Solution Architect; CXOne

Job Summary

Experience:

10 to 15 Years

Role:
Contact Center Solution Architect (CCaaS)

Preferred Platform: NICE CXone

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.

• 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 (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

NICE CXone certification

• Exposure to Quality Management (QM)
• Familiarity with Agile delivery and Jira

The base compensation range for this role in the posted location is: $150,000 - $162,000.

• Paid time off based on employee grade (A-F):
  Vacation 12‑25 days, 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

Capgemini is an Equal Opportunity Employer encouraging inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.