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 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., 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

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

Hands-on experience with multiple CCaaS platforms such as:

NICE CXone

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

The base compensation range for this role in the posted location is: 100000- 140000

Capgemini provides compensation range information in accordance with applicable national, state, provincial, and local pay transparency laws. The base compensation range listed for this position reflects the minimum and maximum target compensation Capgemini, in good faith, believes it may pay for the role at the time of this posting. This range may be subject to change as permitted by law.

The actual compensation offered to any candidate may fall outside of the posted range and will be determined based on multiple factors legally permitted in the applicable jurisdiction.

These may include, but are not limited to: Geographic location, Education and qualifications, Certifications and licenses, Relevant experience and skills, Seniority and performance, Market and business consideration, Internal pay equity.

It is not typical for candidates to be hired at or near the top of the posted compensation range.

In addition to base salary, this role may be eligible for additional compensation such as variable incentives, bonuses, or commissions, depending on the position and applicable laws.

Capgemini offers a comprehensive, non-negotiable benefits package to all regular, full-time employees. In the U.S. and Canada, available benefits are determined by local policy and eligibility and may include:

• Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave
• Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
• Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
• Life and disability insurance
• Employee assistance programs
• Other benefits as provided by local policy and eligibility

Important Notice: Compensation (including bonuses, commissions, or other forms of incentive pay) is not considered earned, vested, or payable until it becomes due under the terms of applicable plans or agreements and is subject to Capgemini’s discretion, consistent with applicable laws. The Company reserves the right to amend or withdraw compensation programs at any time, within the limits of applicable legislation.

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world., Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.