Lead Software Architect, AI & Platform Innovation

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…