What are the responsibilities and job description for the NICE CXone Architect position at ITBrainiac Inc?
NICE CXone Solution Architect
Richardson, TX 75082 (100% Onsite Job)
06-12 Months
We are seeking an experienced NICE CXone Solution Architect to lead the architecture, design, and implementation of NICE CXone-based contact center solutions for the LPL Financial Contact Center Transformation Program. The role will focus on callback/contact management, Advisor Live Chat, omnichannel customer engagement, AI chatbot off-ramp integration, voice and digital workflows, enterprise integrations, and operational readiness.
Key Responsibilities
Solution Architecture & Design
Lead end-to-end NICE CXone solution architecture and design governance.
Create high-level design (HLD), low-level design (LLD), data flow, routing, and integration design artifacts.
Define target-state architecture, implementation roadmap, design standards, and platform guardrails.
Conduct architecture reviews and support technical decision-making with stakeholders.
Contact Center Functional Design
Design ACD routing strategies, IVR call flows, callback workflows, skill-based routing, queue management, and escalation paths.
Define omnichannel interaction patterns across voice, callback, live chat, and digital channels.
Support Advisor Live Chat design including advisor workflows, digital routing, and client experience considerations.
Define AI chatbot off-ramp scenarios and handoff patterns into assisted-service channels.
Platform Integrations
Design integrations with CRM, telephony platforms, LiveVox, workforce management, quality management, analytics, and enterprise systems.
Define API, REST/SOAP, webhook, middleware, and data exchange patterns where applicable.
Ensure integration designs support reliability, monitoring, supportability, and operational readiness.
Technical Leadership & Delivery Support
Guide developers, SDET engineers, and project teams on architecture principles and implementation best practices.
Facilitate technical workshops with client SMEs, product owners, operations teams, and delivery teams.
Support sprint planning, backlog refinement, design clarification, defect triage, and release readiness reviews.
Provide troubleshooting support and root cause analysis for critical design or platform issues.
Migration, Cutover & Readiness
Define migration and modernization approach from existing contact center capabilities where applicable.
Develop cutover, fallback, rollback, and deployment readiness guidance.
Support production readiness, operational handover, and acceptance sign-off activities.
Operational Excellence
Ensure the solution considers scalability, performance, high availability, disaster recovery, compliance, security, and reliability.
Recommend optimization opportunities across routing, customer experience, automation, reporting, and platform operations.
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