Summary
Position Summary
Customer
The Customer Team empowers organizations to build deeper relationships with customers through innovative strategies, advanced analytics, GenAI, transformative technologies, and creative design. We enable Deloitte client service teams to enhance customer experiences and drive sustained growth and customer value creation and capture, through customer and commercial strategies, digital product and innovation, marketing, commerce, sales, and service. We are a team of strategists, data scientists, operators, creatives, designers, engineers, and architects, balancing business strategy, technology, creativity, and ongoing managed services to help solve the biggest problems that impact customers, partners, constituents, and the workforce. We also offer Business Process as a Service, enabling organizations to streamline operations and achieve greater efficiency through scalable, technology-enabled
Position Summary
Level: Lead Business Transformation Architect
As a Lead Business Transformation Architect/ Specialist Master at Deloitte Consulting, you will drive the design, implementation, and delivery of cutting-edge artificial intelligence solutions for our clients. This role combines deep technical expertise with strong leadership capabilities and exceptional client management skills. You will serve as a bridge between complex technical implementations and business objectives, leading development teams while effectively communicating with stakeholders at all levels.
Work you'll do:
We are seeking an experienced NICE CXone CCaaS Architect to lead the design, deployment, and continuous optimization of enterprise contact center solutions on the NICE CXone Mpower platform. This is a senior technical role that blends deep platform expertise with architectural thinking and client advisory capability — someone who can build a complex omnichannel contact center from the ground up just as confidently as they can assess and modernize an existing one.
The ideal candidate brings hands-on mastery of the CXone Mpower platform suite, a firm grasp of contact center operations, and the maturity to guide clients through technology decisions that span routing strategy, AI adoption, workforce optimization, and digital transformation.
- Solution Design & Architecture: Lead end-to-end solution architecture across the full CXone Mpower platform — from initial discovery and requirements analysis through detailed design, configuration, testing, cutover, and post-go-live optimization. Translate complex business, operational, and compliance requirements into scalable, secure, and resilient CXone architectures that directly serve client outcomes.
- ACD Design & Omnichannel Routing: Architect and configure CXone's omnichannel ACD as a universal queue spanning voice, self-service, AI/chatbot interactions, and 30+ digital channels. 2 Design skill-based routing strategies that reflect agent proficiencies — language, department, product expertise — and ensure tight interoperability between ACD routing logic and WEM scheduling to eliminate gaps between staffing and demand.
- IVR / IVA Development & Studio Scripting: Design and build sophisticated IVR and Intelligent Virtual Agent (IVA) flows using CXone Mpower Studio. This includes visual IVR configuration, advanced Studio scripting, DTMF and NLU-driven self-service design, call deflection strategies, and escalation logic — all built to reduce operational costs while maintaining a high-quality customer experience. 4 5 Fluency in CXone Studio scripting is non-negotiable for this role.
- Digital Channel Architecture: Design omnichannel digital experiences spanning SMS, chat, email, social media, and 30+ messaging platforms with native rich media support. 7 Architect the unified agent digital inbox so agents work from a single interface with full customer context and journey history. 8 Implement Bring Your Own Channel (BYOC) integrations for channels not natively supported by the platform, and configure ACD skills to correctly route digital interactions from chat, email, and SMS into the right queues. 8 3
- WFM / WEM Architecture: Design and implement CXone Mpower Workforce Management solutions that leverage patented AI and ML for omnichannel volume forecasting across voice, email, chat, SMS, and social. 9 Architect the full WEM stack — forecasting, scheduling, adherence monitoring, intraday management, quality management, and performance management — and take advantage of CXone's native data access to routing, quality scores, and interaction analytics without requiring external data pipelines.
- Integration Architecture: Architect enterprise-grade integrations between CXone and CRM, ITSM, and business systems — Salesforce, ServiceNow, Microsoft Dynamics 365, Zendesk, and others — using CXone's open APIs via the DEVone Developer Community. 12 13 Design RESTful API integrations with a solid understanding of CXone-specific integration constraints — including credential handling requirements, HTTP authentication limitations, and XML/schema support boundaries. 12 Implement SSO and federated identity configurations (SAML, OAuth) to secure access across the platform ecosystem.
- AI & Automation Strategy: Guide client adoption of CXone Mpower's AI capabilities, including Copilot (real-time agent assist), Autopilot (autonomous AI-driven self-service), interaction analytics, and sentiment analysis. 14 Provide architectural guidance on designing responsible AI workflows — balancing automation ambition with containment rate realism, escalation quality, and compliance guardrails. Stay current on NICE's evolving Mpower AI roadmap and help clients position strategically for next-generation agentic CX capabilities.
- Technical Leadership & Governance: Serve as the primary technical authority across client engagements. Conduct architecture and script reviews, establish design governance standards, and own solution quality throughout the delivery lifecycle. Mentor engineers, implementation consultants, and junior architects to elevate capability and delivery consistency across the team.
- Performance, Reporting & Continuous Optimization: Configure real-time and historical dashboards, supervisor monitoring tools, and reporting frameworks to enable data-driven contact center management. Guide clients on performance benchmarking, scalability planning, and ongoing platform optimization post-deployment.
- Troubleshooting & Incident Resolution: Lead diagnosis and resolution of complex issues spanning application configuration, Studio scripting, platform behavior, API integration, telephony, and cloud infrastructure. Drive rapid restoration with minimal disruption to customer-facing operations.
- Client Engagement & Advisory: Deliver compelling solution designs, platform demonstrations, and value presentations to executive and technical stakeholders. Act as a trusted technical advisor throughout the engagement lifecycle — shaping not just what is built, but how it evolves.
The team:
Our Sales & Service team focuses on delivering marketing and growth objectives aligned with our clients brand values for measurable business growth. We help clients turn business values into measurable growth through creatively driven, personalized content, communications, and experiences that engage and inspire people to act. We implement and operate the technology platforms that enable personalized content, commerce and marketing user-centric experiences. In doing so, we transform our clients marketing and engagement operations into modern, data-driven, creatively focused organizations. Our team brings deep experience in creative and digital marketing capabilities by a combination of key focus areas i.e, Brand, Advertising, Experiences, Content, Marketing, Commerce, Products, Data and measurement/analysis.
Qualifications
Must Have Skills/Project Experience/Certifications:
- 5+ years of hands-on architecture and implementation experience on the NICE CXone (formerly inContact) platform, including ACD, IVR/IVA, WFM/WEM, and digital channels
- Deep expertise in CXone Mpower Studio scripting — complex call flows, API actions, dynamic routing, custom integrations
- Strong foundational knowledge of contact center operations: call routing strategies, IVR design, workforce optimization, omnichannel customer journeys, and outbound campaign management
- Proven experience migrating on-premise or legacy contact center environments to CXone cloud infrastructure
- Familiarity with the NICE DEVone Developer Community and API-first integration patterns
- Proficiency in REST API design and integration, webhooks, and JSON-based data interchange
- Solid understanding of authentication and identity protocols: SSO, SAML, OAuth
- Working knowledge of AI/ML applications in CX: virtual agents, NLU/NLP design, agent assist, conversational AI, and interaction analytics
- Familiarity with compliance and security requirements applicable to CCaaS: PCI-DSS, HIPAA, GDPR
- Bonus: scripting or development experience in JavaScript, Python, or server-side languages (Node.js, Java, .NET) to support custom Studio actions and integration logic
- Excellent verbal and written communication — able to operate fluently across technical architecture sessions and executive-level client presentations
- Strong delivery leadership: able to scope, estimate, manage risk, and drive on-time outcomes across parallel workstreams
- A client-first mindset — one that frames every technical decision in terms of measurable business value
Good To Have Skills/Project Experience/Certifications
- NICE CXone Certifications
- NCIE — NICE Certified Implementation Engineer, CXone ACD/IVR (covering Studio scripting and implementation)
- NCDP — NICE Certified Development Professional, CXone Mpower ACD/IVR
- NCAP — NICE Certified Application Professional, CXone Mpower Workforce Management
- NCIE — NICE Certified Implementation Engineer, CXone Mpower Autopilot (for AI/automation-focused engagements)
- Legacy credentials still recognized: NICE ICE (inContact Certified Engineer) / NICE ICA (inContact Certified Administrator)
- Adjacent Certifications: Salesforce, ServiceNow, or Microsoft credentials are a meaningful plus given the frequency of CRM integration work
Education:
- BE/B.Tech/M.C.A./M.Sc (CS) degree or equivalent from accredited university
Location:
- Bengaluru/Hyderabad/Pune/Chennai
Our purpose
Deloitte's purpose is to make an impact that matters for our people, clients, and communities. At Deloitte, purpose is synonymous with how we work every day. It defines who we are. Our purpose comes through in our work with clients that enables impact and value in their organizations, as well as through our own investments, commitments, and actions across areas that help drive positive outcomes for our communities.
Our people and culture
Our inclusive culture empowers our people to be who they are, contribute their unique perspectives, and make a difference individually and collectively. It enables us to leverage different ways of thinking, ideas and perspectives, and bring more creativity and innovation to help solve our clients most complex challenges. This makes Deloitte one of the most rewarding places to work.
Professional development
At Deloitte, professionals have the opportunity to work with some of the best and discover what works best for them. Here, we prioritize professional growth, offering diverse learning and networking opportunities to help accelerate careers and enhance leadership skills. Our state-of-the-art DU: The Leadership Center in India, located in Hyderabad, represents a tangible symbol of our commitment to the holistic growth and development of our people. Explore DU: The Leadership Center in India .
Benefits To Help You Thrive
At Deloitte, we know that great people make a great organization. Our comprehensive rewards program helps us deliver a distinctly Deloitte experience that helps that empowers our professionals to thrive mentally, physically, and financially—and live their purpose. To support our professionals and their loved ones, we offer a broad range of benefits. Eligibility requirements may be based on role, tenure, type of employment and/ or other criteria. Learn more about what working at Deloitte can mean for you.
Recruiting tips
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Requisition code: 353239
