CCaaS Solutions Architect Genesys Cloud CX & NiCE CXone

Systems Integration, Inc. • , MD

2d • Remote

About The Position

SII is seeking a hands-on CCaaS Solutions Architect to lead the design and delivery of U.S. federal contact center solutions using Genesys Cloud CX and NiCE CXone. The role covers the full lifecycle, from discovery through go-live, hypercare, and optimization, including FedRAMP-authorized AI solutions such as virtual agents and agent copilots.

The position is fully remote with flexible hours. Occasional after-hours support is required for cutovers and go-lives. The role serves federal and state public-sector customers.

Requirements

• Ability to pass a federal background investigation, such as Public Trust.
• 10+ years of experience in contact center technology, including 5+ years architecting enterprise CCaaS solutions.
• 3+ years of hands-on experience with each of Genesys Cloud CX and NiCE CXone.
• Led 2+ full-lifecycle implementations.
• Strong SIP/VoIP and networking skills.
• Proficiency with REST APIs, JSON, OAuth 2.0, and conversational AI/LLM solutions.
• Bachelor's degree in a technical field or equivalent experience.
• Excellent communication skills with senior stakeholders.
• Current Genesys Cloud Professional (GC-GCP) and NICE Certified Implementation Engineer (NCIE) – CXone Mpower ACD/IVR certifications, or equivalent.

Nice To Haves

• Genesys Developer, Architect, or AI certifications.
• Additional NiCE NCIE tracks.
• AWS or Azure architect certifications, or Security+ certification.
• Federal FedRAMP CCaaS experience.
• Experience migrating from Avaya, Cisco, or Genesys on-premises platforms.
• Active Public Trust.

Responsibilities

• Architect scalable omnichannel solutions for voice, chat, email, and SMS based on business requirements and customer experience KPIs, including routing, IVR, and self-service in Genesys Architect and CXone Studio.
• Design voice connectivity using SIP trunking, BYOC, SBCs, and WebRTC, and integrate CRM and ticketing platforms such as Salesforce, ServiceNow, and Dynamics 365 through REST APIs, Data Actions, and webhooks.
• Deliver AI and automation solutions, including virtual agents, copilots, and agentic workflows using Genesys Cloud AI and NiCE CXone Mpower Autopilot, Copilot, and Enlighten AI, from proof of concept through production.
• Lead implementation activities through testing, cutover, go-live, and hypercare; serve as an escalation point and tune solutions against KPIs such as AHT, FCR, containment, and CSAT.
• Ensure compliance with FedRAMP, NIST 800-53, Section 508, and PCI/HIPAA as applicable.
• Advise agency stakeholders as a trusted technical partner.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior