Location : Across Genpact Location Role Summary

We are seeking a highly skilled NICE CXone Solution Architect to lead the design, architecture, implementation, and optimization of enterprise-scale cloud contact center solutions using the NICE CXone platform. The ideal candidate will possess deep expertise in omnichannel customer engagement, cloud contact center technologies, IVR design, workforce optimization, analytics, AI-driven automation, and system integrations.

Key Responsibilities: Solution Architecture & Design

Design end-to-end NICE CXone solutions aligned with business and customer experience objectives.

Define architecture standards, integration patterns, and best practices for cloud contact center implementations.

Lead solution design workshops and gather business, functional, and technical requirements.

Create High-Level Design (HLD), Low-Level Design (LLD), and architecture documentation.

NICE CXone Platform Expertise - Architect and implement NICE CXone modules

Integrations - Architect integrations between NICE CXone and enterprise applications

Cloud & Infrastructure

AI & Automation - Design conversational AI and self-service solutions.

Required Skills

Expertise in NICE Studio scripting and routing workflows.

Deep understanding of

Contact Center as a Service (CCaaS)

Customer Experience (CX)

Omnichannel engagement





Automatic Call Distribution (ACD)

Interactive Voice Response (IVR)

Workforce Optimization (WFO)

Experience with SIP, VoIP, telephony, and contact center integrations.

Solid understanding of cloud platforms:

Microsoft Azure

AWS

Google Cloud Platform (preferred)

Integration Skills

REST API design and integration.

Experience with middleware tools such as: MuleSoft ,Boomi,Apache Camel,Azure Integration Services.

CRM and ITSM integration experience.

Security & Compliance

Knowledge of

OAuth 2.0 , SSO/SAML , Identity Management , PCI-DSS ,GDPR

Data Privacy and Governance Required Experience

Bachelor's degree in Computer Science, Information Technology, Engineering, or related field.

12+ years of IT experience.

4+ years of hands-on NICE CXone solution architecture & Implementation experience.

Multiple NICE CXone implementation or migration projects delivered successfully.

Experience migrating from legacy contact center platforms such as: Avaya ,Cisco UCCE/UCCX ,Genesys ,Five9 and Amazon Connect Preferred Certifications

NICE CXone Certifications (Architect/Advanced Administration)

NICE CXone Studio Certification

AWS Certified Solutions Architect

Microsoft Azure Solutions Architect Expert

TOGAF Certification

ITIL Foundation

📌 Solution Architect ( Nice CXOne ) (Pune)
🏢 Genpact
📍 Pune