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ACLIVITI · 1 day ago

CCaaS Implementation Architect - REMOTE

United States

Full-time

Remote

Senior Level

7+ years exp

ACLIVITI is a vendor-neutral consultancy focused on transforming customer experience for enterprise organizations. The CCaaS Implementation Architect will lead the design and implementation of technical architecture for CCaaS solutions, ensuring operational and technical excellence while collaborating with various stakeholders.

Information Technology

Growth Opportunities

Responsibilities

Inspire confidence in complex delivery programs 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

Help identify new opportunities with new product features or new solutions that we should look to learn, deploy, or educate clients on capabilities and functionality (use cases)

Own and be responsible for end-to-end design of enterprise CCaaS technical architecture including: Security & Compliance: Applies working knowledge of platform security standards, data privacy regulations, and secure architecture patterns to ensure regulatory alignment

AI & NLP: Leverages foundational understanding of artificial intelligence and natural language processing to enhance customer self-service, agent assist tools, and operational efficiency

Advanced Workforce Engagement tools (including QM, WFM, coaching, and analytics)

AI and security bolt-ons

Provide platform implementation consultation on multiple CCaaS platform capabilities as integrated solutions part of broader, long-term transformation programs

Design, build, and maintain reusable code libraries

Perform and manage IT and business stakeholder interviews for the purposes of establishing final business requirement milestone

Support the supervision of technical resourcing efforts (internal and 3rd party) for all phases of the deployment programs

Support PMO driven status reporting and executive readouts where appropriate

Own the development of technical strategies, systems solutions and architectural roadmaps

Assume the role of Subject Matter Expert (SME) in understanding operational impacts of technology decisions, and educate both technical and non-technical stakeholders around impacts to the business

Own testing strategies, execution and defect resolution per the documented design

Be accountable to vendor-specific Business Requirements Documentation (BRD) versioning through to client sign-off

Support the execution of Statements of Work and Pricing Models where Deployment Services scope is required

Qualification

CCaaS implementationTechnical architecture designAI & NLPRESTSOAP APIsNICE CXOneGenesysJavaScriptPythonJavaC++Microsoft toolsVision flowsContact center technologyInterpersonal skillsProblem-solvingOrganizational skills

Required

7-10 years of experience in CCaaS software design, documenting and implementing for enterprise-level clientele

Bachelor's degree or higher (computer science or computer engineering preferred)

Experience conducting code reviews and establishing best practices standards for coding and documentation

Strong interpersonal skills with the ability to effectively navigate team and client dynamics, fostering a collaborative working environment

Experience with coding languages such as JavaScript, Python, Java, C++

Expert experience with NICE CXOne and/or Genesys Pure Cloud as priorities; other CCaaS platforms and capabilities further benefit

Experience building and managing portfolios of re-usable scripting and development templates that include current industry standard best practices

SME level experience with REST and SOAP API integrations, including the ability to design and implement complex integrations

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

Experience and competency with Microsoft tools (Word, Powerpoint, Excel, Sharepoint, Teams, etc.)

SME level competency with vision flows (Visio, Lucid, etc.)

Basic understanding of the interplay between CCaaS and UCaaS platforms, enabling collaboration enhancements or unified user experiences

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 design, API approach and external data integrations, Bot builders and NLP solutions (omilia, google dialogflow, etc)