Senior Contact Center Solutions Architect (NICE CXone) Johannesburg, South Africa | Posted on 24/03/2026 We are seeking a highly skilled Senior Contact Center Solutions Architect with deep expertise in cloud-based contact center technologies , particularly NICE CXone . This role is ideal for a professional who thrives in designing, implementing, and transforming complex customer engagement environments. You will play a pivotal role in contact center migrations, solution design, and multi-channel integrations , enabling seamless customer experiences across voice and digital platforms. Key Responsibilities Design and implement end-to-end Contact Center solutions leveraging NICE CXone and other CCaaS platforms Lead contact center migration initiatives , ensuring minimal disruption and optimal performance Conduct requirements gathering, analysis, and solution design for complex environments Develop technology roadmaps and strategic plans for contact center transformation Architect and configure ACD, IVR, and routing strategies for scalable deployments Integrate CTI systems with CRM platforms and third-party applications Collaborate with stakeholders to define solution alternatives and technology selection Oversee implementation, testing, and deployment phases Provide L1, L2, and L3 troubleshooting support for call flows and integrations Requirements AI & Automation – Chatbots and Voice Bots ACD & IVR Systems Workforce Management (WFM) CTI Servers & CRM Integrations Recording & Quality Management Solutions Wallboards & Reporting Tools ASR (Automatic Speech Recognition) & TTS (Text-to-Speech) Outbound Dialers, Callback & Post-Call Surveys Additional Technical Knowledge Hosting, Networking, Telephony, Storage, and SSO configurations IVR lifecycle: Design, Development, Testing, Deployment & Support Contact center routing methodologies and architecture design Multi-channel integration across Voice, Email, Chat, and Web Exposure to VoiceXML and Grammar XML (advantageous) Understanding of CRM CTI server positioning and architecture #J-18808-Ljbffr