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NiCE Service Solutions Architect
ITCON
🇦🇹 Austria | 🇺🇸 United States
Hybrid
Staff / Principal
3 days ago
- AI
- SOAP
- OAuth
- JWT
- SIP
- Technical Writing
- Natural Language Processing
3 days ago
Bridge Business requirements and technical realities by designing and implementing a scalable NiCE CXone MPower cloud-based Contact Center (CCaaS - Contact Center as a Service ) environment. Lead end-to-end architecture, from pre-sales scoping to deployment, specializing in integrations, IVR, routing logic, and Advanced AI technologies.​
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Core responsibilities include but are not limited to:​
- Solution Design including call routing, omnichannel solution, and WFM.​
- Pre-Sales & Consulting​
- System Integration​
- AI & Automation​
- Migration & Deployment​
- Governance (Federal compliance)​
Core to this role is a can-do attitude able to provide expert consulting, build out a BU, architect/lead an implementation, and roll up the sleeves to perform adminstrative work. ​
Experience
- 5+ years of hands-on experience in a consultative customer-facing role within the CCaaS space.​
- 5+ years of experience administrating NiCE CXone BU​
- 5+ programmatic experience with API's (REST, SOAP), authentication (OAuth, JWT)​
- 5+ years in CXone solution implementation and delivery.​
- Prove experience in integration architecture and solution design​
- Experience with Cognigy, Omelia, and/or SmartReach is a plus​
- Ability to manage deliverables across multiple projects and meet deadlines​
Skills and Certs
- NCDP (NiCE Certified Development Professional), NCIE (NiCE Certified, Implementation Engineer)​
- Deep Knowledge of the NiCE CXone MPower platform, CXone studio scripting, ACD configuration, and SIP/Telephony architecture.​
- Proficiency with API's (REST, SOAP), authentication (OAuth, JWT – Jason Web Token), and event-driven architectures.​
- Stakeholder management, ability to transfer complex technical concepts to business leaders, and strong technical writing capabilities.​
- Prepare and deliver presentations to clients and stakeholders in the form of solution approaches, impact assessments, and demonstrations.​
- Familiarity with AI, National Language Processing (NLP/NLU) solutions is higly preferred.​
- Provide technical architecture leadership, analysis, design, development, and enhancement.​
NiCE Service Solutions Architect · ITCON