Senior CCaaS Solution Architect | NICE CXone | CGEMJP00347282

Job Description: Senior CCaaS Solution Architect

Role: Contact Center Solution Architect (CCaaS)

Preferred Platform: NICE CXone

Location:

Primary - Lincoln, Nebraska

Secondary - Cincinnati, OH

Role Summary

We are looking for a senior CCaaS Solution Architect with strong customer‑facing experience to design and deliver end‑to‑end cloud contact center solutions across leading CCaaS platforms such as NICE CXone, Genesys Cloud, Amazon Connect, and Microsoft CCaaS. The role involves owning the complete IVR customer journey, omnichannel design, WFM, and API‑based integrations, translating customer requirements into scalable, secure cloud architectures.

Key Responsibilities:

Design end‑to‑end CCaaS solutions, including IVR journeys, omnichannel flows, and customer experience design

Lead customer workshops to gather requirements and propose best‑fit CCaaS solutions

Architect and integrate Workforce Management (WFM), reporting, and analytics

Design and govern API‑based integrations with CRM and enterprise systems

Create high‑level and detailed architecture, call flow, and integration diagrams

Support on‑prem to CCaaS migration and cloud transformation initiatives

Provide architectural leadership, estimates, and guidance to delivery teams

Must‑Have Skills:

10 to 15 years of experience in Contact Center / CCaaS architecture

Hands‑on experience with multiple CCaaS platforms such as:

NICE CXone (preferred)

Genesys Cloud

Amazon Connect

Microsoft CCaaS

Strong expertise in:

IVR & customer journey design

WFM solutions

REST/API integrations

Experience integrating CCaaS with CRM systems (Salesforce, MS Dynamics)

Solid understanding of cloud platforms (AWS / Azure / GCP)

Good knowledge of security, compliance, and data privacy in cloud contact centers

Preferred:

NICE CXone certification

Experience with AI‑driven contact center capabilities

Exposure to Quality Management (QM)

Familiarity with Agile delivery and Jira