Contact Center Solutions Architect

2 weeks ago


Plano, Texas, United States Tyler Technologies Full time
Contact Center Architect Job Description

Tyler Technologies is seeking a highly skilled Contact Center Architect to design, implement, and support contact center solutions that leverage the NICE CX1 platform.

Key Responsibilities:
  • Design and implement contact center solutions that meet customer needs and improve their journey in interacting with Tyler Technologies.
  • Work closely with support, client success, sales, and implementation teams to understand business requirements and document processes.
  • Configure and customize contact center solutions, including telephony, email, chat, IVR, skills-based routing, knowledge management, CTI, interactions analytics, quality management, workforce management, AI, and reporting.
  • Develop detailed architectural designs, including system diagrams, data flows, integration points, and technical specifications, to guide the implementation of contact center solutions and modules.
  • Lead and participate in technical discussions with stakeholders to articulate solution designs, address technical challenges, and ensure alignment with business goals.
  • Conduct system testing and validation to ensure the reliability, scalability, and performance of contact center solutions built on the NICE CX1 platform.
Requirements:
  • Bachelor's degree in computer science, information technology, or a related field.
  • 5 or more years of experience as a Contact Center Solution Architect, with a strong focus on architectural design, implementation, and support of cloud contact center solutions.
  • 3 or more years of experience in NICE CXone and UC environments.
  • 3 or more years of software development experience, including design, custom and common coding (JavaScript, Python, Java, C#), and testing of real-time systems.
  • Experience with enterprise-level CCaaS architecture for complex business needs.
  • Excellent customer-facing presentation skills with the ability to develop new solution pitches, value propositions, and demo experiences.
Preferred Qualifications:
  • Experience creating and presenting to executive-level stakeholders (technical and non-technical).
  • Existing knowledge and/or industry certifications for NICE CXone and process automation technologies.
  • Contact Center as a Service (CCaaS) software management and domain experience.
  • NICE CXone and CXone Studio Experience.

Tyler Technologies is a leading provider of software solutions for the public sector. We are committed to delivering innovative solutions that meet the evolving needs of our customers.



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