CXone; InConnect Architect

Location:
Texas, Frisco

• Senior/Architect-level role responsible for designing and optimizing enterprise NICE CXone (InConnect) contact center solutions
• Provides technical leadership and architecture guidance for scalable, resilient, and high-performance customer experience platforms
• Works with stakeholders, engineering teams, and vendors to deliver end-to-end CX transformation initiatives

• Design multi-region, high-availability CXone architectures with failover, redundancy, and disaster recovery
• Develop advanced Studio scripts using dynamic routing, API-driven logic, and event-based workflows
• Implement integrations using CXone APIs, DEX, real-time data APIs, and event streaming
• Lead SIP trunking architecture including SBC setup, call routing optimization, codecs, and QoS design
• Build secure integrations using REST/SOAP APIs, OAuth2, JWT, and SAML authentication
• Design real-time analytics and reporting pipelines using CXone analytics and BI tools
• Architect omnichannel solutions across voice, chat, email, SMS, Whats App, and social platforms
• Integrate CXone with enterprise systems such as Salesforce, Dynamics, and Service Now
• Perform performance tuning, capacity planning, and system optimization
• Ensure security, compliance, and best practices across all implementations
• Lead troubleshooting and root cause analysis for production incidents
• Translate business requirements into scalable technical solutions
• Stay current with NICE CXone updates, roadmap, and industry standards
• Process flows documentation
• Knowledge transfer and mentoring for client team members
• Contribution to all assigned project deliverables
• Data conversion and maintenance activities
• Best practice and industry-specific solution recommendations
• Alternative (out-of-the-box) solution design and advisory
• Thought leadership with hands-on configuration/development
• Active participation as functional team member
• Additional assigned duties as required