Technical Architect – NICE CXone

About the Role

At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.

Position Purpose

The NICE Technical Architect is responsible for architecting, designing, and delivering scalable NICE CXone platform solutions while leading a team of consultants. This role involves end-to-end ownership of technical delivery, collaboration with onsite and client stakeholders, and driving innovation and growth within the NICE practice. The architect will play a key role in solution engineering, pre-sales, and ensuring high-quality project execution.

Key Responsibilities

• Architect, design, and deliver NICE CXone platform solutions.
• Lead and mentor a team of NICE consultants for successful project delivery.
• Take ownership of technical delivery for projects executed from India.
• Collaborate with onsite teams, project managers, sales teams, and clients.
• Understand project scope and define detailed technical work plans.
• Estimate effort and plan delivery for offshore teams.
• Review deliverables to ensure quality and adherence to standards.
• Participate in coding, testing, and solution development activities.
• Work closely with system analysts and project managers for project completion.
• Engage in pre-sales activities including solution design, estimation, and proposal creation.
• Drive innovation, capability development, and practice growth.
• Support training, mentoring, and knowledge-sharing initiatives.
• Contribute to team expansion and skill development strategies.
• Ensure operational metrics and delivery excellence for the India team.
• Participate in meetings, training sessions, and stakeholder discussions.
• Work from Hyderabad office as per organizational policies.

Technical Expertise

• Strong expertise in NICE CXone platform and CCaaS solutions.
• Hands-on experience with CXone Studio and contact center workflows.
• Strong understanding of omnichannel contact center technologies.
• Experience in enterprise CCaaS architecture design and implementation.
• Proficiency in ASP.NET, C#, XML, and Web Services.
• Experience in software development and real-time system design.
• Knowledge of cloud-based contact center solutions and integrations.
• Strong understanding of networking and infrastructure.
• Ability to troubleshoot complex technical issues and deliver solutions.

Competency

Personal Strong interpersonal skills, high energy, integrity, adaptability, and problem-solving mindset.

Leadership Ability to lead teams, mentor junior members, and manage diverse stakeholders effectively.

Operations Strong capability to manage multiple projects, prioritize tasks, and ensure efficient delivery.

Technical Ability to understand complex technical systems and deliver robust solutions.

Technology Stack

• NICE CXone Platform & CXone Studio
• Programming: C#, ASP.NET, JavaScript, Python, Java, C++
• Web Technologies: XML, Web Services
• Contact Center Technologies: CCaaS, IVR, Omnichannel Solutions
• Cloud & Infrastructure: Networking, UC Environments

Education, Experience and Certification

• Bachelor’s degree in Computer Science, IT, Engineering, or related field (preferred).
• 10+ years of experience in customer experience/contact center technology space.
• 3+ years of experience in NICE CXone and UC environments.
• 6+ years of software development experience in real-time systems.
• Strong experience in enterprise-level CCaaS architecture.
• Experience in network infrastructure and integrations.
• Proven ability to work in fast-paced environments.
• Strong team player with leadership capabilities.