Ameritas : NICE Solution Architect

crm integration Workforce Management salesforce integration quality management Microsoft Azure Data Privacy & Compliance CCaaS platform jira cloud migration, * 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

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., * 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

$52.70 - $82.35 an hour - Contract, Pulled from the full job description

• Health insurance
• Retirement plan
• Vision insurance
• Dental insurance, 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.

Capgemini ist einer der weltweit führenden Anbieter von Management- und IT-Beratung, Technologie-Services und Digitaler Transformation. Als ein Wegbereiter für Innovation unterstützt das Unternehmen seine Kunden bei deren komplexen Herausforderungen rund um Cloud, Digital und Plattformen.