Solutions Architect

International SOS

Solutions Architect specializing in CCaaS at International SOS. Design, deliver, and support customer engagement solutions.

Posted 5/15/2026full-timeBlue Bell • Pennsylvania • 🇺🇸 United StatesSeniorLeadWebsite

Tech Stack

Tools & technologies

AWSAzureCloudMicroservicesVoIP

About the role

Key responsibilities & impact

Lead the design of end-to-end customer engagement solutions using NICE CxOne as the core CCaaS platform
Architect integrated CCaaS and CPaaS solutions, enabling use cases such as outbound notifications, proactive engagement, and digital-first journeys
Design omnichannel customer flows across voice, digital voice, SMS, chat, email, and other messaging platforms
Configure and optimise NICE CxOne capabilities, including studio workflows, digital channels, routing strategies
Lead integration design and deployment for NiCE with a case management system
Support platform governance across environments (DEV, UAT, PROD), releases, and upgrades
Advise on best practice for scalability, high availability, and security
Consider, design and implement CPaaS integrations (e.g. SMS, WhatsApp, Digital Voice/VOIP) that complement CCaaS workflows
Enable event-driven and API-based orchestration between CPaaS, CCaaS, CRM, Digital Applications, and downstream systems
Ensure consistent customer context and interaction history across all engagement channels
Architect custom integrations between NICE CxOne, Case Management System (CRM), and CPaaS platforms where applicable
Enable capabilities such as CTI, screen pop, customer data synchronization, and reporting
Engage with stakeholders across the organization to understand business requirements, communicate architectural decisions, and gain buy-in for strategic initiatives
Stay abreast of emerging technologies, trends, and industry developments, evaluating their potential impact on the organization, and driving innovation through the adoption of new tools and methodologies
Produce solution architecture diagrams, integration specifics, and configuration documentation
Support delivery teams during implementation and testing
Promote reusable patterns and standards for CCaaS and CPaaS integrations
Collaborate with cross-functional teams including software development, data science, UX/UI design, and product management to deliver integrated digital solutions that meet business needs
Identify potential risks and vulnerabilities associated with digital solutions, implementing proactive measures to mitigate security, privacy, compliance, and regulatory concerns
Participate in building the digital technology strategy with Digital CTO, H3S CPO, Director, Products, H3S Head of Engineering and other architects

Requirements

What you’ll need

Proven experience of at least 7+ years in solutions engineering, or system integrations with a strong focus on customer engagement solutions
Hands on experience implementing Nice CxOne and/or Genesys in production environments, desired
Experience integrating CCaaS and CPaaS platforms for end-to-end customer journeys, is a plus
Experience with bespoke CRM integrations and Digital Application integrations, using APIs and event-based architecture
Good product understanding and knowledge of product lifecycle
Expertise in cloud technologies (e.g., AWS, Azure, Google Cloud), microservices architecture, APIs, DevOps practices, and agile methodologies
Knowledge of web development or mobile app development, business modeling, database concepts and project management - preferably using Agile Development Methodologies
Good oral, written and presentation skills, with ability to organize and present technical material in an easily understood manner
Good oral, written and presentation skills, with ability to organize and present technical material in an easily understood manner
Ability to communicate detailed, persuasive information to all stakeholders – verbally and in writing
Strong problem-solving skills and willingness to roll up one’s sleeves to get the job done
Experience working in a multi-cultural international organization is a plus
Working knowledge of product development architecture
Excellent knowledge of User Centered Design principles & design quality standards
Excellent oral and written communication

Benefits

Comp & perks

Dynamic and respectful workplace
Contribute to a global network dedicated to protecting people and organizations

ATS Keywords

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Hard Skills & Tools

NICE CxOneCCaaSCPaaSAPImicroservices architecturecloud technologiesDevOps practicesAgile methodologiesevent-based architecturedatabase concepts

Soft Skills

problem-solvingcommunicationpresentation skillsorganizational skillsstakeholder engagementcollaborationinnovationrisk managementadaptabilityleadership