CCaaS Architect
Toronto, Mississauga, Calgary, Montreal, Vancouver (Hybrid - 3 Days Onsite)
Full-Time Permanent
Position Overview:
We are seeking a highly experienced CCaaS Architect to lead the design and implementation of advanced contact center solutions using the NICE CXOne platform. The ideal candidate will bring deep technical knowledge and hands-on expertise in cloud contact center infrastructure, conversational IVR, and workforce management.
Key Responsibilities:
- Architect and implement Conversational IVR, AutoPilot Virtual Agents, and omni-channel solutions using NICE CXOne.
- Develop and execute routing strategies, ACD configurations, and integrate APIs and data sources.
- Implement CXOne Expert Knowledge Base and NICE IEX Workforce Management tools.
- Lead technical teams through the deployment of NICE CXOne solutions.
- Produce detailed technical documentation aligned with business requirements.
- Provide guidance on contact center testing strategies to QA teams.
Required Qualifications:
- Minimum 10 years of experience in designing and managing contact center technologies.
- At least 5 years of end-to-end experience working specifically with NICE CXOne solutions.
- Strong understanding of CCaaS telephony infrastructure and related integrations.
