Capgemini · 8 hours ago
NICE Architect/Lead opportunity in Fort Mill, SC
Atlanta, GA
Full-time
Onsite
Senior Level, Lead/Staff
$61K/yr - $104K/yrCapgemini is a global business and technology transformation partner that empowers organizations to unlock the value of technology. The NICE Architect/Lead will architect, design, and maintain NICE InContact solutions while developing APIs and automating workflows to enhance call center operations.
ConsultingInformation TechnologyInsurTechIT ManagementSoftware
Responsibilities
Design & Development
Architect, design, and maintain NICE InContact solutions including IVR, ACD, Campaigns, Teams, and Routing strategies
Build and automate call center workflows, including writing call flows, prompts, and scripts
Ensure adherence to SDLC processes for all development and deployment activities
Integration & Automation
Develop and maintain APIs, middleware, and ETL jobs for system integrations
Implement automation for user provisioning, skill assignment, and policy management
System Health & Performance
Monitor system health, troubleshoot issues, and optimize performance
Ensure observability, logging, and proactive alerting for all critical components
Qualification
Required
Architect, design, and maintain NICE InContact solutions including IVR, ACD, Campaigns, Teams, and Routing strategies
Build and automate call center workflows, including writing call flows, prompts, and scripts
Ensure adherence to SDLC processes for all development and deployment activities
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 all critical components
Strong experience with Amazon Web Services (AWS), including exposure to Generative LLM technologies
Knowledge of networking concepts and protocols such as WebRTC for voice and video
Experience with NICE InContact platform – IVR, ACD, Skills, Campaigns, and Workforce Management
Implementation and optimization of Nexidia Speech Analytics
Familiarity with Workforce Management (WFM) – Scheduling, forecasting, and intraday adjustments
Familiarity with Quality Management tools like Quality Central
Natural Language Understanding (NLU) – Specifically Ophelia
Experience with Conversational AI and ASR tuning for improved customer experience
Integration with Salesforce and Dynamics
Development of Click-to-Call and Chat channels ensuring omnichannel experience
Full-stack development (Front-end and Back-end)
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
Benefits
Flexible work
Healthcare including dental, vision, mental health, and well-being programs
Financial well-being programs such as 401(k) and Employee Share Ownership Plan
Paid time off and paid holidays
Paid parental leave
Family building benefits like adoption assistance, surrogacy, and cryopreservation
Social well-being benefits like subsidized back-up child/elder care and tutoring
Mentoring, coaching and learning programs
Employee Resource Groups
Disaster Relief
Company
Capgemini
Capgemini is a software company that provides consulting, technology, and digital transformation services.
Founded in 1967
10001+ employees
H1B Sponsorship
Capgemini has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2856)
2024 (3012)
2023 (3424)
2022 (4392)
2021 (3311)
2020 (5871)
Funding
Current Stage
Public CompanyTotal Funding
$4.72B2025-09-18Post Ipo Debt· $4.72B
1999-04-01IPO
Leadership Team
Aiman Ezzat
CEO, Capgemini Group
Anirban Bose
CEO of Americas Strategic Business Unit
Recent News
Techcircle
2025-12-31
2025-12-30
2025-12-30
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