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, Informatio
📌 Solution Architect (Pune)
🏢 Genpact
📍 Pune