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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.
Сипаттама
- 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
Талаптар
- 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
Артықшылықтар
- 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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