Technology Lead | Data On Cloud - Platform | AWS

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: $104 · 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 cla Project Code: Modernization Contact Center