Solutions Architect

Solution Architect – SAP Service Cloud & NICE CXone

A little about this gig

Agility Partners is seeking a qualified Solution Architect to fill an open position with one of our large regulated utility clients. This individual will serve as the technical architecture lead for a major Customer Experience transformation spanning SAP Service Cloud (C4C), NICE CXone, legacy customer information systems, enterprise data platforms, and other business-critical applications. This is a highly visible, hands-on architecture role responsible for establishing the end-to-end technical blueprint, governing multiple systems integrators and vendors, and identifying technical and integration risks before they impact delivery. The ideal candidate will bring deep experience across both CRM and contact center technologies and be comfortable challenging senior technical stakeholders when needed.

Key Responsibilities:

• Own and govern the end-to-end solution and integration architecture across SAP Service Cloud (C4C), NICE CXone, legacy CIS/billing platforms, enterprise data platforms, and supporting applications, ensuring designs align with enterprise architecture, security, scalability, availability, and regulatory standards
• Lead architecture governance and technical assurance activities, including Architecture Review Boards, design authority, solution reviews, technical risk management, integration blueprints, data flows, non-functional requirements (NFRs), high-level design (HLD) and low-level design (LLD) documentation, and key architectural decisions throughout design, testing, and go-live readiness
• Serve as the client-side technical counterpart to SAP, NICE, systems integrators, and consulting partners, critically evaluating proposed solutions, challenging unnecessary complexity or technical debt, and ensuring vendors deliver against the approved enterprise architecture
• Architect and oversee integrations between SAP Service Cloud and NICE CXone, including CTI/screen-pop capabilities, omnichannel routing, IVR/IVA, APIs, customer data synchronization, event-driven integrations, and connectivity with legacy customer and billing systems

Required Skills:

• Deep hands-on architecture experience with SAP Service Cloud (C4C), including service/case management, Customer 360, extensibility, configuration, and integrations with SAP ERP/S/4HANA or legacy customer information systems
• Strong hands-on experience with NICE CXone CCaaS, including omnichannel routing, ACD, IVR/IVA, CTI, workforce management, APIs, analytics, and integration with enterprise CRM platforms
• Proven experience designing enterprise integration architectures using APIs, event-driven patterns, middleware, and integration platforms such as SAP BTP Integration Suite, MuleSoft, Boomi, or similar technologies
• Experience integrating modern cloud CRM/contact center platforms with legacy CIS, customer, billing, or other complex enterprise systems, with a strong understanding of real-time and near-real-time data integration
• Previous experience serving as a Solution Architect on a large-scale, multi-vendor enterprise transformation, including architecture governance, vendor/SI oversight, Architecture Review Boards, design authority, technical risk management, and solution assurance
• Strong knowledge of non-functional architecture requirements, including security, resiliency, scalability, high availability, disaster recovery, and performance within highly regulated or mission-critical environments

Preferred Skills:

• Previous experience within the energy and utilities industry, particularly environments involving meter-to-cash, billing, customer service, outage management, field service, or workforce dispatch
• Experience with SAP BTP, including Integration Suite, APIs, event-driven integration, and iFlows
• Experience architecting SAP C4C and NICE CXone integrations, including CTI, screen-pop, contextual customer views, and omnichannel customer journeys
• Experience with NICE CXone Agent Assist, Virtual Agent/IVA, WFM Advanced, or digital engagement capabilities
• Understanding of utility-sector regulatory, cybersecurity, and customer data requirements
• Experience working with enterprise data lakes/platforms and customer data synchronization or enrichment
• SAP Service Cloud/CX certification, TOGAF, SABSA, or another architecture certification
• Knowledge of cybersecurity frameworks such as NIST or ISO 27001
• Experience operating within Agile or SAFe enterprise transformation programs
• Exposure to Salesforce Service Cloud or other enterprise CRM platforms
• Strong executive communication skills with the ability to translate complex architecture decisions for technical, business, executive, and vendor stakeholders

Reasons to love it:

• High-visibility role serving as the technical architecture lead for a major Customer Experience transformation at a large regulated utility client
• Hands-on opportunity to establish the end-to-end technical blueprint across cutting-edge platforms including SAP Service Cloud (C4C) and NICE CXone
• Strategic position with the authority to govern multiple systems integrators and vendors while serving as the client-side technical counterpart to major technology partners
• Opportunity to work on a complex, multi-vendor enterprise transformation involving critical business applications and modern cloud technologies
• Engage in meaningful technical leadership by challenging senior stakeholders, identifying risks before they impact delivery, and ensuring architectural excellence across the program