Software Architect - REMOTE USA

Architect, Deployment Services

Why We’re Different:

Acliviti doesn’t just advise clients - we co-create their vision, align internal teams, and help them stay ahead of what’s next. We are a vendor-neutral consultancy that helps enterprise organizations define strategy, lead execution, and provide ongoing support - all while aligning stakeholders and delivering outcomes that matter.

We Are:

• Experts in customer experience delivering operational and technical transformation
• Strategic partners who stay engaged before, during, and after implementation to ensure objectives are achieved
• Boardroom translators - connecting CX vision, technical platforms, and financial value
• Outcome-driven professionals who know 95% of spend is on human capital, not just tech
• Remote-first and cross-functional, with deep expertise across industries

Our Clients Are:

• Enterprise organizations modernizing their customer engagement ecosystem
• CX, IT, Operations, and Finance leaders seeking true stakeholder alignment
• Teams navigating complex transformation programs with high visibility and high stakes
• Businesses who need business cases, vendor guidance, and enterprise-class execution
• Companies looking to optimize revenue & cost models, reduce friction, and drive customer growth

How We Solve:

We lead clients through a continuous improvement cycle with three integrated service areas:

Strategy: We help clients define where they’re going - and how to get there.

• Customer Experience Design
• Performance Optimization
• Transformation Capabilities

Execution: We lead execution across people, platforms, and processes.

• Technical Platform & Capabilities
• Operational Management
• Data & Analytics

Managed Solutions & Support: We stay engaged post-launch to ensure long-term success.

• Operational & Technical Oversight
• Outcome & Expense Management
• Artificial Intelligence & Data Segmentation

Our Delivery team is seeking a dynamic and self-motivated Architect to join our team. The Ideal candidate will be instrumental in delivery workstreams, supporting the implementation of CCaaS capabilities and translating our client's business goals into industry leading designs. This role is perfect for a motivated individual who excels at translating our client's business goals into technical solutions and for someone who enjoys managing and developing a team of technical resources.

LMA (Lead – Manage – Accountability)

• Inspire confidence in complex delivery opportunities and projects by consistently demonstrating subject matter expertise in CCaaS implementation and enterprise architecture
• Champion a culture of ownership, technical excellence, and continuous improvement in all workstreams
• Prioritize assignments effectively across projects based on capability, complexity, and client needs
• Work with leadership to engage in continuous process improvement related to internal quarterly projects, methodologies, and documentation
• Maintain ongoing knowledge of evolving capabilities from key vendors and share relevant updates with the team

Support Technical Qualification Steps to Close – PreSales Subject Matter Expert (SME)

• Collaborate in a cross-functional solutions qualification team in support of bringing qualified opportunities to a Closed-Won state
• Ability to articulate how CCaaS platforms and supporting capabilities work and how they can be applied to solving business requirements
• Participate in client requirements discovery meetings with Senior Stakeholders across Business and IT teams, and down through Supervisors and Analysts
• Responsible for overall design of the technical solution architecture including:
  • Data integrity and reporting requirements
  • Contact routing strategies by channel
  • ACD/IVR/IVA design
  • Integrations/API approach
  • Further AI concepts
• Develop and deliver technical Solutions Overview documentation for detailed designs and customer requirements
• Document critical business and/or IT requirements and “compelling events” requiring the client to make a change
• Collaborate internally to develop detailed design solutions including the technology stack, bill of material configurations, architecture diagrams.
• Ability to communicate how the CCaaS platform works and how it can be applied to solving business needs
• Responsible for identifying the technical delivery skill sets and level of effort (LoE) required for an opportunity through all phases of a proposed delivery timeline
• Overall awareness and ability to provide insights on vendor capabilities and competitor service offerings

Lead Business Requirements Documentation

• Lead technical resource for Closed-Won CCaaS implementation projects, and further oversight of Engineer(s) assigned to tasks/workstreams
• Documentation of detailed business requirements documentation to be aligned and signed off by the client in advance of technical build(s)
• Identify and develop further technology roadmap outside of active scope(s) for future phase efforts
• Support PMO driven status reporting and executive readouts where appropriate

Resolve Complex Implementation Deliverables - Escalation Point

• Oversee Engineer(s) assigned to implementation workstreams and serve as an escalation point for technical Risk/Issue resolution
• Assume the role of Subject Matter Expert (SME) in understanding scope change requests as they impact technology decisions
• Own build Quality Assurance strategies, follow-up, and defect resolution per the documented design

Manage Deployment Documentation Standards

• Design, build, and maintain reusable code libraries
• Support the execution of Statements of Work and Pricing Models where Deployment Services scope is required

Our ideal candidate will:

• Bring 8-10 years of experience in CCaaS software design, documenting and implementing for enterprise-level clientele
• Have Bachelor's degree or higher (computer science or computer engineering preferred)
• Have experience conducting code reviews and establishing best practices standards for coding and documentation
• Exhibit strong interpersonal skills with the ability to effectively navigate team and client dynamics, fostering a collaborative working environment
• Have experience with coding languages such as JavaScript, Python, Java, C++
• Have expert experience with NICE CXOne and/or Genesys Pure Cloud as priorities; other CCaaS platforms and capabilities further benefit
• Have experience building and managing portfolios of re-usable scripting and development templates that include current industry standard best practices
• Have SME level experience with REST and SOAP API integrations, including the ability to design and implement complex integrations
• Possess a very strong background in contact center platforms and technology and the ability to articulate their technical differences and business value to a wide range of audiences
• Have experience and competency with Microsoft tools (Word, Powerpoint, Excel, Sharepoint, Teams, etc.)
• Have SME level competency with vision flows (Visio, Lucid, etc)
• Have a basic understanding of the interplay between CCaaS and UCaaS platforms, enabling collaboration enhancements or unified user experiences

• Have experience for end-to-end design of enterprise CCaaS technical architecture including:
  • Omni-channel Routing
  • Customer Analytics
  • Workforce Engagement
  • Applicable Marketplace Bolt-on Capabilities
  • ACD/IVR/IVA design
  • API approach and external data integrations
  • AI and NLP solutions (Omilia , Google Dialogflow, etc)

Acliviti has a competitive benefits package including:

• 100% coverage of employee health care, vision, and dental insurance
• HSA & FSA plans available
• Disability & Voluntary Benefits available
• 401(k) plan with a 4% employer match
• Generous variable comp opportunity
• Work-from-home monthly incentive
• Inclusive remote working environments