-Call Surveys Additional Technical Knowledge Hosting Networking Telephony Storage and SSO configurations IVR lifecycle: Design Development Testing Deployment & Support Database technologies: MySQL PostgreSQL Oracle Cache Contact center routing methodologies and architecture design Multi-channel integration across Voice Email Chat and Web Exposure to VoiceXML and Grammar XML (advantageous) Understanding of CRM CTI server positioning and architecture
