Call center Architect

Job Title : Call center Architect

Location: Columbus, OH

FTE

Job Description
• NICE CXone Platform (Must Have)
• NICE CXone ACD, IVR, Studio, Omnichannel Routing
• NICE CXone Workforce Management (Forecasting, Scheduling, Real Time Adherence)
• Quality Management (QM), Interaction Analytics, QM Analytics
• NICE Enlighten AI
• Contact Center Technologies
• Advanced Routing: Skills based, Proficiency based, Omnichannel
• Digital Channels: Chat, Email, SMS, Social
• IVR Speech and Voice Technologies
• CTI integrations
• Integration & APIs
• REST and SOAP APIs
• Event based and real time integrations
• Integration frameworks and middleware concepts
• Enterprise System Integrations
• CRM: Salesforce, Microsoft Dynamics
• HR Systems: Workday
• ITSM: ServiceNow
• WFM: NICE WFM, IEX
• Identity: LDAP / Active Directory
• Telephony & Networking
• SIP, SBC, VoIP
• Telephony carrier routing and connectivity
• Architecture & Design
• End to end solution architecture
• High availability, scalability, and redundancy design
• Data flow modeling and system documentation
• Experience
• 5-10+ years designing and implementing Contact Center solutions
• 1+ year hands on experience with NICE CXone (mandatory)

Roles & Responsibilities
• Solution Architecture & Design
• Architect end to end enterprise Contact Center solutions using NICE CXone.
• Design and configure ACD, IVR, Studio scripts, omnichannel routing, and digital engagement.
• Develop high level and low level technical designs, including platform configurations and integrations.
• Ensure scalability, resiliency, redundancy, and high availability of CX environments.
• Create and maintain architectural diagrams, data flow maps, and design documentation.


Technical Leadership
• Act as the Subject Matter Expert (SME) for NICE CXone capabilities.
• Provide technical leadership across cross functional teams:


o Business Operations


o Workforce Management


o Telephony


o HR Systems


o CRM


o IT Operations


o External vendors
• Define and enforce best practices, governance standards, and coding guidelines for NICE Studio development.
• Lead architectural reviews and solution quality assurance.


Integration & Automation
• Architect and oversee integrations between NICE CXone and enterprise systems.
• Design API based, event driven, and real time integrations supporting customer journeys.
• Optimize data flows for analytics, reporting, dashboards, and performance insights.
• Partner with vendors and internal teams to ensure reliable, secure, and scalable integrations.