Lead Software Architect, AI & Platform Innovation

About this role

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.

Lead Software Architect AI & Platform Innovation

Remote (U.S.)

Help Define the Next Generation of AI-Powered Customer Experience

We're looking for a highly technical, hands-on Lead Software Architect to help shape the future of our cloud contact center platform.

This is not a traditional ivory-tower architecture role.

You'll work across engineering, product, and platform teams to solve complex technical challenges, create architectural direction for strategic initiatives, and rapidly prototype ideas that become customer-facing capabilities. You'll have the opportunity to influence the future of AI within a large-scale contact center ecosystem while helping establish an architecture practice that will grow around you.

If you're the kind of architect who still loves building, experimenting, coding, and turning ideas into working solutions, we'd love to talk.

Why This Role Is Exciting

• Help build the next generation of AI-powered customer engagement solutions

• Influence architecture across a large-scale cloud platform

• Partner directly with senior engineering leaders, architects, and product teams

• Prototype new capabilities and accelerate innovation from concept to production

• Be one of the foundational members of a growing architecture organization

• Work on high-impact initiatives that span multiple engineering teams and product areas

• Shape how AI is incorporated into customer experience and contact center technologies

What You'll Do

• Define architecture and technical direction for key platform initiatives

• Partner with engineering managers, architects, product leaders, and development teams across the organization

• Translate business and product capabilities into scalable technical solutions

• Create architectural designs, prototypes, and proof-of-concepts that accelerate delivery

• Evaluate emerging AI technologies and identify opportunities to improve products and engineering effectiveness

• Drive technical decisions across cloud-native systems and distributed architectures

• Mentor engineers and influence best practices without direct people management responsibility

• Contribute hands-on code and technical solutions when needed

• Serve as a trusted technical leader across multiple product domains

What Makes Someone Successful Here

You are:

• Highly self-directed and comfortable operating with broad ownership

• Equally comfortable discussing strategy and writing code

• Able to quickly understand complex systems and identify opportunities for improvement

• Curious about AI and actively applying modern AI tools and techniques

• Passionate about building products, not just reviewing designs

• Skilled at influencing teams and gaining alignment across organizations

• Energized by solving ambiguous, high-impact technical challenges

Required Qualifications

• 10+ years of software engineering experience with progressive technical leadership

• Significant software architecture experience in large-scale SaaS or cloud environments

• Strong hands-on development background in Java

• Strong experience with AWS

• Experience designing distributed, scalable, highly available systems

• Experience working across multiple engineering teams and technical stakeholders

• Demonstrated ability to move from concept through implementation

• Strong understanding of modern software engineering practices and cloud-native architectures

Preferred Qualifications

• Contact Center as a Service (CCaaS) experience

• Customer experience, communications, telephony, workforce engagement, or customer interaction platform background

• AI, machine learning, generative AI, agent-assist, automation, or analytics experience

• Experience building prototypes and validating new product concepts

• Prior experience serving as a lead architect or principal engineer in a SaaS organization

Ideal Backgrounds

We are especially interested in architects coming from:

• CCaaS providers

• Customer experience platforms

• Enterprise SaaS organizations

• Communications and telephony technology companies

• Cloud-native software companies building AI-enabled products

What Will Set You Apart

• Deep understanding of the contact center industry and where it is headed

• A track record of turning architecture into working products

• Strong AI fluency with practical implementation experience

• Evidence of delivering technical innovation, not simply documenting solutions

• The ability to identify business opportunities and transform them into scalable platform capabilities

About NiCE

NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.

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