Solution Architect-Senior - VF

NiSource US • Columbus, OH

15h • Onsite

About The Position

We are seeking a highly experienced Solution Architect-Senior to lead the architecture and integration of SAP Service Cloud (C4C) and NICE CXone transformation programs within the Energy & Utilities sector. This role requires deep technical expertise in SAP C4C, NICE CXone, enterprise integration patterns, and a strong understanding of the utilities industry. You will be responsible for defining and governing the end-to-end integration architecture, managing technical risks, and ensuring alignment with enterprise standards and regulatory requirements. The position involves significant client-side leadership, challenging vendors and SIs on solution quality, and producing high-quality architecture documentation. This is a critical role in a large-scale transformation program, demanding strong communication, leadership, and problem-solving skills.

Requirements

• Deep hands-on experience: SAP Service Cloud (C4C) Service ticketing, case management, customer 360, and field service processes
• Integration with SAP ERP/S4HANA or legacy CIS systems via SAP BTP or middleware
• C4C extensibility, SDK, and configuration vs. custom trade-off decisions
• Deep hands-on experience: NICE CXone CCaaS Omnichannel routing, IVR/IVA design, ACD, WFM, and analytics
• NICE CXone APIs, CTI integration, and digital-first channel configuration
• Integration of CXone with CRM platforms (especially SAP C4C)
• Legacy CIS integration experience — designing stable integrations between modern cloud platforms and legacy billing/customer systems common in utilities
• Enterprise Integration Architecture — event-driven design, API gateway patterns, middleware (e.g. MuleSoft, SAP BTP Integration Suite, Dell Boomi, or equivalent)
• Non-Functional Requirements expertise — security, scalability, availability, and disaster recovery design in regulated utility environments
• Proven experience as a client-side Solution Architect on large-scale, multi-vendor ERP/CRM/CCaaS transformation programmes (£10M+ preferred)
• Experience establishing and running Architecture Review Boards and Design Authority functions
• Track record of technically challenging and holding vendors/SIs accountable on solutioning quality
• Proficiency in producing enterprise-grade architecture artefacts: SADs, integration blueprints, HLD/LLD, data flow diagrams, RACI
• Experience managing technical risk registers and conducting assurance reviews at major programme milestones
• Energy & Utilities sector experience is strongly preferred — understanding of industry-specific processes such as meter-to-cash, outage management, field workforce dispatch, and regulatory reporting
• Familiarity with EDL (Electronic Data Interchange / Energy Data Landscape) platforms and data exchange standards common in UK/AU/EU utility markets
• Understanding of Ofgem, AEMO, or equivalent regulatory frameworks as they relate to customer data and system change
• Gravitas and confidence to challenge senior vendor architects and consulting leads — diplomatically but decisively
• Strong communicator able to bridge technical and business audiences without oversimplifying critical complexity
• Calm under pressure — utilities have zero tolerance for customer-impacting failures, and this role operates in that environment
• Collaborative by nature but uncompromising on architecture integrity

Nice To Haves

• SAP Certified Application Associate — Service Cloud or CX portfolio
• TOGAF, SABSA, or equivalent enterprise architecture certification
• Experience with NICE CXone Agent Assist, Virtual Agent (IVA), or WFM Advanced modules
• Exposure to Salesforce Service Cloud or other CRM platforms (for vendor challenge purposes)
• Experience with Agile / SAFe delivery at programme scale
• Knowledge of cybersecurity frameworks (ISO 27001, NIST) as applied to cloud CX platforms

Responsibilities

• Own and maintain the Solution Architecture across the SAP Service Cloud (C4C) and NICE CXone transformation, ensuring alignment to enterprise standards and utility-sector regulatory requirements.
• Define and govern the end-to-end integration architecture across CIS (legacy), SAP C4C, NICE CXone, EDL, and peripheral business-critical systems.
• Establish and chair Architecture Review Boards (ARBs) to evaluate and approve design decisions across all delivery towers.
• Produce and maintain key artefacts: Solution Architecture Documents, Functional and technical designs, integration blueprints, data flow diagrams, Non-Functional Requirements (NFRs), Key Design Decision Document.
• Enforce architecture governance through design authority — ensuring no delivery team deviates from the approved blueprint without impact assessment and sign-off.
• Serve as the client-side technical counterpart to SAP, NICE, and all SI/consulting vendors — critically evaluating their proposed solutions against real-world feasibility and enterprise fit.
• Challenge vendor solutioning where it introduces unnecessary complexity, technical debt, or integration risk — backed by deep domain knowledge rather than just governance process.
• Review and technically scrutinise vendor deliverables including solution designs, integration specifications, and test strategies.
• Lead technical workshops with consulting partners to drive convergence on agreed architectural patterns.
• Proactively flag vendor delivery risks to programme leadership before they become programme-level issues.
• Foresee, identify, and escalate technical risks across integrations, data flows, and system interfaces — particularly at the boundaries between legacy CIS and modern cloud platforms.
• Own the Technical Risk Register, ensuring mitigations are assigned, tracked, and resolved within programme timelines.
• Conduct and oversee solution assurance reviews at key programme milestones (design freeze, integration testing entry, go-live readiness).
• Assess the impact of change requests on the broader architecture and provide timely, evidenced guidance to the change control board.
• Lead the design of SAP Service Cloud (C4C) configuration, extensibility, and integration patterns — covering service ticketing, case management, field service, and customer 360 views.
• Define the data and process integration between SAP C4C and the legacy CIS, ensuring customer account data, billing history, and service history synchronise reliably and in near-real-time.
• Govern the SAP BTP (Business Technology Platform) integration layer strategy, including event-driven patterns, APIs, and iFlows where applicable.
• Advise on SAP C4C configuration versus custom extension trade-offs to protect upgrade paths and reduce long-term TCO.
• Define the NICE CXone architecture across omnichannel (voice, digital, chat, email), IVR/IVA, ACD routing, and workforce management — ensuring the design reflects contact centre operational realities in a utility environment.
• Architect the CTI and screen-pop integration between NICE CXone and SAP C4C — ensuring agents have a single, contextual view of the customer at the point of contact.
• Govern NICE CXone API integrations with EDL and other downstream systems for real-time customer data enrichment and event triggering.
• Evaluate and challenge NICE CXone configuration decisions — particularly IVR flows, routing logic, and reporting data models — against agreed business outcomes.
• Act as the primary technical escalation point for Programme Director, Business Owners, and senior stakeholders.
• Translate complex architectural concepts into clear, business-aligned language for non-technical audiences — including C-suite and regulatory stakeholders.
• Represent the architecture function in steering committees, programme boards, and vendor governance forums.
• Mentor and guide junior architects and technical leads across the delivery towers.

What This Job Offers

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