Solution Architect (CXOne)

Responsibilities

• Design end-to-end CCaaS solutions, including IVR journeys, omnichannel flows, and customer experience design
• Lead customer workshops to gather requirements and propose best-fit CCaaS solutions
• Architect and integrate Workforce Management (WFM), reporting, and analytics
• Design and govern API-based integrations with CRM and enterprise systems
• Create high-level and detailed architecture, call flow, and integration diagrams
• Support on-prem to CCaaS migration and cloud transformation initiatives
• Provide architectural leadership, estimates, and guidance to delivery teams

Requirements

• 10 to 15 years of experience in Contact Center / CCaaS architecture
• Hands-on experience with multiple CCaaS platforms such as NICE CXone (preferred), Genesys Cloud, Amazon Connect, or Microsoft CCaaS
• Strong expertise in IVR and customer journey design
• Proficiency in WFM solutions and REST/API integrations
• Experience integrating CCaaS with CRM systems like Salesforce or MS Dynamics
• Solid understanding of cloud platforms including AWS, Azure, or GCP
• Knowledge of security, compliance, and data privacy in cloud contact centers

Preferred Qualifications

• NICE CXone certification
• Experience with AI-driven contact center capabilities
• Exposure to Quality Management (QM)
• Familiarity with Agile delivery and Jira

Benefits

• Paid time off including vacation, company holidays, personal days, and sick leave
• Medical, dental, and vision coverage
• Retirement savings plans (e.g., 401(k) in the U.S.)
• Life and disability insurance
• Employee assistance programs

About the Company

Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world. With over 55 years of heritage and 340,000 team members in more than 50 countries, we are trusted by clients to unlock the value of technology through AI, cloud, and deep industry expertise.