What are the responsibilities and job description for the NiCE CXone Architect position at Ascii Group, LLC?
Title : NiCE CXone Architect
Location : Fort Mill, SC
Duration : 12 Months
Rate : OPEN
Visa Status : USC/GC
In-Person Interview : No
Relevant Experience (in Yrs.) : 5
Detailed Job Description:
- Design, Develop NICE CXone architecture and call flows for voice and digital channels for inbound/outbound with LiveVox
- Develop High Level Design and Low Level Design, including data flow diagrams and routing plans.
- Ensuring scalability, high availability, disaster recovery, and compliance in architecture
- Lead design of ACD/IVR call flows and define integration of CRM/ERP/WFM/QM, analytics, and telephony systems using REST/SOAP/Webhooks
- Support telephony integrations
- Create migration roadmaps, cutover plans, risk mitigation strategies, and fallback options.
- Ensure adherence to best practices for performance, security, compliance, regulatory standards.
- Conduct architectural reviews, validate solution designs, and approve integrations/scripts developed
- Drive AI/automation/analytics enhancements across the CX stack
- Evaluate new features and roadmap updates to adopt in the environment
- Work with cross-functional teams to resolve issues related to architecture, integrations, routing, or performance
- Continuous improvement by monitoring and measuring system performance, identify improvements (routing optimization, automation, analytics).
- Optimize system performance and troubleshoot complex issues.
- Provide guidance on CXone modules: ACD, IVR, WFM, QM, Analytics, Digital Channels.
- Liaison with client, provide consulting for cloud migration and CX transformation.
- Implement best practices for code quality and maintainability.
- Lead root cause analysis for platform issues and critical incidents
Thanks, and Regards
Prasanna Kumar
Team Lead
Ascii Group LLC
Email: prasanna.bommu@asciigroup.com
Phone: 13134350820/ (248) 476-7600 Ext 112