技术架构师 – NICE CXone
Technical Architect – NICE CXone
在TTEC Digital，我们指导客户，确保他们的员工感到被重视并得到充分支持，因为卓越的客户体验首先是一个员工流程。我们的愿景相同，是一个员工可以茁壮成长的地方。
职位目的
NICE技术架构师负责设计和交付可扩展的NICE CXone平台解决方案，并领导咨询团队。该职位涉及技术交付的全流程，与现场和客户利益相关者合作，并推动NICE业务中的创新和增长。该架构师将在解决方案工程、售前阶段和确保高质量项目执行中发挥关键作用。
主要职责
- 设计并交付NICE CXone平台解决方案
- 领导并指导NICE咨询团队以实现成功的项目交付
- 对从印度执行的项目的技术交付负责
- 与现场团队、项目经理、销售团队和客户协作
- 理解项目范围并制定详细的技术工作计划
- 评估工作量并为离岸团队规划交付
- 审查交付成果以确保质量和符合标准
- 参与编码、测试和解决方案开发活动
- 与系统分析师和项目经理紧密合作以完成项目
- 参与售前活动，包括解决方案设计、估算和方案撰写
- 推动创新、能力建设和业务增长
- 支持培训、指导和知识共享计划
- 为团队扩展和技能发展策略做出贡献
- 确保印度团队的运营指标和交付卓越
- 参与会议、培训和利益相关者讨论
- 根据组织政策在海得拉巴办公室工作
技术专长
- 精通NICE CXone平台和CCaaS解决方案
- 具有CXone Studio和呼叫中心工作流的实际经验
- 熟悉全渠道呼叫中心技术
- 具有企业CCaaS架构设计和实施经验
- 熟练使用ASP.NET、C#、XML和Web服务
- 具有软件开发和实时系统设计经验
- 了解基于云的呼叫中心解决方案和集成
- 熟悉网络和基础设施
- 能够解决复杂的技术问题并提供解决方案
能力
个人素质
强大的人际沟通能力
查看英文原文
At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.
Position Purpose
The NICE Technical Architect is responsible for architecting, designing, and delivering scalable NICE CXone platform solutions while leading a team of consultants. This role involves end-to-end ownership of technical delivery, collaboration with onsite and client stakeholders, and driving innovation and growth within the NICE practice. The architect will play a key role in solution engineering, pre-sales, and ensuring high-quality project execution.
Key Responsibilities
- Architect, design, and deliver NICE CXone platform solutions.· Lead and mentor a team of NICE consultants for successful project delivery.· Take ownership of technical delivery for projects executed from India.· Collaborate with onsite teams, project managers, sales teams, and clients.· Understand project scope and define detailed technical work plans.· Estimate effort and plan delivery for offshore teams.· Review deliverables to ensure quality and adherence to standards.· Participate in coding, testing, and solution development activities.· Work closely with system analysts and project managers for project completion.· Engage in pre-sales activities including solution design, estimation, and proposal creation.· Drive innovation, capability development, and practice growth.· Support training, mentoring, and knowledge-sharing initiatives.· Contribute to team expansion and skill development strategies.· Ensure operational metrics and delivery excellence for the India team.· Participate in meetings, training sessions, and stakeholder discussions.· Work from Hyderabad office as per organizational policies.
Technical Expertise
- Strong expertise in NICE CXone platform and CCaaS solutions.· Hands-on experience with CXone Studio and contact center workflows.· Strong understanding of omnichannel contact center technologies.· Experience in enterprise CCaaS architecture design and implementation.· Proficiency in ASP.NET, C#, XML, and Web Services.· Experience in software development and real-time system design.· Knowledge of cloud-based contact center solutions and integrations.· Strong understanding of networking and infrastructure.· Ability to troubleshoot complex technical issues and deliver solutions.
Competency
Personal
Strong interpersonal skills, high energy, integrity, adaptability, and problem-solving mindset.
Leadership
Ability to lead teams, mentor junior members, and manage diverse stakeholders effectively.
Operations
Strong capability to manage multiple projects, prioritize tasks, and ensure efficient delivery.
Technical
Ability to understand complex technical systems and deliver robust solutions.
Technology Stack
- NICE CXone Platform & CXone Studio· Programming: C#, ASP.NET, JavaScript, Python, Java, C++· Web Technologies: XML, Web Services· Contact Center Technologies: CCaaS, IVR, Omnichannel Solutions· Cloud & Infrastructure: Networking, UC Environments
Education, Experience and Certification
- Bachelor’s degree in Computer Science, IT, Engineering, or related field (preferred).· 10+ years of experience in customer experience/contact center technology space.· 3+ years of experience in NICE CXone and UC environments.· 6+ years of software development experience in real-time systems.· Strong experience in enterprise-level CCaaS architecture.· Experience in network infrastructure and integrations.· Proven ability to work in fast-paced environments.· Strong team player with leadership capabilities.
- TTEC Digital and our 1,800+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company, TTEC Engage, is a 60,000+ employee service company, with customer service representatives located around the world. TTEC Holdings Inc. is the parent company for both Digital and Engage. When clients have a holistic need, they can draw from these independently managed centers of excellence, TTEC Digital and TTEC Engage.
- We are also delighted to share that TTEC has been awarded the Great Place To Work 2024-2025 certification based on outstanding employee experience across 14 countries.
- TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.
- Rarely do applicants meet all desired job qualifications, so if you feel you would succeed in the role above, please take a moment and share your qualifications.