eTeam

Title: Solution Architect-Senior
Location: Columbus, OH 43215
Duration: 12 months (Temp to hire)
Qualifications:
Core Technical Expertise — Non-Negotiable
Deep hands-on experience: SAP Service Cloud (C4C)
Service ticketing, case management, customer 360, and field service processes
Integration with SAP ERP/S4HANA or legacy CIS systems via SAP BTP or middleware
C4C extensibility, SDK, and configuration vs. custom trade-off decisions
Deep hands-on experience: NICE CXone CCaaS
Omnichannel routing, IVR/IVA design, ACD, WFM, and analytics
NICE CXone APIs, CTI integration, and digital-first channel configuration
Integration of CXone with CRM platforms (especially SAP C4C)
Legacy CIS integration experience — designing stable integrations between modern cloud platforms and legacy billing/customer systems common in utilities
Enterprise Integration Architecture — event-driven design, API gateway patterns, middleware (e.g. MuleSoft, SAP BTP Integration Suite, Dell Boomi, or equivalent)
Non-Functional Requirements expertise — security, scalability, availability, and disaster recovery design in regulated utility environments
Programme & Governance Experience
Proven experience as a client-side Solution Architect on large-scale, multi-vendor ERP/CRM/CCaaS transformation programmes (£10M+ preferred)
Experience establishing and running Architecture Review Boards and Design Authority functions
Track record of technically challenging and holding vendors/SIs accountable on solutioning quality
Proficiency in producing enterprise-grade architecture artefacts: SADs, integration blueprints, HLD/LLD, data flow diagrams, RACI
Experience managing technical risk registers and conducting assurance reviews at major programme milestones
Domain & Industry
Energy & Utilities sector experience is strongly preferred — understanding of industry-specific processes such as meter-to-cash, outage management, field workforce dispatch, and regulatory reporting
Familiarity with EDL (Electronic Data Interchange / Energy Data Landscape) platforms and data exchange standards common in UK/AU/EU utility markets
Understanding of Ofgem, AEMO, or equivalent regulatory frameworks as they relate to customer data and system change
Soft Skills & Leadership Attributes
Gravitas and confidence to challenge senior vendor architects and consulting leads — diplomatically but decisively
Strong communicator able to bridge technical and business audiences without oversimplifying critical complexity
Calm under pressure — utilities have zero tolerance for customer-impacting failures, and this role operates in that environment
Collaborative by nature but uncompromising on architecture integrity
NICE TO HAVE
SAP Certified Application Associate — Service Cloud or CX portfolio
TOGAF, SABSA, or equivalent enterprise architecture certification
Experience with NICE CXone Agent Assist, Virtual Agent (IVA), or WFM Advanced modules
Exposure to Salesforce Service Cloud or other CRM platforms (for vendor challenge purposes)
Experience with Agile / SAFe delivery at programme scale
Knowledge of cybersecurity frameworks (ISO 27001, NIST) as applied to cloud CX platforms
Responsibilities:
Architecture Leadership & Governance
Own and maintain the Solution Architecture across the SAP Service Cloud (C4C) and NICE CXone transformation, ensuring alignment to enterprise standards and utility-sector regulatory requirements.
Define and govern the end-to-end integration architecture across CIS (legacy), SAP C4C, NICE CXone, EDL, and peripheral business-critical systems.
Establish and chair Architecture Review Boards (ARBs) to evaluate and approve design decisions across all delivery towers.
Produce and maintain key artefacts: Solution Architecture Documents, Functional and technical designs, integration blueprints, data flow diagrams, Non-Functional Requirements (NFRs), Key Design Decision Document.
Enforce architecture governance through design authority — ensuring no delivery team deviates from the approved blueprint without impact assessment and sign-off.
Vendor & Consulting Partner Management
Serve as the client-side technical counterpart to SAP, NICE, and all SI/consulting vendors — critically evaluating their proposed solutions against real-world feasibility and enterprise fit.
Challenge vendor solutioning where it introduces unnecessary complexity, technical debt, or integration risk — backed by deep domain knowledge rather than just governance process.
Review and technically scrutinise vendor deliverables including solution designs, integration specifications, and test strategies.
Lead technical workshops with consulting partners to drive convergence on agreed architectural patterns.
Proactively flag vendor delivery risks to programme leadership before they become programme-level issues.
Risk Management & Technical Assurance
Foresee, identify, and escalate technical risks across integrations, data flows, and system interfaces — particularly at the boundaries between legacy CIS and modern cloud platforms.
Own the Technical Risk Register, ensuring mitigations are assigned, tracked, and resolved within programme timelines.
Conduct and oversee solution assurance reviews at key programme milestones (design freeze, integration testing entry, go-live readiness).
Assess the impact of change requests on the broader architecture and provide timely, evidenced guidance to the change control board.
SAP Service Cloud & CX Platform Architecture
Lead the design of SAP Service Cloud (C4C) configuration, extensibility, and integration patterns — covering service ticketing, case management, field service, and customer 360 views.
Define the data and process integration between SAP C4C and the legacy CIS, ensuring customer account data, billing history, and service history synchronise reliably and in near-real-time.
Govern the SAP BTP (Business Technology Platform) integration layer strategy, including event-driven patterns, APIs, and iFlows where applicable.
Advise on SAP C4C configuration versus custom extension trade-offs to protect upgrade paths and reduce long-term TCO.
NICE CXone CCaaS Architecture & Contact Centre Integration
Define the NICE CXone architecture across omnichannel (voice, digital, chat, email), IVR/IVA, ACD routing, and workforce management — ensuring the design reflects contact centre operational realities in a utility environment.
Architect the CTI and screen-pop integration between NICE CXone and SAP C4C — ensuring agents have a single, contextual view of the customer at the point of contact.
Govern NICE CXone API integrations with EDL and other downstream systems for real-time customer data enrichment and event triggering.
Evaluate and challenge NICE CXone configuration decisions — particularly IVR flows, routing logic, and reporting data models — against agreed business outcomes.
Stakeholder Engagement & Communication
Act as the primary technical escalation point for Programme Director, Business Owners, and senior stakeholders.
Translate complex architectural concepts into clear, business-aligned language for non-technical audiences — including C-suite and regulatory stakeholders.
Represent the architecture function in steering committees, programme boards, and vendor governance forums.
Mentor and guide junior architects and technical leads across the delivery towers.