Senior SAP Service Cloud Solutions Architect

Job Title: SeniorSAP Service Cloud Solutions Architect (Contract to Hire)
Location: Merrillville, IN or Columbus, OH
Work Model: Hybrid — Tuesday through Thursday onsite, Monday and Friday remote
Rate: $78–$88/hour
Contract Term: Immediate start – September 12, 2027
Contract to Hire: Yes, likely after 6–7 months, but could be up to 1 year
Employment Type: W-2 Only
Work Authorization: U.S. Citizens Only | Green Card holders also eligible; no visa sponsorship available
Work Schedule: 8:00 AM – 5:00 PM, with 1-hour lunch

We are seeking a highly experienced Senior Solutions Architect to provide client-side architecture leadership for a large-scale customer transformation program involving SAP Service Cloud (C4C),
NICE CXone CCaaS
, legacy Customer Information Systems, enterprise integrations, and utility-sector customer operations.

This role will own and govern the end-to-end solution architecture across customer service, contact center, CRM, legacy CIS, integration, and data exchange capabilities. The Senior Solutions Architect will serve as the technical counterpart to SAP, NICE, systems integrators, consulting partners, internal technology teams, business stakeholders, and program leadership.

The ideal candidate brings deep hands-on experience with SAP Service Cloud (C4C) and NICE CXone
, strong enterprise integration architecture expertise, and the confidence to challenge vendor designs where needed. This role requires someone who can balance practical implementation realities with architecture integrity, regulatory expectations, non-functional requirements, and long-term platform sustainability.

• Own and maintain the solution architecture across SAP Service Cloud, NICE CXone, legacy CIS, EDL, and related business-critical systems.

• Define and govern the end-to-end integration architecture across CRM, CCaaS, customer information systems, middleware, data exchange platforms, and downstream systems.

• Establish and chair Architecture Review Boards and Design Authority forums to evaluate and approve key design decisions.

• Ensure solution designs align with enterprise architecture standards, utility-sector requirements, regulatory expectations, and approved program blueprints.

• Enforce architecture governance by ensuring delivery teams do not deviate from approved designs without proper impact assessment and sign-off.

• Produce and maintain enterprise-grade architecture artifacts, including Solution Architecture Documents, integration blueprints, high-level and low-level designs, data flow diagrams, non-functional requirements, RACI models, and key design decision documentation.

• Lead architecture for SAP Service Cloud configuration, extensibility, and integration patterns.

• Support service ticketing, case management, customer 360, field service, and customer service process design.

• Define integration patterns between SAP Service Cloud and legacy CIS platforms to ensure customer account data, billing history, service history, and related customer information synchronize reliably.

• Govern SAP BTP integration layer strategy, including APIs, event-driven patterns, iFlows, and middleware integration where applicable.

• Evaluate SAP Service Cloud configuration versus custom extension trade-offs to protect upgrade paths, reduce technical debt, and manage long-term total cost of ownership.

• Partner with SAP, implementation partners, and internal teams to validate that designs are scalable, secure, and operationally viable.

• Define NICE CXone architecture across omnichannel voice, digital, chat, email, IVR/IVA, ACD routing, workforce management, analytics, and reporting.

• Architect CTI and screen-pop integration between NICE CXone and SAP Service Cloud to support a single, contextual agent view of the customer.

• Govern NICE CXone API integrations with CRM, CIS, EDL, and downstream systems for customer data enrichment and event triggering.

• Evaluate and challenge NICE CXone configuration decisions related to IVR flows, routing logic, workforce management, reporting data models, and digital-first channel design.

• Ensure…