Architect​/Lead Fort Mill, SC

NICE Architect/Lead – Fort Mill, SC

Capgemini is hiring a Senior Architect to design and maintain NICE InContact solutions, including IVR, ACD, Campaigns, Teams, and routing strategies. You will automate call center workflows, develop APIs, and monitor system performance.

• Design, develop, and maintain NICE InContact solutions.
• Build and automate call center workflows, writing call flows, prompts, and scripts.
• Adhere to SDLC processes for development and deployment.
• Develop and maintain APIs, middleware, and ETL jobs for system integrations.
• Implement automation for user provisioning, skill assignment, and policy management.
• Monitor system health, troubleshoot issues, and optimize performance.
• Ensure observability, logging, and proactive alerting for critical components.

• Amazon Web Services (AWS) including experience with generative LLM technologies.
• Networking concepts and protocols such as WebRTC for voice and video.
• NICE InContact platform – IVR, ACD, skills, campaigns, workforce management.
• Nexidia Speech Analytics – implementation and optimization.
• Workforce Management: scheduling, forecasting, intraday adjustments.
• Quality Management: familiarity with tools like Quality Central.
• Natural Language Understanding (NLU) – Ophelia.
• Conversational AI and ASR tuning for improved customer experience.
• CRM & omnichannel integration with Salesforce and Dynamics.
• Click‑to‑Call and Chat channel development.

• Full‑stack development (frontend and backend).
• Strong knowledge of SQL databases and data modeling.
• Experience with Postman for API testing and validation.
• Ability to build applications such as multi‑factor authentication and embedded agent workflows.

• Flexible work
• Healthcare including dental, vision, mental health, and well‑being programs
• 401(k) and Employee Share Ownership Plan
• Paid time off, holidays, and parental leave
• Family building benefits (adoption, surrogacy, cryopreservation)
• Social well‑being benefits (subsidized junior/elder care, tutoring)
• Mentoring, coaching, and learning programs
• Employee Resource Groups
• Disaster relief assistance

Base salary range for the tagged location: $61,087 to $104,364 per year. Other compensation may include variable bonuses or commission.

Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.