Solution Architect-Senior VF

Location: 290 W Nationwide Blvd Columbus OH 43215-2561 United States
Work Arrangement: Hybrid/Onsite as required
Industry: Energy & Utilities
Role Type: Senior Solution Architect

We are seeking a highly experienced Senior Solution Architect to lead solution architecture and technical governance for a large-scale SAP Service Cloud (C4C) and NICE CXone CCaaS transformation within a regulated utility environment.

The architect will own the end-to-end solution architecture across SAP C4C NICE CXone legacy CIS SAP S/4HANA/ERP EDL and enterprise integration platforms. This role will serve as the client-side technical authority working closely with SAP NICE system integrators consulting partners business stakeholders and enterprise architecture teams.

The ideal candidate will bring deep hands-on expertise in SAP Service Cloud/C4C NICE CXone enterprise integration architecture legacy CIS integration cloud CX platforms and utility industry processes.

• Own and maintain the end-to-end Solution Architecture across SAP Service Cloud and NICE CXone.
• Define integration architecture across legacy CIS SAP C4C NICE CXone EDL and other enterprise systems.
• Establish and chair Architecture Review Boards (ARBs) and Design Authority forums.
• Produce and maintain enterprise-grade architecture artifacts including:
  • Solution Architecture Documents (SADs)
  • High-Level and Low-Level Designs
  • Integration Blueprints
  • Data Flow Diagrams
  • Non-Functional Requirements
  • Key Design Decision Documents
  • RACI matrices
• Enforce architecture standards and ensure deviations are formally assessed and approved.

• Lead architecture for SAP Service Cloud (C4C) covering service ticketing case management customer 360 and field service processes.
• Define integration patterns between SAP C4C and SAP ERP/S4HANA or legacy CIS platforms.
• Govern SAP BTP Integration Suite APIs event-driven integrations and iFlows where applicable.
• Evaluate configuration vs. custom extension decisions to protect upgradeability and minimize technical debt and TCO.
• Define reliable synchronization of customer account billing and service information.

• Define NICE CXone architecture across voice digital chat email IVR/IVA ACD WFM and analytics.
• Architect CTI and screen-pop integration between NICE CXone and SAP C4C.
• Govern NICE CXone API integrations with EDL and downstream enterprise systems.
• Evaluate routing IVR digital-channel reporting and data-model decisions against business requirements.
• Ensure contact center architecture supports customer service operations within a utility environment.

• Design stable integrations between modern cloud platforms and legacy CIS/billing/customer systems.
• Apply enterprise integration patterns including:
  • API Gateway
  • Event-driven architecture
  • Middleware
  • Real-time integration
  • Batch integration
  • Enterprise APIs
• Work with platforms such as SAP BTP Integration Suite MuleSoft Dell Boomi or equivalent middleware technologies.
• Define architecture for security scalability availability performance and disaster recovery.

• Act as the client-side technical counterpart to SAP NICE and system integration partners.
• Review and challenge vendor solution designs for feasibility complexity technical debt and integration risk.
• Review solution designs integration specifications test strategies and other technical deliverables.
• Lead technical workshops and drive alignment on approved architectural patterns.
• Escalate vendor delivery and technical risks before they become program-level issues.

• Own and maintain the Technical Risk Register.
• Identify and mitigate risks associated with integrations data flows system interfaces and legacy CIS boundaries.
• Conduct architecture and solution assurance reviews at major program milestones.
• Assess architectural impacts of change requests and provide recommendations to change control boards.
• Ensure solutions meet agreed security scalability availability and disaster recovery requirements.

• Serve as the primary technical escalation point for program leadership business owners and senior stakeholders.
• Translate complex technical concepts into clear business-focused recommendations.
• Represent architecture in steering committees program boards and vendor governance forums.
• Mentor architects technical leads and delivery teams across multiple workstreams.

• Extensive experience as a Solution Architect on large-scale multi-vendor transformation programs.
• Deep hands-on experience with SAP Service Cloud (C4C).
• Strong experience with:
  • Service ticketing
  • Case management
  • Customer 360
  • Field service processes
  • C4C configuration and extensibility
  • SAP C4C SDK
• Deep hands-on experience with NICE CXone CCaaS including:
  • Omnichannel routing
  • IVR/IVA
  • ACD
  • Workforce Management
  • Analytics
  • CXone APIs
  • CTI integration
  • Digital channels
• Experience integrating SAP C4C and NICE CXone with legacy CIS and billing/customer systems.
• Strong enterprise integration architecture experience using APIs middleware event-driven architecture and integration platforms.
• Experience with SAP BTP Integration Suite MuleSoft Dell Boomi or equivalent.
• Strong understanding of non-functional requirements including security scalability availability performance and disaster recovery.
• Experience operating within regulated environments preferably Energy & Utilities.
• Experience establishing or participating in Architecture Review Boards and Design Authority functions.
• Strong ability to technically evaluate and challenge vendors and system integrators.
• Proven experience creating enterprise architecture artifacts such as SADs HLD/LLDs integration blueprints data-flow diagrams and RACI matrices.
• Experience managing technical risk registers and performing solution assurance reviews.
• Strong understanding of utility processes such as meter-to-cash outage management field workforce dispatch and regulatory reporting is highly preferred.

• Energy & Utilities industry experience.
• Experience with EDL platforms and utility data exchange standards.
• Knowledge of Ofgem AEMO or comparable regulatory frameworks.
• SAP Certified Application Associate Service Cloud/CX.
• TOGAF SABSA or equivalent enterprise architecture certification.
• NICE CXone Agent Assist Virtual Agent (IVA) or WFM Advanced experience.
• Exposure to Salesforce Service Cloud or other CRM platforms.
• Experience with Agile/SAFe delivery at enterprise program scale.
• Knowledge of ISO 27001 NIST and cloud cybersecurity frameworks.
• Experience with large transformation programs valued at $10M or equivalent.

SAP Service Cloud (C4C) NICE CXone CCaaS SAP BTP SAP S/4HANA Legacy CIS Enterprise Integration API Architecture Event-Driven Architecture MuleSoft Dell Boomi CTI IVR/IVA ACD WFM Customer 360 Field Service EDL Utility Systems Solution Architecture Architecture Governance Design Authority ARB SAD HLD/LLD Integration Blueprints Data Flow Diagrams NFRs Technical Risk Management

• Strong executive presence and ability to challenge senior vendor architects diplomatically but decisively.
• Excellent communication skills across technical business executive and regulatory audiences.
• Ability to remain calm and decisive in high-risk customer-impacting situations.
• Collaborative leadership style with a strong commitment to architectural integrity.
• Proven ability to mentor architects and technical delivery teams.

The ideal candidate is a senior client-side Solution Architect with deep SAP C4C NICE CXone expertise strong enterprise integration skills and significant utility-sector transformation experience. This individual should be capable of independently challenging SI/vendor architecture decisions while maintaining ownership of the overall technical blueprint and ensuring the solution is secure scalable resilient and aligned with utility business requirements.