Solution Architect-Senior - VF

Title:Solution Architect-Senior

Location:Columbus, OH43215

Duration:12 months (Temp to hire)

• Deep hands-on experience: SAP Service Cloud (C4C)
• Service ticketing, case management, customer 360, and field service processes
• Integration with SAP ERP/S4
  
  HANA or legacy CIS systems via SAP BTP or middleware
• C4C extensibility, SDK, and configuration vs. custom trade-off decisions
• Deep hands-on experience: NICE CXone CCaaS
• Omnichannel routing, IVR/IVA design, ACD, WFM, and analytics
• NICE CXone APIs, CTI integration, and digital-first channel configuration
• Integration of CXone with CRM platforms (especially SAP C4C)
• Legacy CIS integration experience – designing stable integrations between modern cloud platforms and legacy billing/customer systems common in utilities
• Enterprise Integration Architecture – event-driven design, API gateway patterns, middleware (e.g. Mule Soft, SAP BTP Integration Suite, Dell Boomi, or equivalent)
• Non-Functional Requirements expertise – security, scalability, availability, and disaster recovery design in regulated utility environments

• Proven experience as a client-side Solution Architect on large-scale, multi-vendor ERP/CRM/CCaaS transformation programmes (£10M+ preferred)
• Experience establishing and running Architecture Review Boards and Design Authority functions
• Track record of technically challenging and holding vendors/SIs accountable on solutioning quality
• Proficiency in producing enterprise-grade architecture artefacts: SADs, integration blueprints, HLD/LLD, data flow diagrams, RACI
• Experience managing technical risk registers and conducting assurance reviews at major programme milestones

• Energy & Utilities sector experience is strongly preferred – understanding of industry-specific processes such as meter-to-cash, outage management, field workforce dispatch, and regulatory reporting
• Familiarity with EDL (Electronic Data Interchange / Energy Data Landscape) platforms and data exchange standards common in UK/AU/EU utility markets
• Understanding of Ofgem, AEMO, or equivalent regulatory frameworks as they relate to customer data and system change

• Gravitas and confidence to challenge senior vendor architects and consulting leads – diplomatically but decisively
• Strong communicator able to bridge technical and business audiences without oversimplifying critical complexity
• Calm under pressure – utilities have zero tolerance for customer-impacting failures, and this role operates in that environment
• Collaborative by nature but uncompromising on architecture integrity

• 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 (for vendor challenge purposes)
• Experience with Agile / SAFe delivery at programme scale
• Knowledge of cybersecurity frameworks (ISO 27001, NIST) as applied to cloud CX platforms

Own and maintain the Solution Architecture across the SAP Service Cloud (C4C) and NICE CXone transformation, ensuring alignment to enterprise standards and utility-sector regulatory requirements. Define and govern the end-to-end integration architecture across CIS (legacy), SAP C4C, NICE CXone, EDL, and peripheral business-critical systems. Establish and chair Architecture Review Boards (ARBs) to evaluate and approve design decisions across all delivery towers.

Produce and maintain key artefacts:
Solution Architecture Documents, Functional and technical designs, integration blueprints, data flow diagrams, Non-Functional Requirements (NFRs), Key Design Decision Document. Enforce architecture governance through design authority – ensuring no delivery team deviates from the approved blueprint without impact assessment and sign-off.

Serve as the client-side technical counterpart to SAP, NICE, and all SI/consulting vendors – critically evaluating their proposed solutions…