Solution Architect (SAP C4C & NICE CXone

This role is responsible for owning and maintaining the Solution Architecture across a large-scale SAP Service Cloud (C4C) and NICE CXone transformation. The ideal candidate will ensure alignment to enterprise standards and utility-sector regulatory requirements, define the end-to-end integration architecture, and provide technical leadership across multiple delivery teams and vendors., * Own and maintain the Solution Architecture across the SAP Service Cloud (C4C) and NICE CXone transformation

• Define and govern the end-to-end integration architecture across legacy CIS, SAP C4C, NICE CXone, EDL, and other critical systems
• Establish and chair Architecture Review Boards (ARBs) to evaluate and approve design decisions
• Produce and maintain key architectural artefacts including Solution Architecture Documents, integration blueprints, and data flow diagrams
• Serve as the client-side technical counterpart to SAP, NICE, and all consulting vendors, critically evaluating proposed solutions
• Identify, escalate, and manage technical risks across integrations, data flows, and system interfaces
• Lead the design of SAP Service Cloud (C4C) configuration, extensibility, and integration patterns
• Define the NICE CXone architecture across omnichannel, IVR/IVA, ACD routing, and workforce management
• Act as the primary technical escalation point for senior stakeholders and translate complex architectural concepts into clear, business-aligned language

• Deep hands-on experience with SAP Service Cloud (C4C) including service ticketing, case management, and integration with SAP ERP/S4HANA or legacy CIS systems
• Deep hands-on experience with NICE CXone CCaaS including omnichannel routing, IVR/IVA design, and integration with CRM platforms
• Experience with legacy CIS integration, designing stable integrations between modern cloud platforms and legacy systems
• Expertise in Enterprise Integration Architecture, including event-driven design, API gateway patterns, and middleware (e.g., MuleSoft, SAP BTP)
• Proven experience as a client-side Solution Architect on large-scale, multi-vendor ERP/CRM/CCaaS transformation programmes
• Experience establishing and running Architecture Review Boards and Design Authority functions
• Energy & Utilities sector experience is strongly preferred
• Strong communication skills with the ability to bridge technical and business audiences

Desired skills:

• SAP Certified Application Associate - Service Cloud or CX portfolio
• TOGAF, SABSA, or equivalent enterprise architecture certification
• Experience with NICE CXone Agent Assist, Virtual Agent (IVA), or WFM Advanced modules
• Exposure to Salesforce Service Cloud or other CRM platforms
• Experience with Agile / SAFe delivery at programme scale
• Knowledge of cybersecurity frameworks (ISO 27001, NIST) as applied to cloud CX platforms

• Medical
• Dental
• Vision
• Sick Pay (for applicable states/municipalities)

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