What are the responsibilities and job description for the Contact Center & Genesys Architect (Only W2) position at CBTS?
Role: SAP Service Cloud - Solution Architect
Location: Columbus, OH - Hybrid Onsite
Pay Rate: $77-85/hour on W2, client will not consider C2C
Core Technical Expertise — Non-Negotiable
Deep hands-on experience: SAP Service Cloud (C4C)
Service ticketing, case management, customer 360, and field service processes
Integration with SAP ERP/S4HANA or legacy CIS systems via SAP BTP or middleware
C4C extensibility, SDK, and configuration vs. custom trade-off decisions
Deep hands-on experience: NICE CXone CCaaS
Omnichannel routing, IVR/IVA design, ACD, WFM, and analytics
NICE CXone APIs, CTI integration, and digital-first channel configuration
Integration of CXone with CRM platforms (especially SAP C4C)
Legacy CIS integration experience — designing stable integrations between modern cloud platforms and legacy billing/customer systems common in utilities
Enterprise Integration Architecture — event-driven design, API gateway patterns, middleware (e.g. MuleSoft, SAP BTP Integration Suite, Dell Boomi, or equivalent)
Non-Functional Requirements expertise — security, scalability, availability, and disaster recovery design in regulated utility environments
Program & Governance Experience
Proven experience as a client-side Solution Architect on large-scale, multi-vendor ERP/CRM/CCaaS transformation program (£10M preferred)
Experience establishing and running Architecture Review Boards and Design Authority functions
Track record of technically challenging and holding vendors/SIs accountable on solutioning quality
Proficiency in producing enterprise-grade architecture artefacts: SADs, integration blueprints, HLD/LLD, data flow diagrams, RACI
Experience managing technical risk registers and conducting assurance reviews at major program milestones
Salary : $77 - $85