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United States
Remote only
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a CCaaS Solutions Architect – Genesys Cloud CX & NiCE CXone based in the United States.
We are seeking an experienced CCaaS Solutions Architect to lead the design, implementation and optimization of enterprise contact center solutions for U.S. federal and state public sector organizations. In this hands-on role, you will leverage deep expertise in Genesys Cloud CX and NiCE CXone to deliver scalable omnichannel experiences and modernize customer engagement operations. You will oversee the entire solution lifecycle, from requirements discovery and architecture design to deployment, go-live and post-launch optimization. You will also drive the integration of advanced AI capabilities, including virtual agents, agent copilots and intelligent automation workflows, within secure cloud environments. Working closely with technical teams and government stakeholders, you will ensure solutions meet stringent security, accessibility and regulatory requirements. This is a fully remote opportunity for a senior technical expert who combines architectural leadership, practical implementation experience and a strong understanding of public sector technology environments.
As a CCaaS Solutions Architect, you will lead technical architecture and delivery across complex contact center transformation projects, ensuring solutions meet operational objectives, security standards and customer experience requirements.
Design and architect scalable omnichannel contact center solutions covering voice, chat, email and SMS, translating business requirements and customer experience KPIs into technical architectures.
Configure and develop intelligent routing, Interactive Voice Response (IVR) and self-service capabilities using Genesys Architect and NiCE CXone Studio.
Architect voice connectivity solutions involving SIP trunking, Bring Your Own Carrier (BYOC), Session Border Controllers (SBCs) and WebRTC technologies.
Design and implement integrations with CRM and ticketing platforms, including Salesforce, ServiceNow and Microsoft Dynamics 365, using REST APIs, Data Actions and webhooks.
Develop and deploy AI-powered capabilities, including virtual agents, agent copilots and agentic workflows, leveraging Genesys Cloud AI and NiCE CXone Mpower technologies such as Autopilot, Copilot and Enlighten AI.
Lead the complete implementation lifecycle, from proof of concept and technical validation through testing, deployment, cutover, go-live and hypercare.
Serve as a technical escalation point, troubleshooting complex issues and optimizing contact center performance against key metrics such as Average Handle Time (AHT), First Contact Resolution (FCR), containment rates and Customer Satisfaction (CSAT).
Ensure solution architectures and implementations comply with FedRAMP, NIST SP 800-53 and Section 508 requirements, as well as PCI and HIPAA standards where applicable.
Advise government agency stakeholders and technical teams, providing architectural guidance and recommendations throughout project delivery.
Support continuous improvement initiatives by identifying opportunities to enhance system performance, automation, security and customer experience.
The ideal candidate is a highly experienced contact center technology professional with strong hands-on expertise in both Genesys Cloud CX and NiCE CXone, along with the ability to lead complex enterprise implementations in regulated public sector environments.
10+ years of experience in contact center technology, including at least 5 years architecting enterprise-level Contact Center as a Service (CCaaS) solutions.
At least 3 years of hands-on experience with each of Genesys Cloud CX and NiCE CXone.
Proven experience leading at least two full-lifecycle CCaaS implementations, from initial architecture and discovery through deployment and production support.
Strong expertise in SIP, VoIP, voice connectivity and networking technologies.
Proficiency in REST APIs, JSON, OAuth 2.0 and enterprise integration architectures.
Practical experience designing and implementing conversational AI, large language model (LLM) solutions and intelligent automation capabilities.
Strong understanding of cloud-based contact center architecture, omnichannel routing, IVR and self-service technologies.
Current Genesys Cloud Professional (GC-GCP) certification and NiCE Certified Implementation Engineer (NCIE) certification for CXone Mpower ACD/IVR, or equivalent credentials.
Bachelor's degree in a technical discipline or equivalent professional experience.
Excellent communication and stakeholder management skills, with the ability to explain complex technical concepts and advise senior government and enterprise stakeholders.
Ability to successfully pass a federal background investigation, such as a Public Trust assessment.
Preferred qualifications:
Additional Genesys certifications in Developer, Architect or AI specializations.
Additional NiCE NCIE certifications across relevant technical tracks.
AWS or Azure cloud architecture certifications.
CompTIA Security+ certification or equivalent security credentials.
Previous experience delivering FedRAMP-compliant CCaaS solutions for federal agencies.
Experience migrating contact center environments from Avaya, Cisco or legacy on-premises Genesys platforms.
Active Public Trust clearance.
Fully remote working arrangement within the United States.
Flexible working hours.
Medical, dental and vision insurance.
401(k) retirement plan with employer matching.
Group term life insurance.
Additional voluntary employee benefits.
Paid time off (PTO).
11 paid federal holidays.
Opportunity to work on complex contact center transformation initiatives across federal and state public sector environments.
Exposure to advanced cloud technologies, conversational AI and intelligent automation solutions.
Occasional after-hours availability for critical cutovers, deployments and go-live support.