Senior NICE CXone Solutions Architect (U.S or LATAM Only) (100% Remote)

About Condado

Condado is a fast-growing Contact Center as a Service (CCaaS) system integrator and customer experience consulting firm. We specialize in helping enterprises select, implement, integrate, and support cloud-based contact center solutions. Our mission is to build seamless, AI-powered CX ecosystems that drive exceptional customer engagement and long-term growth. We partner with leading CCaaS and CX technology vendors (e.g. NICE CXone, Genesys Cloud, Five9, Zoom Contact Center, and emerging AI providers) to deliver end-to-end solutions – from upfront advisory and vendor selection through implementation, integration with CRM/back-end systems, and ongoing managed support. We operate as a “super integrator,” combining the advisory insight of a technology agent with deep technical implementation capabilities. With Condado’s vendor-agnostic approach and focus on innovation, we enable clients to reimagine their customer interactions – integrating voice, chat, social, and AI-driven channels into one intelligent platform. Our team’s background includes experience at top CCaaS vendors, consultancies, and enterprises, giving us unmatched expertise in contact center technology and customer experience (CX) strategy.

About the Role
We are hiring a senior NICE CXone expert who is both a solutions architect and a hands-on builder. You will be the dedicated NICE resource for a key client account, working full-time as their go-to expert across the full CXone platform, including Enlighten AI and the NICE–Salesforce integration. You will lead strategy conversations with senior client stakeholders and then build what you design. This is a long-term role: after the initial engagement, you will support our high-end clients and larger NICE engagements.

Key Responsibilities

• Serve as the dedicated, full-time NICE CXone expert for a client account

• Architect and hands-on build solutions across the full NICE CXone platform

• Design and implement Enlighten AI capabilities, such as using AI to score script adherence and drive skill assignments

• Own the NICE–Salesforce integration, including the newer integration changes and upgrades to the new integration

• Lead working sessions with client stakeholders, often on short notice, on contact center strategy and complex use cases

• Answer technical and strategic questions with confidence in client meetings, acting as a trusted advisor

• Deliver feature enhancements and integration upgrade work across related workstreams

• After the initial engagement, support high-end clients and larger NICE engagements

Required Skills & Experience

• Senior-level solutions architect experience with NICE CXone

• Deep, hands-on knowledge across all of NICE CXone, with no gaps in integration knowledge

• Hands-on development experience building CXone solutions, not only designing them

• Experience with NICE Enlighten AI capabilities

• Experience with the NICE–Salesforce integration, including its recent changes

• Strong client presence: comfortable leading meetings with demanding senior stakeholders and answering complex questions on the spot

• Ability to discuss contact center strategy as well as technical implementation

• Availability for a full-time, dedicated commitment to one client engagement

Engagement Details

• Full-time, 40 hours per week, dedicated to a single client engagement

• Initial client engagement of 6 to 9 months, followed by a long-term role on our high-end client work

• Target start within approximately 3 to 4 weeks

• The final step includes a short introductory call with the client team