[Hiring] NiCE CXONE Architect @Infosys

Role Description

In the assigned Job Role of Architecture Consultant 3, your Area Of Responsibility will be as below:

• Create business requirement documents covering functional and non-functional requirements, based on information gathered as part of workshops and interviews with client stakeholders.
• Review, propose, and develop solution architecture, ensuring application design aligns with the proposed framework and is scalable, reliable, and maintainable.
• Assess and recommend suitable technologies, tools, and platforms for implementation as part of architectural design to meet business requirements.
• Review technical solutions and develop strategies for integration with different technologies and systems to ensure seamless communication and data flow.
• Resolve complex technical challenges during build, deployment, and support phases while promoting reusable frameworks and artifacts.
• Provide specialized insights to the development team and build collaborative relationships with clients and internal teams, securing successful execution of projects.
• Identify potential risks in the system landscape, monitor system performance, and suggest optimization initiatives in line with business requirements and long-term objectives.
• Establish and uphold a comprehensive knowledge base to guarantee that vital information is systematically recorded and readily available.
• Contribute to proposals and RFPs by delivering insights related to architectural solutions for successfully delivering the proposed solutions.

Your contribution to the team:

• Expertise in designing and reviewing solution architectures that align with business goals.
• The ability to provide architectural insights to strengthen solution proposals and ensure successful delivery.
• A strategic mindset to align technical solutions with business goals and market trends.
• Proactively drive initiatives to ensure smooth execution and transition of projects.
• The ability to engage with clients and internal teams to build strong and productive relationships.
• Passion for mentoring and fostering a knowledge-sharing culture.

Qualifications

• Bachelor’s degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education.
• This position may require relocation and/or travel to work/project location.
• Candidates authorized to work for any employer in the United States without employer-based visa sponsorship are welcome to apply. Infosys is unable to provide immigration sponsorship for this role now or in the future.

Requirements

• Experienced Contact Center Program and Delivery Leader with extensive experience leading large-scale customer service transformation initiatives, managing global delivery teams, driving stakeholder engagement, and overseeing end-to-end program execution.
• Background in contact center operations, client relationship management, delivery governance, resource planning, risk management, vendor coordination, and strategic account growth.
• Proven ability to align business objectives with technology solutions, improve customer experience outcomes, and successfully deliver complex programs across geographically distributed teams.

Preferred Skill and Experience

• Contact Center Program Management, Delivery Leadership, and Customer Experience transformation initiatives.
• Proven track record of leading large-scale, enterprise-wide contact center programs from planning through execution and operational stabilization.
• Strong expertise in program governance, delivery management, stakeholder communication, risk mitigation, budgeting, and resource planning.
• Experience managing cross-functional, geographically distributed teams and coordinating with business, operations, and technology stakeholders.
• Demonstrated ability to drive customer experience improvements, operational excellence, and business transformation outcomes.

Benefits

• Medical/Dental/Vision/Life Insurance
• Long-term/Short-term Disability
• Health and Dependent Care Reimbursement Accounts
• Insurance (Accident, Critical Illness, Hospital Indemnity, Legal)
• 401(k) plan and contributions dependent on salary level
• Paid holidays plus Paid Time Off