IT - Technology Lead | Data On Cloud - Platform | AWS

POC: RajuJob Details:Job title: Nice CXOne Technical ArchitectWork Location with Zip code: Richardson, TX 75082Duration of the project: 6 Months This role requires any travel (Yes/No): NO Please confirm if this would be onsite from day one OR Initial remote for 2-3 months, and then expect the candidate to work from the office OR 100% Remote: Onsite from day one Is this a 100% remote role? NO Vendor rate range: $104 Minimum years of experience required: 10+ Years Would you require the candidates to meet you for an in-person interview?: Video/Virtual Interview Education Qualification required: BE NICE CXone Solution Architect1. Role OverviewWe are seeking an experienced NICE CXone Solution Architect to lead the architecture, design, and implementation of NICE CXone-based contact center solutions for the LPL Financial Contact Center Transformation Program. The role will focus on callback/contact management, Advisor Live Chat, omnichannel customer engagement, AI chatbot off-ramp integration, voice and digital workflows, enterprise integrations, and operational readiness.2. Key ResponsibilitiesSolution Architecture & Design Lead end-to-end NICE CXone solution architecture and design governance. Create high-level design (HLD), low-level design (LLD), data flow, routing, and integration design artifacts. Define target-state architecture, implementation roadmap, design standards, and platform guardrails. Conduct architecture reviews and support technical decision-making with stakeholders.Contact Center Functional Design Design ACD routing strategies, IVR call flows, callback workflows, skill-based routing, queue management, and escalation paths. Define omnichannel interaction patterns across voice, callback, live chat, and digital channels. Support Advisor Live Chat design including advisor workflows, digital routing, and client experience considerations. Define AI chatbot off-ramp scenarios and handoff patterns into assisted-service channels.Platform Integrations Design integrations with CRM, telephony platforms, LiveVox, workforce management, quality management, analytics, and enterprise systems. Define API, REST/SOAP, webhook, middleware, and data exchange patterns where applicable. Ensure integration designs support reliability, monitoring, supportability, and operational readiness.Technical Leadership & Delivery Support Guide developers, SDET engineers, and project teams on architecture principles and implementation best practices. Facilitate technical workshops with client SMEs, product owners, operations teams, and delivery teams. Support sprint planning, backlog refinement, design clarification, defect triage, and release readiness reviews. Provide troubleshooting support and root cause analysis for critical design or platform issues.Migration, Cutover & Readiness Define migration and modernization approach from existing contact center capabilities where applicable. Develop cutover, fallback, rollback, and deployment readiness guidance. Support production readiness, operational handover, and acceptance sign-off activities.Operational Excellence Ensure the solution considers scalability, performance, high availability, disaster recovery, compliance, security, and reliability. Recommend optimization opportunities across routing, customer experience, automation, reporting, and platform operations.3. Preferred Skills NICE CXone certification or equivalent implmentation experience. Contact Center Transformation program experience, preferably in financial services. Experience with conversational AI, virtual assistant / chatbot integration, and AI-assisted customer engagement. Agile/Scrum delivery experience and ability to work with distributed global teams. Awareness of DevOps, CI/CD, release management, and operational support processes.4. Soft Skills & Consulting Expectations Strong client-facing communication and stakeholder management skills. Ability to facilitate workshops and translate business requirements into architecture decisions. Strong problem-solving mindset with ownership of risks, dependencies, and design clarifications. Ability to work closely with PM, developers, QA/SDET, operations, and client SMEs. Clear documentation discipline and ability to present options, trade-offs, and recommendations.5. Ideal Candidate Profile 10+ years overall IT experience with strong contact center transformation background. 5+ years of NICE CXone architecture, solution design, or implementation experience. Strong understanding of contact center operations, routing strategy, IVR, ACD, live chat, digital engagement, and callback management. Hands-on experience with enterprise integrations and API-based platform design. Ability to lead design discussions independently with client stakeholders and delivery teams.

Project Code: Modernization Contact Center