This role will be accountable for shaping CXone solution strategy, defining scalable architecture, governing delivery outcomes, advising senior stakeholders, and driving measurable business value across cloud contact center, digital, AI, automation, analytics, and enterprise integration initiatives.
The ideal candidate will operate confidently across executive, business, architecture, engineering, delivery, and commercial functions, translating customer objectives into secure, reliable, innovative, and commercially viable CX solutions.
The role will also position Concentrix’s NICE CIP capability as a strategic alliance model with executive sponsorship, certified delivery depth, portfolio-led market offerings, and measurable enterprise outcomes rather than a tactical implementation or subcontracting channel.
- Define and drive the enterprise NICE CXone technology and transformation strategy aligned to business objectives, customer experience goals, and organizational priorities.
- Own the CX technology roadmap, identifying opportunities to modernize contact center capabilities through cloud, digital, automation, AI, analytics, agent-assist, and workforce optimization technologies.
- Act as a trusted advisor to customers, executives, and senior stakeholders, influencing strategic decisions and shaping long-term transformation initiatives.
- Establish architecture principles, technology standards, governance models, reusable frameworks, and best practices for NICE CXone implementations.
- Evaluate emerging technologies and industry trends and translate them into practical strategies and differentiated customer solutions.
- Develop and govern a NICE CIP strategic alliance approach for Concentrix, ensuring executive sponsorship, partner alignment, capability planning, and customer outcome ownership.
- Provide executive-level ownership of solution architecture and technical strategy for complex, multi-platform NICE CXone transformation programs.
- Define scalable target-state architectures, integration strategies, technology roadmaps, and implementation frameworks.
- Lead architectural decisions across CXone, CRM, middleware, APIs, telephony, SIP/VoIP, PBX, BYOC, CTI, IVR, routing, AI ecosystems, and enterprise applications.
- Ensure solutions meet requirements for scalability, resilience, security, performance, compliance, maintainability, observability, and operational readiness.
- Govern technical decisions across global delivery teams and ensure alignment with enterprise architecture standards.
- Provide executive-level ownership of solution architecture and technical strategy for complex, multi-platform NICE CXone transformation programs.
- Define scalable target-state architectures, integration strategies, technology roadmaps, and implementation frameworks.
- Lead architectural decisions across CXone, CRM, middleware, APIs, telephony, SIP/VoIP, PBX, BYOC, CTI, IVR, routing, AI ecosystems, and enterprise applications.
- Ensure solutions meet requirements for scalability, resilience, security, performance, compliance, maintainability, observability, and operational readiness.
- Govern technical decisions across global delivery teams and ensure alignment with enterprise architecture standards.
- Provide end-to-end technology and delivery governance across large, complex NICE CXone programs.
- Establish delivery models covering planning, architecture, engineering, testing, deployment, release management, hypercare, operational readiness, and transition to support.
- Ensure programs remain aligned to scope, timelines, quality, budget, risk, architecture, security, and business outcomes.
- Own identification, escalation, and resolution of strategic risks, issues, dependencies, and cross-functional blockers.
- Drive continuous improvement across delivery methodology, engineering practices, automation, quality, and operational processes.
- Lead and develop global, cross-functional architecture, engineering, delivery, and technical teams.
- Build a technical leadership culture focused on accountability, innovation, engineering excellence, customer outcomes, and continuous improvement.
- Mentor architects, technical leads, engineers, and emerging leaders to create a sustainable CX technology leadership pipeline.
- Define capability-building strategies across skills development, certifications, reusable assets, automation, and knowledge management.
- Drive collaboration across engineering, product, delivery, sales, security, infrastructure, and business functions.
- Build named, module-wise certified coverage across NICE CXone capabilities and roles, including AI, Analytics, WFM/WEM, Routing, Digital, CRM/API integration, migration, and managed optimization.
- Deep experience in NICE CXone solution strategy, architecture, implementation, and transformation leadership.
- Strong understanding of contact center technologies, including voice, digital, routing, IVR, CTI, SIP/VoIP, BYOC, WFO/WFM, quality, analytics, and customer engagement platforms.
- Experience integrating CX platforms with CRM, enterprise applications, APIs, middleware, AI platforms, automation tools, and knowledge management ecosystems.
- Proven ability to lead enterprise-scale delivery governance, architecture governance, risk management, and stakeholder engagement.
- Demonstrated experience supporting pre-sales, solution estimation, proposals, executive presentations, and commercially viable transformation solutions.
- Experience building a portfolio of NICE CXone services beyond implementation, including migration, AI delivery, analytics, WFM/WEM, CRM/API integration, and managed optimization offerings.
- Enterprise Solution Architecture
- CX Transformation Strategy
- Technology Strategy and Roadmap Ownership
- Executive Stakeholder Management
- Client Advisory and Consulting
- Program and Delivery Governance
- Global Engineering Leadership
- Organizational Capability Development
- Risk, Issue, and Dependency Management
- Commercial and Pre-Sales Leadership
- Solution and Technical Estimation
- Architecture Governance
- AI, Agentic AI, Automation, and Analytics Strategy
- Digital Customer Experience Modernization
This is a senior leadership role requiring the ability to set direction, make complex technology decisions, influence executives, manage large-scale transformation programs, develop technical teams, and deliver measurable business outcomes. The role is expected to operate as the accountable NICE practice leader for Concentrix, owning sales enablement, delivery governance, margin discipline, capability build, certification coverage, partner alignment, and customer outcomes. While strong NICE CXone technical depth is essential, the role is not primarily hands-on engineering focused.
The successful candidate must shift the focus from basic CXone go-live delivery to certified AI-enabled transformation, outcome-based solutioning, and ongoing optimization that creates measurable enterprise value for customers.
They will also be expected to develop and package reusable Concentrix NICE offerings across migration, AI, analytics, WFM/WEM, CRM and API integration, vertical use cases, managed services, and continuous optimization.
The ideal candidate is a technology and transformation leader with deep NICE CXone expertise and the ability to balance business strategy, solution architecture, delivery execution, and commercial priorities.
They should demonstrate the ability to:
- Set the technology vision rather than only execute an existing design.
- Own outcomes rather than individual technical deliverables.
- Influence executives and customers rather than only manage engineering teams.
- Build organizational capability rather than depend on individual expertise.
- Shape commercial opportunities rather than participate only after a deal is defined.
- Lead transformation rather than simply implement the platform.
Relevant NICE certifications and demonstrated experience leading large-scale CX transformation programs are highly desirable.
