Senior Contact Center Solutions Architect (NICE CXone)
Sabenza IT & Recruitment Wednesday, 25 March 2026 1Job Summary
We are seeking a highly skilled Senior Contact Center Solutions Architect with deep expertise in cloud-based contact center technologies, particularly NICE CXone. This role is ideal for a professional who thrives in designing, implementing, and transforming complex customer engagement environments.
You will play a pivotal role in contact center migrations, solution design, and multi-channel integrations, enabling seamless customer experiences across voice and digital platforms.
- Design and implement end-to-end Contact Center solutions leveraging NICE CXone and other CCaaS platforms
- Lead contact center migration initiatives, ensuring minimal disruption and optimal performance
- Conduct requirements gathering, analysis, and solution design for complex environments
- Develop technology roadmaps and strategic plans for contact center transformation
- Architect and configure ACD, IVR, and routing strategies for scalable deployments
- Integrate CTI systems with CRM platforms and third-party applications
- Enable multi-channel capabilities (Voice, Email, Chat, Web, Fax)
- Collaborate with stakeholders to define solution alternatives and technology selection
- Oversee implementation, testing, and deployment phases
- Provide L1, L2, and L3 troubleshooting support for call flows and integrations
Requirements
Additional Technical Knowledge
- Hosting, Networking, Telephony, Storage, and SSO configurations
- IVR lifecycle: Design, Development, Testing, Deployment & Support
- Database technologies: MySQL, PostgreSQL, Oracle, Cache
- Contact center routing methodologies and architecture design
- Multi-channel integration across Voice, Email, Chat, and Web
- Exposure to VoiceXML and Grammar XML (advantageous)
- Understanding of CRM CTI server positioning and architecture
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