Project Role: Technology Architect
Project Role Description: Design and deliver technology architecture for a platform, product, or engagement. Define solutions to meet performance, capability, and scalability needs.

Must have skills: Cloud Contact Center Implementation
Valuable to have skills: NA
Minimum 7.5 year(s) of experience is required
Educational Qualification: 15 years full time education

Summary:

We are seeking an experienced NICE InContact Architecture Engineer to lead the design, architecture, migration and deployment of NICE InContact solutions for enterprise-level contact center environments or equivalent contact center platforms like Genesys Cloud CX, Amazon Connect, Sprinklr, etc. You will play a critical role in delivering scalable, secure, and high-performance customer experience platforms by leveraging NICE InContact and integrating it with key enterprise systems. This role is both hands-on and strategic, and will work closely with business stakeholders, cross-functional teams, and clients to deliver cutting-edge contact center solutions.

Roles & Responsibilities:Architect and Design NICE InContact Solutions:

- Lead end-to-end architecture and solution design for NICE InContact deployments.
- Translate business and functional requirements into scalable and maintainable technical solutions.
- Align platform designs with compliance, security, and operational standards.

Implementation and Configuration:

- Oversee the technical implementation of NICE InContact features including voice, chat, email, SMS, IVR, bots, routing strategies, and WFM.
- Configure and manage integrations with third-party platforms (e.g., CRM, ERP, databases).

Platform Leadership and Governance:

- Serve as the Subject Matter Expert (SME) for NICE InContact.
- Define and enforce best practices in design, configuration, and deployment.
- Participate in platform governance, change management, and solution lifecycle planning.

Mentorship and Collaboration:

- Provide guidance,



training, and mentoring to internal teams and stakeholders.
- Collaborate with cross-functional teams such as security, network, platform engineering, and architecture.

Continuous Improvement

- Stay current with emerging NICE InContact features and industry trends.
- Proactively recommend and implement improvements to optimize performance and customer experience.

Issue Management and Support:

- Troubleshoot complex issues in production and staging environments.
- Support escalation processes and provide hands-on technical support when needed.

Documentation and Compliance:

- Maintain thorough documentation of architecture, designs, configurations, and change logs.
- Ensure all solutions meet regulatory, security, and privacy standards.

Professional & Technical Skills:

Mandatory

1. Proven ability to design, implement, and lead complex NICE InContact deployments including voice, IVR, routing, and omnichannel.
2. Hands-on experience integrating NICE InContact with CRMs (e.g., Salesforce, MS Dynamics), ERP, and other third-party platforms via APIs and middleware.
3. Ability to translate business requirements into technical designs, and work closely with cross-functional teams and clients.

Good to Have

1. CI/CD & DevOps Practices - Familiarity with automation pipelines, version control, and deployment tools to streamline configuration and testing.
2. Experience in Regulated Industries (e.g., Finance, Healthcare) - Helpful in ensuring compliance and designing with regulatory standards in mind.
3. Certification - NICE InContact, Genesys Cloud Certified Professional, Sprinklr

Additional Information:

- The candidate should have minimum 7 years with minimum 5 years of experience is required for Cloud Contact Center Implementation.
- Bachelor's degree in computer science, IT, Engineering, or related field, or equivalent experience.
- A 15 year full time education is required.

Locations: Job No. ATCI-5546113-S2024580 | Pune | Required Skill: Cloud Contact Center Implementation

📌 Technology Architect (Pune)
🏢 Accenture
📍 Pune