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POC: Raju
Job Details:
Job title: Nice CXOne Technical Architect
Work Location with Zip code: Richardson, TX 75082
Duration 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: XXX
• 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 Architect
1. Role Overview
We 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 Responsibilities
Solution 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