Own the end‑to‑end architecture for NICE CXone, including IVR/Studio flows, routing logic (ACD, skills‑based), CTI, digital channels (chat, email, WhatsApp), and analytics
Establish solution patterns for Salesforce (Service, Experience Cloud) and ensure consistent data and automation models
Define architectural guardrails for Baymax+ integrations and enhancements
Ensure Snowflake data models align with upstream systems (Salesforce, NICE, Baymax+) and downstream analytics needs
Align Sprout Social integrations with engagement, sentiment, and case management workflows
Maintain reference architectures for Assisted Service (agent‑assisted) and Self‑Service (automation, IVAs, bots)
Govern workflow and data integrations across Salesforce, NICE, Baymax+, WFM/QM, ITSM/ticketing, ERP, and knowledge systems
Design robust API interaction models with idempotency, retry logic, back‑pressure handling, and event correlation
Ensure operational systems emit the right events for SLA/CSAT insights, workforce management, capacity planning, and volume forecasting
Work closely with contact center operations, marketing, viewer experience strategists, and digital engagement teams

Bachelor's degree or equivalent work experience
7+ years of architecture, systems engineering, or hands-on solution design experience
Deep experience architecting and integrating CCaaS, Salesforce and NICE Systems in large-scale enterprise environments
Strong understanding of cloud data platforms (Snowflake) and visualization ecosystems (Tableau)
Experience with customer service, contact center technology, or customer engagement platforms
Strong API, integration, and event-driven design skills (REST, middleware)
Ability to communicate architectural vision to executives, business teams, and engineers

A bonus and/or long-term incentive units may be provided as part of the compensation package
Full range of medical benefits

Systems Architect

Key skills