Solution Architect-Senior - VF

DTI • Columbus, OH

14h • Hybrid

About The Position

We are seeking a highly experienced Senior Solution Architect to lead solution architecture and technical governance for a large-scale SAP Service Cloud (C4C) and NICE CXone CCaaS transformation within a regulated utility environment. The architect will own the end-to-end solution architecture across SAP C4C, NICE CXone, legacy CIS, SAP S/4HANA/ERP, EDL, and enterprise integration platforms. This role will serve as the client-side technical authority, working closely with SAP, NICE, system integrators, consulting partners, business stakeholders, and enterprise architecture teams. The ideal candidate will bring deep hands-on expertise in SAP Service Cloud/C4C, NICE CXone, enterprise integration architecture, legacy CIS integration, cloud CX platforms, and utility industry processes.

Requirements

• Extensive experience as a Solution Architect on large-scale, multi-vendor transformation programs.
• Deep hands-on experience with SAP Service Cloud (C4C).
• Strong experience with: Service ticketing, Case management, Customer 360, Field service processes, C4C configuration and extensibility, SAP C4C SDK.
• Deep hands-on experience with NICE CXone CCaaS, including: Omnichannel routing, IVR/IVA, ACD, Workforce Management, Analytics, CXone APIs, CTI integration, Digital channels.
• Experience integrating SAP C4C and NICE CXone with legacy CIS and billing/customer systems.
• Strong enterprise integration architecture experience using APIs, middleware, event-driven architecture, and integration platforms.
• Experience with SAP BTP Integration Suite, MuleSoft, Dell Boomi, or equivalent.
• Strong understanding of non-functional requirements including security, scalability, availability, performance, and disaster recovery.
• Experience operating within regulated environments, preferably Energy & Utilities.
• Experience establishing or participating in Architecture Review Boards and Design Authority functions.
• Strong ability to technically evaluate and challenge vendors and system integrators.
• Proven experience creating enterprise architecture artifacts such as SADs, HLD/LLDs, integration blueprints, data-flow diagrams, and RACI matrices.
• Experience managing technical risk registers and performing solution assurance reviews.
• Strong understanding of utility processes such as meter-to-cash, outage management, field workforce dispatch, and regulatory reporting is highly preferred.
• Strong executive presence and ability to challenge senior vendor architects diplomatically but decisively.
• Excellent communication skills across technical, business, executive, and regulatory audiences.
• Ability to remain calm and decisive in high-risk, customer-impacting situations.
• Collaborative leadership style with a strong commitment to architectural integrity.
• Proven ability to mentor architects and technical delivery teams.

Nice To Haves

• Energy & Utilities industry experience.
• Experience with EDL platforms and utility data exchange standards.
• Knowledge of Ofgem, AEMO, or comparable regulatory frameworks.
• SAP Certified Application Associate – Service Cloud/CX.
• TOGAF, SABSA, or equivalent enterprise architecture certification.
• NICE CXone Agent Assist, Virtual Agent (IVA), or WFM Advanced experience.
• Exposure to Salesforce Service Cloud or other CRM platforms.
• Experience with Agile/SAFe delivery at enterprise program scale.
• Knowledge of ISO 27001, NIST, and cloud cybersecurity frameworks.
• Experience with large transformation programs valued at $10M+ or equivalent.

Responsibilities

• Own and maintain the end-to-end Solution Architecture across SAP Service Cloud and NICE CXone.
• Define integration architecture across legacy CIS, SAP C4C, NICE CXone, EDL, and other enterprise systems.
• Establish and chair Architecture Review Boards (ARBs) and Design Authority forums.
• Produce and maintain enterprise-grade architecture artifacts, including: Solution Architecture Documents (SADs), High-Level and Low-Level Designs, Integration Blueprints, Data Flow Diagrams, Non-Functional Requirements, Key Design Decision Documents, RACI matrices.
• Enforce architecture standards and ensure deviations are formally assessed and approved.
• Lead architecture for SAP Service Cloud (C4C) covering service ticketing, case management, customer 360, and field service processes.
• Define integration patterns between SAP C4C and SAP ERP/S4HANA or legacy CIS platforms.
• Govern SAP BTP Integration Suite, APIs, event-driven integrations, and iFlows where applicable.
• Evaluate configuration vs. custom extension decisions to protect upgradeability and minimize technical debt and TCO.
• Define reliable synchronization of customer account, billing, and service information.
• Define NICE CXone architecture across voice, digital, chat, email, IVR/IVA, ACD, WFM, and analytics.
• Architect CTI and screen-pop integration between NICE CXone and SAP C4C.
• Govern NICE CXone API integrations with EDL and downstream enterprise systems.
• Evaluate routing, IVR, digital-channel, reporting, and data-model decisions against business requirements.
• Ensure contact center architecture supports customer service operations within a utility environment.
• Design stable integrations between modern cloud platforms and legacy CIS/billing/customer systems.
• Apply enterprise integration patterns including: API Gateway, Event-driven architecture, Middleware, Real-time integration, Batch integration, Enterprise APIs.
• Work with platforms such as SAP BTP Integration Suite, MuleSoft, Dell Boomi, or equivalent middleware technologies.
• Define architecture for security, scalability, availability, performance, and disaster recovery.
• Act as the client-side technical counterpart to SAP, NICE, and system integration partners.
• Review and challenge vendor solution designs for feasibility, complexity, technical debt, and integration risk.
• Review solution designs, integration specifications, test strategies, and other technical deliverables.
• Lead technical workshops and drive alignment on approved architectural patterns.
• Escalate vendor delivery and technical risks before they become program-level issues.
• Own and maintain the Technical Risk Register.
• Identify and mitigate risks associated with integrations, data flows, system interfaces, and legacy CIS boundaries.
• Conduct architecture and solution assurance reviews at major program milestones.
• Assess architectural impacts of change requests and provide recommendations to change control boards.
• Ensure solutions meet agreed security, scalability, availability, and disaster recovery requirements.
• Serve as the primary technical escalation point for program leadership, business owners, and senior stakeholders.
• Translate complex technical concepts into clear business-focused recommendations.
• Represent architecture in steering committees, program boards, and vendor governance forums.
• Mentor architects, technical leads, and delivery teams across multiple workstreams.

Benefits

• Please click on the link below for our company benefits https://docs.google.com/document/d/1q2mHf0U1akaC1ZKC65-VyyG3FrKBGNCahx3WpS2mj7M/edit?usp=sharing

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed