Technology Architect
Project Role Description : Design and deliver technology architecture for a platform, product, or engagement. Define solutions to meet performance, capability, and scalability needs.
Must have skills : Cloud Contact Center Implementation
Good to have skills : NA
Minimum 15 year(s) of experience is required
Educational Qualification : 15 years full time education
Summary: We are seeking an experienced NICE InContact Architecture Engineer to lead the design, architecture, migration and deployment of NICE InContact solutions for enterprise-level contact center environments or equivalent contact center platforms like Genesys Cloud CX, Amazon Connect, Sprinklr, etc. You will play a critical role in delivering scalable, secure, and high-performance customer experience platforms by leveraging NICE InContact and integrating it with key enterprise systems. This role is both hands-on and strategic, and will work closely with business stakeholders, cross-functional teams, and clients to deliver cutting-edge contact center solutions. Roles & Responsibilities: • Architect and Design NICE InContact Solutions: • Lead end-to-end architecture and solution design for NICE InContact deployments. • Translate business and functional requirements into scalable and maintainable technical solutions. • Align platform designs with compliance, security, and operational standards. • Implementation and Configuration: • Oversee the technical implementation of NICE InContact features including voice, chat, email, SMS, IVR, bots, routing strategies, and WFM. • Configure and manage integrations with third-party platforms (e.g., CRM, ERP, databases). • Platform Leadership and Governance: • Serve as the Subject Matter Expert (SME) for NICE InContact. • Define and enforce best practices in design, configuration, and deployment. • Participate in platform governance, change management, and solution lifecycle planning. • Mentorship and Collaboration: • Provide guidance, training, and mentoring to internal teams and stakeholders. • Collaborate with cross-functional teams such as security, network, platform engineering, and architecture. • Continuous Improvement • Stay current with emerging NICE InContact features and industry trends. • Proactively recommend and implement improvements to optimize performance and customer experience. • Issue Management and Support: • Troubleshoot complex issues in production and staging environments. • Support escalation processes and provide hands-on technical support when needed. • Documentation and Compliance: • Maintain thorough documentation of architecture, designs, configurations, and change logs. • Ensure all solutions meet regulatory, security, and privacy standards. Professional & Technical Skills: - Mandatory 1.Proven ability to design, implement, and lead complex NICE InContact deployments including voice, IVR, routing, and omnichannel. 2. Hands-on experience integrating NICE InContact with CRMs (e.g., Salesforce, MS Dynamics), ERP, and other third-party platforms via APIs and middleware. 3. Ability to translate business requirements into technical designs, and work closely with cross-functional teams and clients. - Good to Have 1.CI/CD & DevOps Practices – Familiarity with automation pipelines, version control, and deployment tools to streamline configuration and testing. 2.Experience in Regulated Industries (e.g., Finance, Healthcare) – Helpful in ensuring compliance and designing with regulatory standards in mind. 3. Certification - NICE InContact, Genesys Cloud Certified Professional, Sprinklr Additional Information: - The candidate should have minimum 20 years with minimum 20 years of experience is required for Cloud Contact Center Implementation. - Bachelor’s degree in computer science, IT, Engineering, or related field, or equivalent experience. - A 15 year full time education is required.
Bengaluru
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