{"id":2617768,"url":"https://alion.io/job/kaleidoscope-innovation-solution-architect","title":"Solution Architect","company":{"id":4382008,"name":"Kaleidoscope Innovation","domain":"kascope.com","url":"https://alion.io/company/kaleidoscope-innovation","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"ADP","truth_index":{"grade":"B","score":75,"open_postings":37,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-17T05:46:00Z"}},"role":"Solutions","role_family":"Solutions","seniority":"staff","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Windsor, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":117000,"max_usd":227000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":726},"experience_years_min":5,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Rest API","optional":false},{"name":"ServiceNow","optional":false},{"name":"SOAP","optional":false}],"status":"live","first_seen_at":"2026-06-16T14:12:00Z","employer_posted_date":"2026-06-16","last_verified_at":"2026-10-17T04:43:30Z","board_verified":true,"closed_at":null,"days_open":122,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":122},"description":"\"We are unable to sponsor or take over sponsorship of an employment visa at this time.\"\nNICE CXone Solution ArchitectPosition Summary\nWe are seeking an experienced NICE CXone Solution Architect to lead the design, implementation, optimization, and transformation of enterprise contact center solutions. This role will be responsible for architecting scalable, highly available customer experience (CX) platforms utilizing NICE CXone and related technologies, including voice, digital, AI, analytics, and telephony integrations.\nThe ideal candidate will have deep expertise in contact center architecture, IVR/ACD design, cloud migration strategies, API integrations, routing optimization, and omnichannel customer engagement. This individual will serve as a trusted advisor to business and technology stakeholders, driving innovation and continuous improvement across the CX ecosystem.\nKey Responsibilities\nSolution Architecture & Design\nDesign and develop enterprise NICE CXone solutions for voice and digital customer engagement channels.\nCreate High-Level Designs (HLDs), Low-Level Designs (LLDs), architecture diagrams, data flow diagrams, and routing strategies.\nDefine end-to-end customer journeys and omnichannel interaction flows.\nArchitect solutions for scalability, high availability, disaster recovery, and business continuity.\nContact Center Platform Development\nLead the design and optimization of:ACD routing strategies\nIVR call flows\nOmnichannel routing\nDigital engagement channels\nOutbound campaigns\n\nDevelop and maintain routing plans, interaction workflows, and automation strategies.\nEvaluate and implement platform enhancements to improve customer and agent experiences.\nIntegrations & Telephony\nDesign and support integrations between NICE CXone and:CRM platforms (Salesforce, Dynamics, ServiceNow, etc.)\nERP systems\nWorkforce Management (WFM)\nQuality Management (QM)\nAnalytics platforms\nTelephony providers\n\nDefine and govern integrations utilizing:REST APIs\nSOAP Services\nWebhooks\nMiddleware platforms\n\nTroubleshoot and resolve complex integration and telephony issues.\nCloud Migration & Transformation\nDevelop migration roadmaps and implementation strategies for contact center modernization initiatives.\nCreate cutover plans, rollback procedures, risk mitigation strategies, and contingency plans.\nProvide strategic consulting for cloud adoption and CX transformation programs.\nLead architecture reviews and validate solution designs prior to implementation.\nAI, Automation & Analytics\nDrive adoption of AI-powered customer experience capabilities.\nIdentify opportunities to leverage:Virtual agents\nConversational AI\nIntelligent routing\nWorkflow automation\nSpeech and interaction analytics\n\nEvaluate new platform capabilities and recommend adoption strategies.\nPerformance, Security & Compliance\nEnsure solutions align with enterprise security standards and regulatory requirements.\nImplement best practices for platform performance, resiliency, and maintainability.\nMonitor system health and identify optimization opportunities.\nConduct root cause analysis and lead resolution efforts for critical incidents and platform issues.\nLeadership & Collaboration\nPartner with business, operations, infrastructure, development, and vendor teams.\nProvide architectural guidance and technical leadership across project teams.\nReview and approve scripts, integrations, workflows, and technical solutions.\nMentor engineers, administrators, and implementation teams.\nRequired Qualifications\nBachelor's degree in Computer Science, Information Technology, Engineering, or related field.\n5+ years of experience designing and implementing enterprise contact center solutions.\n3+ years of experience with NICE CXone (NICE inContact) architecture and administration.\nStrong experience designing IVR, ACD, routing, and omnichannel customer engagement solutions.\nExperience integrating contact center platforms with enterprise systems.\nStrong understanding of cloud architecture and SaaS platforms.\nExperience with API-based integrations using REST, SOAP, and Webhooks.\nKnowledge of telephony technologies including SIP, VoIP, call routing, and carrier integrations.\nExperience supporting large-scale contact center migrations and transformations.\nKaleidoscope, an Infosys Company, is an equal opportunity employer, and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, spouse of protected veteran, or 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