[Hiring] CCaaS Solutions Architect @Systems Integration, Inc.

Role Description

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.

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.