Nice- Lead Business Transformation Architect (Specialist Master)

Qualifications

Must Have Skills/Project Experience/Certifications:

• 5+ years of hands-on architecture and implementation experience on the NICE CXone (formerly inContact) platform, including ACD, IVR/IVA, WFM/WEM, and digital channels
• Deep expertise in CXone Mpower Studio scripting complex call flows, API actions, dynamic routing, custom integrations
• Strong foundational knowledge of contact center operations: call routing strategies, IVR design, workforce optimization, omnichannel customer journeys, and outbound campaign management
• Proven experience migrating on-premise or legacy contact center environments to CXone cloud infrastructure
• Familiarity with the NICE DEVone Developer Community and API-first integration patterns
• Proficiency in REST API design and integration, webhooks, and JSON-based data interchange
• Solid understanding of authentication and identity protocols: SSO, SAML, OAuth
• Working knowledge of AI/ML applications in CX: virtual agents, NLU/NLP design, agent assist, conversational AI, and interaction analytics
• Familiarity with compliance and security requirements applicable to CCaaS: PCI-DSS, HIPAA, GDPR
• Bonus: scripting or development experience in JavaScript, Python, or server-side languages (Node.js, Java, .NET) to support custom Studio actions and integration logic
• Excellent verbal and written communication — able to operate fluently across technical architecture sessions and executive-level client presentations
• Strong delivery leadership: able to scope, estimate, manage risk, and drive on-time outcomes across parallel workstreams
• A client-first mindset — one that frames every technical decision in terms of measurable business value

Good to Have Skills/Project Experience/Certifications

• NICE CXone Certifications

o NCIE — NICE Certified Implementation Engineer, CXone ACD/IVR (covering Studio scripting and implementation)o NCDP — NICE Certified Development Professional, CXone Mpower ACD/IVRo NCAP — NICE Certified Application Professional, CXone Mpower Workforce Managemento NCIE — NICE Certified Implementation Engineer, CXone Mpower Autopilot (for AI/automation-focused engagements)o Legacy credentials still recognized: NICE ICE (inContact Certified Engineer) / NICE ICA (inContact Certified Administrator)

• Adjacent Certifications: Salesforce, ServiceNow, or Microsoft credentials are a meaningful plus given the frequency of CRM integration work

Education:

• BE/B.Tech/M.C.A./M.Sc (CS) degree or equivalent from accredited university

Location:

• Bengaluru/Hyderabad/Pune/Chennai