Solution Architect - SAP Service Cloud

We are seeking a highly experienced Senior Solution Architect to lead a large-scale customer experience transformation initiative involving SAP Service Cloud (C4C), NICE CXone, enterprise integrations, and legacy customer systems. This individual will serve as the architectural leader across multiple delivery workstreams, ensuring CRM, contact center, and integration solutions are scalable, secure, and aligned with enterprise objectives. The ideal candidate will bring deep technical expertise, strong governance experience, and the ability to effectively challenge vendors and systems integrators to drive high-quality solution outcomes. This is a highly visible role requiring close collaboration with executive leadership, business stakeholders, technical teams, and external consulting partners. Key Responsibilities Architecture Leadership & Governance

• Own and maintain the end-to-end solution architecture across SAP Service Cloud (C4C) and NICE CXone platforms.
• Define and govern integration architecture across CRM, contact center, customer information, billing, and operational systems.
• Establish and lead Architecture Review Boards (ARBs) and Design Authority sessions.
• Produce and maintain key architecture artifacts including:
• Solution Architecture Documents (SADs)
• High-Level and Low-Level Designs
• Integration Blueprints
• Data Flow Diagrams
• Non-Functional Requirements (NFRs)
• Key Design Decision Documents
• Ensure compliance with enterprise architecture standards, security requirements, and best practices.

SAP Service Cloud (C4C) Architecture

• Lead architecture and solution design for:
• Service Ticketing
• Case Management
• Customer 360
• Field Service Operations
• Define integration patterns between SAP Service Cloud and backend systems.
• Evaluate configuration versus customization strategies to protect upgrade paths and reduce technical debt.
• Provide architectural guidance on SAP BTP Integration Suite, APIs, and event-driven solutions.

NICE CXone Architecture

• Define and govern NICE CXone architecture across:
• Voice
• Chat
• Email
• Digital Channels
• IVR/IVA
• Workforce Management
• Analytics
• Architect CTI integrations and screen-pop capabilities between NICE CXone and CRM platforms.
• Review routing logic, reporting models, and customer engagement workflows to ensure alignment with business objectives.

Integration & Technical Assurance

• Design and oversee integrations between cloud platforms and legacy customer and billing systems.
• Establish API, middleware, and event-driven architecture standards utilizing technologies such as:
• SAP BTP
• MuleSoft
• Dell Boomi
• Identify technical risks and drive mitigation strategies across the solution landscape.
• Conduct technical assurance reviews throughout the project lifecycle, including design, testing, and go-live readiness phases.

Vendor & Stakeholder Management

• Serve as the primary technical counterpart to systems integrators and consulting partners.
• Challenge solution proposals that introduce unnecessary complexity, technical debt, or risk.
• Partner closely with executive leadership, business stakeholders, and technical teams.
• Present architecture recommendations, risks, and strategic decisions to senior leadership.
• Mentor technical leads and junior architects.

• Bachelor’s Degree in Computer Science, Information Systems, Engineering, or related field.
• 10+ years of Solution Architecture or Enterprise Architecture experience.
• Deep hands-on experience with:
• SAP Service Cloud (C4C)
• NICE CXone
• Strong experience integrating cloud-based platforms with legacy customer information and billing systems.
• Expertise in:
• SAP BTP
• API Management
• Middleware Platforms
• Enterprise Integration Architecture
• Event-Driven Design Patterns
• Experience establishing architecture governance processes and design review standards.
• Proven ability to influence architecture decisions across multiple stakeholders and vendors.
• Excellent written, verbal, and executive-level communication skills., * Experience within utilities, energy, telecommunications, or other highly regulated industries.
• TOGAF, SABSA, or similar architecture certification.
• SAP Service Cloud certification.
• Experience with:
• MuleSoft
• Dell Boomi
• SAP Integration Suite
• Salesforce Service Cloud
• Agile/SAFe delivery methodologies
• Knowledge of cybersecurity frameworks such as NIST and ISO 27001.
• Experience supporting large-scale enterprise transformation programs., The ideal candidate is a hands-on architect who combines deep expertise in SAP Service Cloud (C4C) and NICE CXone with strong enterprise integration experience. They are comfortable leading architecture governance, managing vendor relationships, influencing executive stakeholders, and driving successful delivery of complex customer experience transformation initiatives.

You will receive the following benefits:

• Medical Insurance - Four medical plans to choose from for you and your family
• Dental & Orthodontia Benefits
• Vision Benefits
• Health Savings Account (HSA)
• Health and Dependent Care Flexible Spending Accounts
• Voluntary Life Insurance, Long-Term & Short-Term Disability Insurance
• Hospital Indemnity Insurance
• 401(k) including match with pre and post-tax options
• Paid Sick Time Leave
• Legal and Identity Protection Plans
• Pre-tax Commuter Benefit
• 529 College Saver Plan