NICE CXone Solution ArchitectWe are seeking an experienced NICE CXone Solution Architect to lead the design, implementation, optimization, and transformation of enterprise contact center solutions. This role will be responsible for architecting scalable, highly available customer experience (CX) platforms utilizing NICE CXone and related technologies, including voice, digital, AI, analytics, and telephony integrations.The ideal candidate will have deep expertise in contact center architecture, IVR/ACD design, cloud migration strategies, API integrations, routing optimization, and omnichannel customer engagement. This individual will serve as a trusted advisor to business and technology stakeholders, driving innovation and continuous improvement across the CX ecosystem.Solution Architecture & DesignDesign and develop enterprise NICE CXone solutions for voice and digital customer engagement channels.Create High-Level Designs (HLDs), Low-Level Designs (LLDs), architecture diagrams, data flow diagrams, and routing strategies.Define end-to-end customer journeys and omnichannel interaction flows.Architect solutions for scalability, high availability, disaster recovery, and business continuity.Contact Center Platform DevelopmentLead the design and optimization of: ACD routing strategiesIVR call flowsOmnichannel routingDigital engagement channelsOutbound campaignsDevelop and maintain routing plans, interaction workflows, and automation strategies.Evaluate and implement platform enhancements to improve customer and agent experiences.Integrations & TelephonyDesign and support integrations between NICE CXone and: CRM platforms (Salesforce, Dynamics, ServiceNow, etc.)ERP systemsWorkforce Management (WFM)Quality Management (QM)Analytics platformsTelephony providersDefine and govern integrations utilizing: REST APIsSOAP ServicesWebhooksMiddleware platformsTroubleshoot and resolve complex integration and telephony issues.Cloud Migration & TransformationDevelop migration roadmaps and implementation strategies for contact center modernization initiatives.Create cutover plans, rollback procedures, risk mitigation strategies, and contingency plans.Provide strategic consulting for cloud adoption and CX transformation programs.Lead architecture reviews and validate solution designs prior to implementation.AI, Automation & AnalyticsDrive adoption of AI-powered customer experience capabilities.Identify opportunities to leverage: Virtual agentsConversational AIIntelligent routingWorkflow automationSpeech and interaction analyticsEvaluate new platform capabilities and recommend adoption strategies.Performance, Security & ComplianceEnsure solutions align with enterprise security standards and regulatory requirements.Implement best practices for platform performance, resiliency, and maintainability.Monitor system health and identify optimization opportunities.Conduct root cause analysis and lead resolution efforts for critical incidents and platform issues.Leadership & CollaborationPartner with business, operations, infrastructure, development, and vendor teams.Provide architectural guidance and technical leadership across project teams.Review and approve scripts, integrations, workflows, and technical solutions.Mentor engineers, administrators, and implementation teams.Kaleidoscope, an Infosys Company, is an equal opportunity employer, and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, spouse of protected veteran, or disability.