Solutions Architect

Role Overview

• Lead the design of end-to-end customer engagement solutions using NICE CxOne as the core CCaaS platform
• Architect integrated CCaaS and CPaaS solutions, enabling use cases such as outbound notifications, proactive engagement, and digital-first journeys
• Design omnichannel customer flows across voice, digital voice, SMS, chat, email, and other messaging platforms
• Configure and optimise NICE CxOne capabilities, including studio workflows, digital channels, routing strategies
• Lead integration design and deployment for NiCE with a case management system
• Support platform governance across environments (DEV, UAT, PROD), releases, and upgrades
• Advise on best practice for scalability, high availability, and security
• Consider, design and implement CPaaS integrations (e.g. SMS, WhatsApp, Digital Voice/VOIP) that complement CCaaS workflows
• Enable event-driven and API-based orchestration between CPaaS, CCaaS, CRM, Digital Applications, and downstream systems
• Ensure consistent customer context and interaction history across all engagement channels
• Architect custom integrations between NICE CxOne, Case Management System (CRM), and CPaaS platforms where applicable
• Enable capabilities such as CTI, screen pop, customer data synchronization, and reporting
• Engage with stakeholders across the organization to understand business requirements, communicate architectural decisions, and gain buy-in for strategic initiatives
• Stay abreast of emerging technologies, trends, and industry developments, evaluating their potential impact on the organization, and driving innovation through the adoption of new tools and methodologies
• Produce solution architecture diagrams, integration specifics, and configuration documentation
• Support delivery teams during implementation and testing
• Promote reusable patterns and standards for CCaaS and CPaaS integrations
• Collaborate with cross-functional teams including software development, data science, UX/UI design, and product management to deliver integrated digital solutions that meet business needs
• Identify potential risks and vulnerabilities associated with digital solutions, implementing proactive measures to mitigate security, privacy, compliance, and regulatory concerns
• Participate in building the digital technology strategy with Digital CTO, H3S CPO, Director, Products, H3S Head of Engineering and other architects

Requirements

• Proven experience of at least 7+ years in solutions engineering, or system integrations with a strong focus on customer engagement solutions
• Hands on experience implementing Nice CxOne and/or Genesys in production environments, desired
• Experience integrating CCaaS and CPaaS platforms for end-to-end customer journeys, is a plus
• Experience with bespoke CRM integrations and Digital Application integrations, using APIs and event-based architecture
• Good product understanding and knowledge of product lifecycle
• Expertise in cloud technologies (e.g., AWS, Azure, Google Cloud), microservices architecture, APIs, DevOps practices, and agile methodologies
• Knowledge of web development or mobile app development, business modeling, database concepts and project management
• preferably using Agile Development Methodologies
• Good oral, written and presentation skills, with ability to organize and present technical material in an easily understood manner
• Good oral, written and presentation skills, with ability to organize and present technical material in an easily understood manner
• Ability to communicate detailed, persuasive information to all stakeholders – verbally and in writing
• Strong problem-solving skills and willingness to roll up one’s sleeves to get the job done
• Experience working in a multi-cultural international organization is a plus
• Working knowledge of product development architecture
• Excellent knowledge of User Centered Design principles & design quality standards
• Excellent oral and written communication

Tech Stack

• AWS
• Azure
• Cloud
• Microservices
• VoIP

Benefits

• Dynamic and respectful workplace
• Contribute to a global network dedicated to protecting people and organizations