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Job Title: Senior SAP Service Cloud Solutions Architect (Contract to Hire)
Location: Merrillville, IN or Columbus, OH
Work Model: Hybrid - Tuesday through Thursday onsite, Monday and Friday remote
Rate: $78-$88/hour
Contract Term: Immediate start - September 12, 2027
Contract to Hire: Yes, likely after 6-7 months, but could be up to 1 year
Employment Type: W-2 Only
Work Authorization: U.S. Citizens Only | Green Card holders also eligible; no visa sponsorship available
Work Schedule: 8:00 AM - 5:00 PM, with 1-hour lunch

Position Overview

We are seeking a highly experienced Senior Solutions Architect to provide client-side architecture leadership for a large-scale customer transformation program involving SAP Service Cloud (C4C), NICE CXone CCaaS, legacy Customer Information Systems, enterprise integrations, and utility-sector customer operations.

This role will own and govern the end-to-end solution architecture across customer service, contact center, CRM, legacy CIS, integration, and data exchange capabilities. The Senior Solutions Architect will serve as the technical counterpart to SAP, NICE, systems integrators, consulting partners, internal technology teams, business stakeholders, and program leadership.

The ideal candidate brings deep hands-on experience with SAP Service Cloud (C4C) and NICE CXone, strong enterprise integration architecture expertise, and the confidence to challenge vendor designs where needed. This role requires someone who can balance practical implementation realities with architecture integrity, regulatory expectations, non-functional requirements, and long-term platform sustainability.

Key ResponsibilitiesArchitecture Leadership & Governance

• Own and maintain the solution architecture across SAP Service Cloud, NICE CXone, legacy CIS, EDL, and related business-critical systems.

• Define and govern the end-to-end integration architecture across CRM, CCaaS, customer information systems, middleware, data exchange platforms, and downstream systems.

• Establish and chair Architecture Review Boards and Design Authority forums to evaluate and approve key design decisions.

• Ensure solution designs align with enterprise architecture standards, utility-sector requirements, regulatory expectations, and approved program blueprints.

• Enforce architecture governance by ensuring delivery teams do not deviate from approved designs without proper impact assessment and sign-off.

• Produce and maintain enterprise-grade architecture artifacts, including Solution Architecture Documents, integration blueprints, high-level and low-level designs, data flow diagrams, non-functional requirements, RACI models, and key design decision documentation.

SAP Service Cloud Architecture

• Lead architecture for SAP Service Cloud configuration, extensibility, and integration patterns.

• Support service ticketing, case management, customer 360, field service, and customer service process design.

• Define integration patterns between SAP Service Cloud and legacy CIS platforms to ensure customer account data, billing history, service history, and related customer information synchronize reliably.

• Govern SAP BTP integration layer strategy, including APIs, event-driven patterns, iFlows, and middleware integration where applicable.

• Evaluate SAP Service Cloud configuration versus custom extension trade-offs to protect upgrade paths, reduce technical debt, and manage long-term total cost of ownership.

• Partner with SAP, implementation partners, and internal teams to validate that designs are scalable, secure, and operationally viable.

NICE CXone CCaaS Architecture

• Define NICE CXone architecture across omnichannel voice, digital, chat, email, IVR/IVA, ACD routing, workforce management, analytics, and reporting.

• Architect CTI and screen-pop integration between NICE CXone and SAP Service Cloud to support a single, contextual agent view of the customer.

• Govern NICE CXone API integrations with CRM, CIS, EDL, and downstream systems for customer data enrichment and event triggering.

• Evaluate and challenge NICE CXone configuration decisions related to IVR flows, routing logic, workforce management, reporting data models, and digital-first channel design.

• Ensure contact center architecture reflects real-world utility customer operations, agent workflows, regulatory requirements, and customer experience objectives.

• Support design decisions related to NICE CXone Agent Assist, Virtual Agent, IVA, and WFM Advanced capabilities where applicable.

Enterprise Integration Architecture

• Design stable, scalable integrations between modern cloud platforms and legacy billing or customer systems common in utility environments.

• Define API gateway patterns, middleware strategies, event-driven architecture, data exchange, and integration governance.

• Support integration approaches using platforms such as SAP BTP Integration Suite, MuleSoft, Dell Boomi, or equivalent middleware technologies.

• Partner with integration teams to validate data flows, error handling, retry logic, monitoring, reconciliation, and operational support requirements.

• Ensure architecture addresses non-functional requirements including security, scalability, availability, performance, disaster recovery, resilience, and supportability.

Vendor & Consulting Partner Management

• Serve as the client-side technical counterpart to SAP, NICE, systems integrators, and consulting vendors.

• Critically evaluate vendor-proposed solutions against enterprise fit, feasibility, complexity, long-term maintainability, and utility business needs.

• Challenge solutioning that introduces unnecessary complexity, technical debt, integration risk, or operational burden.

• Review vendor deliverables including solution designs, integration specifications, data flow documentation, test strategies, and deployment plans.

• Lead technical workshops with consulting partners to drive alignment on agreed architecture patterns.

• Proactively identify vendor delivery risks and escalate concerns to program leadership before they become broader program issues.

Technical Risk Management & Assurance

• Own and maintain the technical risk register across integrations, data flows, system interfaces, cloud platforms, and legacy CIS boundaries.

• Identify, assess, and escalate technical risks related to SAP Service Cloud, NICE CXone, legacy CIS integration, EDL, and downstream systems.

• Conduct solution assurance reviews at major program milestones, including design freeze, integration testing entry, UAT readiness, go-live readiness, and deployment.

• Assess the impact of change requests on the broader solution architecture and provide timely, evidence-based guidance to change control boards.

• Ensure technical mitigations are assigned, tracked, and resolved within program timelines.

• Support technical decision-making that reduces customer-impacting risk in a regulated utility environment.

Stakeholder Engagement & Communication

• Act as a primary technical escalation point for program leadership, business owners, and senior stakeholders.

• Translate complex architectural concepts into clear, business-aligned language for non-technical audiences.

• Represent the architecture function in steering committees, program boards, vendor governance forums, and design authority meetings.

• Build trust with business, technology, vendor, and executive stakeholders through clear communication, sound judgment, and decisive architecture leadership.

• Mentor and guide junior architects, technical leads, and delivery teams across program workstreams.

Day-to-Day Responsibilities

• Review SAP Service Cloud, NICE CXone, CIS, and integration designs for architecture alignment.

• Facilitate design reviews, Architecture Review Boards, and technical decision sessions.

• Challenge vendor proposals and ensure solutions are practical, scalable, secure, and aligned to business outcomes.

• Maintain architecture documentation, integration blueprints, data flow diagrams, NFRs, and key design decisions.

• Assess technical risks, change requests, defects, and design deviations.

• Partner with SAP, NICE, SI partners, internal architects, business owners, and program teams to resolve open solution questions.

• Support integration, testing, release readiness, and go-live preparation from an architecture assurance perspective.

• Provide clear updates and recommendations to program leadership and senior stakeholders.

Required Qualifications

• Deep hands-on experience with SAP Service Cloud (C4C), including service ticketing, case management, customer 360, field service processes, configuration, extensibility, and SDK-related considerations.

• Deep hands-on experience with NICE CXone CCaaS, including omnichannel routing, IVR/IVA design, ACD, workforce management, analytics, APIs, CTI integration, and digital channel configuration.

• Experience integrating NICE CXone with CRM platforms, especially SAP Service Cloud.

• Experience designing stable integrations between modern cloud platforms and legacy customer information, billing, or CIS systems.

• Strong enterprise integration architecture experience, including event-driven design, API gateway patterns, middleware, SAP BTP Integration Suite, MuleSoft, Dell Boomi, or equivalent platforms.

• Strong understanding of non-functional requirements including security, scalability, availability, disaster recovery, resilience, performance, and supportability.

• Proven experience as a client-side Solution Architect on large-scale, multi-vendor ERP, CRM, CCaaS, or customer transformation programs.

• Experience establishing or participating in Architecture Review Boards, Design Authority functions, and architecture governance processes.

• Experience producing enterprise-grade architecture artifacts, including SADs, HLDs, LLDs, integration blueprints, data flow diagrams, RACI models, NFR documentation, and key design decisions.

• Experience managing technical risk registers and conducting architecture assurance reviews at major program milestones.

• Strong communication skills with the ability to bridge technical and business audiences.

• Ability to challenge senior vendor architects and consulting leads diplomatically but decisively.

• Ability to work effectively in high-pressure environments where system stability, customer impact, and regulatory expectations are critical.

Preferred Qualifications

• Energy and utilities sector experience.

• Understanding of utility-specific processes such as meter-to-cash, outage management, field workforce dispatch, customer service operations, billing, customer data, and regulatory reporting.

• Familiarity with EDL platforms and data exchange standards used in utility markets.

• Understanding of Ofgem, AEMO, or equivalent regulatory frameworks as they relate to customer data and system change.

• SAP Certified Application Associate certification in Service Cloud or related 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.

• Experience with Agile or SAFe delivery at program scale.

• Knowledge of cybersecurity frameworks such as ISO 27001 or NIST as applied to cloud customer experience platforms.

Core Competencies

• SAP Service Cloud / C4C

• NICE CXone CCaaS

• Customer Transformation

• CRM Architecture

• Contact Center Architecture

• Legacy CIS Integration

• SAP BTP Integration Suite

• Middleware Architecture

• Event-Driven Architecture

• API Gateway Patterns

• CTI Integration

• IVR / IVA Design

• Omnichannel Routing

• Customer 360

• Enterprise Architecture Governance

• Architecture Review Boards

• Design Authority

• Technical Risk Management

• Non-Functional Requirements

• Utility Customer Operations

• Vendor Challenge / Vendor Governance

Ideal Candidate Profile

The ideal candidate is a senior, client-side Solutions Architect with deep hands-on expertise across SAP Service Cloud, NICE CXone, legacy CIS integration, and enterprise integration architecture. They should be confident leading architecture governance, challenging vendor designs, assessing technical risk, and translating complex architecture decisions into business-relevant guidance. The strongest candidates will bring utilities experience, customer transformation experience, and the ability to protect architecture integrity while keeping a large, multi-vendor program moving forward.