Ameritas : NICE Solution Architect

We are looking for a senior CCaaS Solution Architect with strong customer facing experience to design and deliver end to end cloud contact center solutions across leading CCaaS platforms such as NICE CXone, Genesys Cloud, Amazon Connect, and Microsoft CCaaS. The role involves owning the complete IVR customer journey, omnichannel design, WFM, and API based integrations, translating customer requirements into scalable, secure cloud architectures.

Key Responsibilities:

• Design end to end CCaaS solutions, including IVR journeys, omnichannel flows, and customer experience design

• Lead customer workshops to gather requirements and propose best fit CCaaS solutions

• Architect and integrate Workforce Management (WFM), reporting, and analytics

• Design and govern API based integrations with CRM and enterprise systems

• Create high level and detailed architecture, call flow, and integration diagrams

• Support on prem to CCaaS migration and cloud transformation initiatives

• Provide architectural leadership, estimates, and guidance to delivery teams
  
  

Must have skills:

• 10 to 15 years of experience in Contact Center / CCaaS architecture

• Hands-on experience with multiple CCaaS platforms such as:

• NICE CXone (preferred)

• Genesys Cloud

• Amazon Connect

• Microsoft CCaaS

Strong expertise in:

• IVR & customer journey design

• WFM solutions

• REST/API integrations

• Experience integrating CCaaS with CRM systems (Salesforce, MS Dynamics)

• Solid understanding of cloud platforms (AWS / Azure / GCP)

• Good knowledge of security, compliance, and data privacy in cloud contact centers
  
  

Preferred:

• NICE CXone certification

• Experience with AI driven contact center capabilities

• Exposure to Quality Management (QM)

• Familiarity with Agile delivery and Jira

The pay range that the employer in good faith reasonably expects to pay for this position is $52.70/hour - $82.35/hour. Our benefits include medical, dental, vision and retirement benefits. Applications will be accepted on an ongoing basis.

Tundra Technical Solutions is among North America’s leading providers of Staffing and Consulting Services. Our success and our clients’ success are built on a foundation of service excellence. We are an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other applicable legally protected characteristic. Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law, including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Unincorporated LA County workers: we reasonably believe that criminal history may have a direct, adverse and negative relationship with the following job duties, potentially resulting in the withdrawal of a conditional offer of employment: client provided property, including hardware (both of which may include data) entrusted to you from theft, loss or damage; return all portable client computer hardware in your possession (including the data contained therein) upon completion of the assignment, and; maintain the confidentiality of client proprietary, confidential, or non-public information. In addition, job duties require access to secure and protected client information technology systems and related data security obligations.

Salary : $53 - $82