Back to jobs

Lead Software Architect, AI & Platform Innovation

USA - Sandy, UT

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.

 

Apply for this job

*

indicates a required field

Phone
Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf


Select...
Select...
Select...
Select...
Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in NICE’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.