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.

• 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

• 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

• 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