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Call center Architect
Must Have Technical/Functional Skills
- NICE CXone Platform (Must Have)
- NICE CXone ACD, IVR, Studio, Omnichannel Routing
- NICE CXone Workforce Management (Forecasting, Scheduling, Real Time Adherence)
- Quality Management (QM), Interaction Analytics, QM Analytics
- NICE Enlighten AI
- Contact Center Technologies
- Advanced Routing: Skills based, Proficiency based, Omnichannel
- Digital Channels: Chat, Email, SMS, Social
- IVR Speech and Voice Technologies
- CTI integrations
- Integration & APIs
- REST and SOAP APIs
- Event based and real time integrations
- Integration frameworks and middleware concepts
- Enterprise System Integrations
- CRM: Salesforce, Microsoft Dynamics
- HR Systems: Workday
- ITSM: ServiceNow
- WFM: NICE WFM, IEX
- Identity: LDAP / Active Directory
- Telephony & Networking
- SIP, SBC, VoIP
- Telephony carrier routing and connectivity
- Architecture & Design
- End to end solution architecture
- High availability, scalability, and redundancy design
- Data flow modeling and system documentation
- Experience
- 5–10+ years designing and implementing Contact Center solutions
- 1+ year hands on experience with NICE CXone (mandatory)
Roles & Responsibilities
- Solution Architecture & Design
- Architect end to end enterprise Contact Center solutions using NICE CXone.
- Design and configure ACD, IVR, Studio scripts, omnichannel routing, and digital engagement.
- Develop high level and low level technical designs, including platform configurations and integrations.
- Ensure scalability, resiliency, redundancy, and high availability of CX environments.
- Create and maintain architectural diagrams, data flow maps, and design documentation.
Technical Leadership
- Act as the Subject Matter Expert (SME) for NICE CXone capabilities.
- Provide technical leadership across cross functional teams:
o Business Operations
o Workforce Management
o Telephony
o HR Systems
o CRM
o IT Operations
o External vendors
- Define and enforce best practices, governance standards, and coding guidelines for NICE Studio development.
- Lead architectural reviews and solution quality assurance.
Integration & Automation
- Architect and oversee integrations between NICE CXone and enterprise systems.
- Design API based, event driven, and real time integrations supporting customer journeys.
- Optimize data flows for analytics, reporting, dashboards, and performance insights.
- Partner with vendors and internal teams to ensure reliable, secure, and scalable integrations.
Salary Range $140,000-$150,000 years
TCS Employee Benefits Summary:
Discretionary Annual Incentive.
Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.
Family Support: Maternal & Parental Leaves.
Insurance Options: Auto & Home Insurance, Identity Theft Protection.
Convenience & Professional Growth: Commuter Benefits & Certification & amp; Training Reimbursement.
Time Off: Vacation, Time Off, Sick Leave & Holidays.
Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.
#LI-SP1
Location
Columbus, OH
Job Function
TECHNOLOGY
Role
Technical Architect
Job Id
402529
Desired Skills
Quality Management
Salary Range
$140,000-$150,000 a year
Desired Candidate Profile
Qualifications : BACHELOR OF COMPUTER SCIENCE
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