Principal Architect, NICE CXone

About the role

TTEC Digital coaches clients to ensure their employees feel valued and fully supported, aligning with our vision of a thriving workplace. As the Principal Architect, you will engineer and design complex Contact Center applications, ensuring operational impacts of technology decisions are understood and communicated effectively.

Responsibilities

• Leverage relationships to establish credibility
• Lead and participate in initial opportunity qualification, data gathering, and solution development with TTEC Digital and partners
• Lead technical resources for CCaaS implementations on client projects
• Create technical documentation for detailed designs and customer requirements
• Own and be responsible for end-to-end design of the technical architecture including: Routing strategy, ACD and IVR design, API approach and external data integrations, AI Concepts, Design and maintain reusable code libraries
• Mentor junior level consultants
• Advise on testing strategy and provide input into test plans
• Document critical business and/or IT requirements and “compelling events” requiring the client to make a change
• Identify and develop transformation roadmaps and quantifiable business cases
• Conduct solution design meetings with TTEC Digital, Partners, and client personnel to confirm solution scope and the design required to fulfill requirements
• Develop and deliver 'Solution Review' presentations
• Develop and Present Solutions to the Client / Support Deal Closure Support Proposal and Solution Overview documents
• Operate as a contributor role for RFP Response Development
• Participate in Client Meeting Solution Reviews - with Sales and Partners
• Contribute to ROI Business Case production
• Responsible for estimating and supervising technical efforts for all phases of the project
• Communicate how the CCaaS platform works and how it can be applied to solving business needs
• Deliver the entire TTEC Digital value proposition and be a thought leader for CX Transformation
• Provide insights on competitor service offerings

Requirements

• Bachelor’s degree in computer science, IT, or engineering preferred
• 10 or more years’ experience in Contact Center and UC environments
• 5 or more years of NICE CXone software development, to include design, custom and common coding (JavaScript, Python, Java, C++), and testing of real time systems
• Experience creating a roadmap, designing, planning, documenting, and implementing end to end architecture using the latest technologies such as Genesys Pure Cloud, Five9, Amazon Connect, Cisco, Avaya, inContact/NICE CXOne and/or other cloud telephony platforms. NICE CXone highly preferred
• Cloud Network infrastructure experience
• Experience creating and presenting to executive level stakeholders (technical and non-technical)

Qualifications

• Existing knowledge and/or industry certifications for Webex Collaboration, Amazon Connect, Genesys Engage/Cloud, Google CCAI, NICE CXone, Verint, Calabrio, CRM’s, and process automation technologies

Skills

• Ability to function in a pre and post sales role
• Function autonomously as well as with a team of engineers, sales folks (pre and post sales), Clients and other industry leaders

Benefits

• Medical, dental, vision tax-advantaged health care accounts
• financial and income protection benefits
• paid time off (PTO) and wellness time off

Pay

This position is eligible to participate in an annual incentive program. Actual compensation offered to a candidate may vary based upon geographic location, work experience, education and/or skill levels.

Schedule

Details on the schedule are not specified in the job posting.