- Location
- US
- Workplace
- Remote
- Type
- Part-time
- Department
- Engineering
- Seniority
- Senior
- Education
- Bachelor
- Clearance
- Required
- Source
- ApplicantPro
Description
CCaaS Solutions Architect | Genesys Cloud CX & NiCE CXone
Systems Integration, Inc. (SII) • Remote (U.S.) • Part/Full-time • Federal/State Public Sector
About the Role
SII is seeking a hands-on CCaaS Solutions Architect with deep Genesys Cloud CX and NiCE CXone expertise to lead design and delivery for U.S. federal contact centers, from discovery through go-live, hypercare, and optimization, including FedRAMP-authorized AI such as virtual agents and agent copilots.
What You'll Do
· Architect scalable omnichannel solutions (voice, chat, email, SMS) from business requirements and CX KPIs, including routing, IVR, and self-service in Genesys Architect and CXone Studio.
· Design voice connectivity (SIP trunking, BYOC, SBCs, WebRTC) and integrations with CRM and ticketing platforms (Salesforce, ServiceNow, Dynamics 365) via REST APIs, Data Actions, and webhooks.
· Deliver AI and automation, including virtual agents, copilots, and agentic workflows (Genesys Cloud AI; NiCE CXone Mpower Autopilot, Copilot, Enlighten AI), from proof of concept to production.
· Lead implementation through testing, cutover, go-live, and hypercare; serve as the escalation point and tune solutions against KPIs (AHT, FCR, containment, CSAT).
· Ensure compliance with FedRAMP, NIST 800-53, Section 508, and PCI/HIPAA as applicable, and advise agency stakeholders as a trusted technical partner.
Required Qualifications
· Ability to pass a federal background investigation (e.g., Public Trust).
· 10+ years in contact center technology, including 5+ years architecting enterprise CCaaS solutions.
· 3+ years hands-on 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 with senior stakeholders.
· Certifications (current): Genesys Cloud: Professional (GC-GCP) and NICE Certified Implementation Engineer (NCIE) – CXone Mpower ACD/IVR or equivalent.
Preferred
· Genesys Developer, Architect, or AI certifications; additional NiCE NCIE tracks; AWS/Azure architect or Security+ certifications.
· Federal FedRAMP CCaaS experience; migrations from Avaya, Cisco, or Genesys on-premises platforms; active Public Trust.
Work Environment: Fully remote with flexible hours; occasional after-hours support for cutovers and go-lives.