ACLIVITI
ACLIVITI
11 – 50 Employees
B2BB2CConsulting
ACLIVITI is a customer experience consulting firm that helps organizations turn customer-focused strategies into measurable operational improvements. Its work spans customer journey design, technology transformation, omnichannel platforms, data and analytics, cloud operations, and AI program management. The firm offers vendor-neutral guidance and execution support, connecting business and technical teams while providing ongoing managed services. ACLIVITI works with enterprise organizations in healthcare, financial services, retail, hospitality, logistics, and insurance.

Senior CCaaS Software Architect — Remote in Illinois

Design enterprise contact-center architectures for Acliviti Consulting Group’s transformation clients. Lead technical discovery, implementation oversight, integrations, and reusable deployment standards.

Description

  • Join the Delivery team as an Architect supporting CCaaS implementations
  • Translate client objectives into effective technical designs and solutions
  • Build confidence in complex delivery opportunities through CCaaS implementation and enterprise architecture expertise
  • Promote ownership, technical excellence, and continuous improvement across workstreams
  • Prioritize project assignments according to capability, complexity, and client requirements
  • Track evolving capabilities from key vendors and communicate relevant updates to the team
  • Partner with cross-functional solutions qualification teams to advance opportunities to Closed-Won
  • Lead requirements discovery sessions with senior Business and IT stakeholders, supervisors, and analysts
  • Create solution architectures for data integrity and reporting, contact routing, ACD/IVR/IVA, integrations and APIs, and AI concepts
  • Prepare Solutions Overview documentation for detailed designs and customer requirements
  • Capture critical business and IT requirements along with compelling events
  • Produce detailed designs covering technology stacks, bill-of-material configurations, and architecture diagrams
  • Define the technical delivery skills and effort needed across proposed delivery timelines
  • Provide perspective on vendor capabilities and competing service offerings
  • Lead business requirements documentation for Closed-Won CCaaS implementations
  • Direct engineers responsible for assigned tasks and workstreams
  • Create technology roadmaps for future phases beyond the active scope
  • Contribute to PMO status reports and executive readouts
  • Act as the escalation point for technical risks and issues
  • Evaluate scope-change requests and their effect on technology decisions
  • Own build-quality assurance plans, follow-up activities, and defect resolution
  • Design, build, and maintain reusable code libraries
  • Support Statements of Work and Pricing Models when Deployment Services scope is required

Requirements

  • 8–10 years of experience designing, documenting, and implementing CCaaS software for enterprise clients
  • Bachelor’s degree or higher, preferably in computer science or computer engineering
  • Background conducting code reviews and defining coding and documentation standards
  • Strong interpersonal skills for navigating team and client relationships effectively
  • Experience with JavaScript, Python, Java, or C++
  • Expertise with NICE CXone and/or Genesys Cloud
  • Experience creating and managing reusable scripting and development template libraries
  • Subject-matter expertise in REST and SOAP API integrations, including complex integration design and implementation
  • Strong knowledge of contact-center platforms and technologies
  • Proficiency with Microsoft tools such as Word, PowerPoint, Excel, SharePoint, and Teams
  • Subject-matter expertise with diagramming tools such as Visio or Lucid
  • Basic understanding of how CCaaS and UCaaS platforms interact
  • Experience architecting enterprise CCaaS solutions end to end, including omnichannel routing, customer analytics, workforce engagement, marketplace extensions, ACD/IVR/IVA design, API strategy, external data integrations, and AI/NLP solutions
  • Authorization to work in the United States; sponsorship requirements are addressed during the application process

Benefits

  • Employee health, vision, and dental insurance covered at 100%
  • HSA and FSA plans
  • Disability and voluntary benefit options
  • 401(k) plan with a 4% employer match
  • Generous variable compensation opportunity
  • Monthly work-from-home incentive
  • Inclusive remote work environment

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