Architect, NICE CXone

At TTEC Digital we coach clients to ensure their employees feel valued and fully supported because an amazing customer experience is an employee first process. Our vision is a place where employees know they can thrive. As the Principal Architect you will engineer and design the most complex Contact Center applications imaginable. You are the subject matter expert who understands operational impacts of technology decisions and can easily explain to both technical and non‑technical stakeholders the importance of technology and the impacts to the business.

You will own the software development experience, be responsible for API integrations and web‑service experiences, and formulate ideas into solutions. Your hands‑on programming knowledge of databases, middleware and 3rd‑party applications and integrations will be instrumental to the success of client engagements. Ability to function in a pre and post‑sales role. You will work autonomously as well as with a team of engineers, sales folks (pre and post‑sales), clients and other industry leaders. If you are a seasoned developer / software architect let us know and apply today.

What You’ll Be Doing

• Leverage relationships to establish credibility; lead and participate in the initial opportunity qualification, data gathering and solution development with TTEC Digital and partners.
• Lead technical resources for CCaaS implementations on client projects.
• Create technical documentation for detailed designs and customer requirements.
• Ownership and responsibility for end‑to‑end design of the technical architecture including routing strategy, ACD and IVR design, API approach and external data integrations, AI concepts, design and maintain reusable code libraries.
• Mentor junior level consultants.
• Advise on testing strategy and provide input into test plans.
• Participate in client requirements discovery meetings with senior business and / or IT executives down through middle management and / or analysts.
• Leverage TTEC’s solutions framework in informal requirements meetings or facilitated workshops.
• Document critical business and / or IT requirements and compelling events requiring the client to make a change.
• Identify and develop transformation roadmaps and quantifiable business cases.
• Conduct solution design meetings with TTEC Digital partners and client personnel to confirm solution scope and the design required to fulfill requirements.
• Collaborate internally to develop detailed design solutions including the technology stack, bill of material, configurations, architecture diagrams.
• Develop and deliver solution review presentations.
• Participate in field professional services and managed services communications with partners to resolve pre‑sales design and configuration questions.
• Develop and present solutions to the client / support deal closure.
• Support proposal and solution overview documents.
• Operate as a contributor role for RFP response development.
• Support the preparation of materials to Cisco and the internal bid assurance processes.
• Participate in client meeting solution reviews with sales and partners.
• Contribute to ROI business case production.
• Responsible for estimating and supervising technical efforts for all phases of the project.
• Ability to communicate how the CCaaS platform works and how it can be applied to solving business needs.
• Deliver the entire TTEC Digital value proposition and be a thought leader for CX transformation.
• Provide insights on competitor service offerings.

What You Bring to the Role

• Bachelor’s degree in computer science, IT or engineering preferred.
• 10 or more years of experience in Contact Center and UC environments.
• 5 or more years of NICE CXone software development to include design, custom and common coding (JavaScript, Python, Java, C) and testing of real‑time systems.
• Experience creating a roadmap, designing, planning, documenting and implementing end‑to‑end architecture using the latest technologies such as Genesys Pure Cloud, Five9, Amazon Connect, Cisco, Avaya, inContact, NICE CXOne and/or other cloud telephony platforms; NICE CXone highly preferred.
• Experience with enterprise‑level CCaaS architecture for complex business needs.
• Cloud network infrastructure experience.
• Experience creating and presenting to executive‑level stakeholders (technical and non‑technical).
• Existing knowledge and / or industry certifications for Webex Collaboration, Amazon Connect, Genesys Engage / Cloud, Google CCAI, NICE CXone, Verint, Calabrio, CRMs and process automation technologies.

Key Skills

• APIs
• Pegasystems
• Spring
• SOAP
• .NET
• Hybris
• Solution Architecture
• Service‑Oriented Architecture
• Adobe Experience Manager
• J2EE
• Java
• Oracle