Project Role: Custom Software Engineer

Project Role Description: Develop custom software solutions to design, code, and enhance components across systems or applications. Use modern frameworks and agile practices to deliver scalable, high-performing solutions tailored to specific business needs.

Must have skills: Cloud Contact Center Implementation

Good to have skills: NA

Minimum 5 year(s) of experience is required

Educational Qualification: 15 years full time education

Summary:

We are seeking an experienced NICE In Contact Architecture Engineer to lead the design, architecture, migration and deployment of NICE In Contact solutions for enterprise-level contact center environments or equivalent contact center platforms like Genesys Cloud CX, Amazon Connect, Sprinklr, etc. You will play a critical role in delivering scalable, secure, and high-performance customer experience platforms by leveraging NICE In Contact and integrating it with key enterprise systems. This role is both hands-on and strategic, and will work closely with business stakeholders, cross-functional teams, and clients to deliver cutting-edge contact center solutions.

Roles & Responsibilities:

Architect and Design NICE In Contact Solutions:

• Lead end-to-end architecture and solution design for NICE In Contact deployments.
• Translate business and functional requirements into scalable and maintainable technical solutions.
• Align platform designs with compliance, security, and operational standards.

Implementation and Configuration:

• Oversee the technical implementation of NICE In Contact features including voice, chat, email, SMS, IVR, bots, routing strategies, and WFM.
• Configure and manage integrations with third-party platforms (e.g., CRM, ERP, databases).

Platform Leadership and Governance:

• Serve as the Subject Matter Expert (SME) for NICE In Contact.
• Define and enforce best practices in design, configuration, and deployment.
• Participate in platform governance, change management, and solution lifecycle planning.

Mentorship and Collaboration:

• Provide guidance, training, and mentoring to internal teams and stakeholders.
• Collaborate with cross-functional teams such as security, network, platform engineering, and architecture.
• Continuous Improvement
• Stay current with emerging NICE In Contact features and industry trends.
• Proactively recommend and implement improvements to optimize performance and customer experience.

Issue Management and Support:

• Troubleshoot complex issues in production and staging environments.
• Support escalation processes and provide hands-on technical support when needed.

Documentation and Compliance:

• Maintain thorough documentation of architecture, designs, configurations, and change logs.
• Ensure all solutions meet regulatory, security, and privacy standards.

Professional & Technical Skills:

• Mandatory
  1.Proven ability to design, implement, and lead complex NICE In Contact deployments including voice, IVR, routing, and omnichannel.

1. Hands-on experience integrating NICE In Contact with CRMs (e.g., Salesforce, MS Dynamics), ERP, and other third-party platforms via APIs and middleware.
2. Ability to translate business requirements into technical designs, and work closely with cross-functional teams and clients.
3. Candidate should have Digital Channels Specialization.

• Good to Have
  1.CI/CD & DevOps Practices
  – Familiarity with automation pipelines, version control, and deployment tools to streamline configuration and testing.
  2.Experience in Regulated Industries (e.g., Finance, Healthcare)
  – Helpful in ensuring compliance and designing with regulatory standards in mind.
• 1. Certification
• NICE In Contact, Genesys Cloud Certified Professional, Sprinklr

Additional Information:

• The candidate should have minimum 5-9 years with minimum 5 years of experience is required for Cloud Contact Center Implementation.
• Bachelor s degree in computer science, IT, Engineering, or related field, or equivalent experience.
• A 15 year full time education is required.

15 years full time education

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.
Visit us at www.accenture.com

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