Senior Solution Architect - SAP Service Cloud; C4C CXone

Location: Hybrid, must be 50 miles from one of these offices:

Columbus, OH 43215

Lexington, KY 40511

Canonsburg, PA 15317

Chester, VA 23836

Job Type: 12 months Contract

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 work streams, 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.

• 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
• Data Flow Diagrams
• Non-Functional Requirements (NFRs)
• Key Design Decision Documents
• Ensure compliance with enterprise architecture standards, security requirements, and best practices.
• 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.
• 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.

• 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
• Mule Soft
• 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.
• 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:
• NICE CXone
• Strong experience integrating cloud-based platforms with legacy customer information and billing systems.
• SAP BTP
• API Management
• Middleware Platforms
• 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 with in utilities, energy, telecommunications, or other highly regulated industries.
• TOGAF, SABSA, or similar architecture certification.
• Experience with:
• Mule Soft
• Dell Boomi
• SAP Integration Suite
• Salesforce Service Cloud
• Knowledge of cybersecurity frameworks such as NIST and ISO 27001.