Solution Architect (SAP C4C & NICE CXone)

Aptask Global Workforce (AGW) is seeking a Solution Architect (SAP C4C & NICE CXone) for a contract position with a Major Utility Company located in Columbus, OH. This is a 12+ month contract opportunity.

This role is responsible for owning and maintaining the Solution Architecture across a large-scale SAP Service Cloud (C4C) and NICE CXone transformation. The ideal candidate will ensure alignment to enterprise standards and utility-sector regulatory requirements, define the end-to-end integration architecture, and provide technical leadership across multiple delivery teams and vendors.

Responsibilities:

Own and maintain the Solution Architecture across the SAP Service Cloud (C4C) and NICE CXone transformation

Define and govern the end-to-end integration architecture across legacy CIS, SAP C4C, NICE CXone, EDL, and other critical systems

Establish and chair Architecture Review Boards (ARBs) to evaluate and approve design decisions

Produce and maintain key architectural artefacts including Solution Architecture Documents, integration blueprints, and data flow diagrams

Serve as the client-side technical counterpart to SAP, NICE, and all consulting vendors, critically evaluating proposed solutions

Identify, escalate, and manage technical risks across integrations, data flows, and system interfaces

Lead the design of SAP Service Cloud (C4C) configuration, extensibility, and integration patterns

Define the NICE CXone architecture across omnichannel, IVR/IVA, ACD routing, and workforce management

Act as the primary technical escalation point for senior stakeholders and translate complex architectural concepts into clear, business-aligned language

Requirements:

Deep hands-on experience with SAP Service Cloud (C4C) including service ticketing, case management, and integration with SAP ERP/S4HANA or legacy CIS systems

Deep hands-on experience with NICE CXone CCaaS including omnichannel routing, IVR/IVA design, and integration with CRM platforms

Experience with legacy CIS integration, designing stable integrations between modern cloud platforms and legacy systems

Expertise in Enterprise Integration Architecture, including event-driven design, API gateway patterns, and middleware (e.g., MuleSoft, SAP BTP)

Proven experience as a client-side Solution Architect on large-scale, multi-vendor ERP/CRM/CCaaS transformation programmes

Experience establishing and running Architecture Review Boards and Design Authority functions

Energy & Utilities sector experience is strongly preferred

Strong communication skills with the ability to bridge technical and business audiences

Desired skills:

SAP Certified Application Associate - Service Cloud or CX portfolio

TOGAF, SABSA, or equivalent enterprise architecture certification

Experience with NICE CXone Agent Assist, Virtual Agent (IVA), or WFM Advanced modules

Exposure to Salesforce Service Cloud or other CRM platforms

Experience with Agile / SAFe delivery at programme scale

Knowledge of cybersecurity frameworks (ISO 27001, NIST) as applied to cloud CX platforms

Pay range: upto $88.35 per hour

Only candidates available and ready to work directly as Aptask Global Workforce (AGW) employees will be considered for this position.

If you have the described qualifications and are interested in this exciting opportunity, apply today!

Aptask Global Workforce (AGW)

ApTask Global Workforce (AGW) is a certified Minority and Veteran workforce solutions company. AGW delivers operational, clinical, lab and professional talent with a strong focus on healthcare and life sciences. The company supports clients with reliable staffing, program expertise and a commitment to quality, speed and consistent delivery.

Benefits of working with ApTask Global Workforce include:

Medical

Dental

Vision

Sick Pay (for applicable states/municipalities)

Our team stays close to the process and is here to guide you every step of the way. To learn more, please visit our website

ApTask Global Workforce is an Equal Opportunity Employer. Candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability or status as a protected veteran.