CCaaS Solutions Architect, Genesys Cloud CX & NiCE CXone

New

JobgetherContact center technology

Based in the United StatesFull-TimeSenior

Salary not disclosed

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Job Details

Experience: 10+ years of experience in contact center technology, including at least 5 years architecting enterprise-level Contact Center as a Service (CCaaS) solutions; at least 3 years of hands-on experience with each of Genesys Cloud CX and NiCE CXone.
Required Skills: RESTful APIsJSON

Bring 10+ years of experience in contact center technology.
Have at least 5 years architecting enterprise-level CCaaS solutions.
Have at least 3 years of hands-on experience with each of Genesys Cloud CX and NiCE CXone.
Have led at least two full-lifecycle CCaaS implementations from architecture and discovery through deployment and production support.
Demonstrate expertise in SIP, VoIP, voice connectivity and networking technologies.
Be proficient in REST APIs, JSON, OAuth 2.0 and enterprise integration architectures.
Have practical experience designing and implementing conversational AI, LLM solutions and intelligent automation.
Understand cloud-based contact center architecture, omnichannel routing, IVR and self-service technologies.
Hold current Genesys Cloud Professional (GC-GCP) and NiCE Certified Implementation Engineer (NCIE) certifications for CXone Mpower ACD/IVR, or equivalent credentials.
Have a bachelor's degree in a technical discipline or equivalent professional experience.
Be able to explain complex technical concepts and advise senior government and enterprise stakeholders.
Be able to successfully pass a federal background investigation, such as a Public Trust assessment.

Design scalable omnichannel contact center solutions for voice, chat, email and SMS based on business requirements and customer experience KPIs.
Configure and develop intelligent routing, IVR and self-service capabilities using Genesys Architect and NiCE CXone Studio.
Architect voice connectivity using SIP trunking, BYOC, SBCs and WebRTC.
Design and implement integrations with Salesforce, ServiceNow and Microsoft Dynamics 365 using REST APIs, Data Actions and webhooks.
Develop and deploy virtual agents, agent copilots and agentic workflows using Genesys Cloud AI and NiCE CXone Mpower technologies.
Lead implementation from proof of concept and technical validation through testing, deployment, cutover, go-live and hypercare.
Troubleshoot complex issues and optimize contact center performance against AHT, FCR, containment and CSAT metrics.
Ensure architectures and implementations comply with FedRAMP, NIST SP 800-53 and Section 508 requirements, and PCI and HIPAA standards where applicable.
Advise government agency stakeholders and technical teams throughout project delivery.
Identify opportunities to improve system performance, automation, security and customer experience.

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