Johannesburg: Senior Contact Center Solutions Architect (NICE CXone) posted by Sabenza IT & Recruitment

March 25, 2026 Jobs in Central Johannesburg

Sabenza IT & Recruitment

Gauteng

Other IT/Computer

Job Description

We are seeking a highly skilled Senior Contact Center Solutions Architect with deep expertise in cloud-based contact center technologies, particularly NICE CXone. This role is ideal for a professional who thrives in designing, implementing, and transforming complex customer engagement environments.

You will play a pivotal role in contact center migrations, solution design, and multi-channel integrations, enabling seamless customer experiences across voice and digital platforms.

Key Responsibilities

Design and implement end-to-end Contact Center solutions leveraging NICE CXone and other CCaaS platforms
Lead contact center migration initiatives, ensuring minimal disruption and optimal performance
Conduct requirements gathering, analysis, and solution design for complex environments
Develop technology roadmaps and strategic plans for contact center transformation
Architect and configure ACD, IVR, and routing strategies for scalable deployments
Integrate CTI systems with CRM platforms and third-party applications
Enable multi-channel capabilities (Voice, Email, Chat, Web, Fax)
Collaborate with stakeholders to define solution alternatives and technology selection
Oversee implementation, testing, and deployment phases
Provide L1, L2, and L3 troubleshooting support for call flows and integrations

Requirements

Cloud Contact Center Platforms (CCaaS) NICE CXone preferred

AI & Automation Chatbots and Voice Bots

ACD & IVR Systems

Workforce Management (WFM)

CTI Servers & CRM Integrations

Recording & Quality Management Solutions

Wallboards & Reporting Tools

ASR (Automatic Speech Recognition) & TTS (Text-to-Speech)

Outbound Dialers, Callback & Post-Call Surveys

Additional Technical Knowledge

Hosting, Networking, Telephony, Storage, and SSO configurations
IVR lifecycle: Design, Development, Testing, Deployment & Support
Database technologies: MySQL, PostgreSQL, Oracle, Cache
Contact center routing methodologies and architecture design
Multi-channel integration across Voice, Email, Chat, and Web
Exposure to VoiceXML and Grammar XML (advantageous)
Understanding of CRM CTI server positioning and architecture

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How to Apply

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About Other IT/Computer Jobs in Gauteng

The IT and computer industry is one of the most dynamic and growing sectors in Gauteng, with a thriving job market that offers a wide range of opportunities for career advancement.

In terms of salary ranges, IT professionals in Gauteng can expect to earn anywhere from R800 000 per annum for junior positions to over R2 million for senior executives. The average salary for software engineers is around R1.5 million, while data analysts can earn between R900 000 and R1.2 million. With experience and skills, IT professionals in Gauteng can expect significant salary increases, with some roles offering bonuses and benefits that can increase their overall remuneration.

To succeed in the IT industry in Gauteng, candidates need to possess a range of key skills, including programming languages such as Java, Python, and C++, as well as experience with databases, cloud computing, and cybersecurity. Strong problem-solving skills, attention to detail, and excellent communication skills are also essential for success in this field. Additionally, knowledge of ITIL (Information Technology Infrastructure Library) and Agile methodologies can be highly valued by employers.

Several major companies and industries in Gauteng are currently hiring IT professionals, including technology firms such as Microsoft, IBM, and Oracle, as well as banks and financial institutions like Standard Bank and Nedbank. The finance industry is also a significant employer of IT staff, with roles ranging from software development to data analytics and cybersecurity.

Career growth opportunities are abundant in the IT industry in Gauteng, with many companies investing heavily in employee training and development programs. With experience and skills, IT professionals can move into senior leadership positions or start their own businesses, while also pursuing further education and certifications. The Johannesburg Stock Exchange (JSE) is also a significant employer of IT staff, with roles ranging from software development to data analytics and cybersecurity.

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Overall, the IT industry in Gauteng offers a wide range of exciting career opportunities for job seekers with the right skills and experience. With salaries that are competitive with those offered by major companies globally, there has never been a better time to pursue a career in this dynamic and rapidly evolving field.

This information provides general career guidance. Actual salaries and requirements vary by employer.

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