AI Architect - REMOTE USA
About The Position
Acliviti is seeking an AI Architect to lead the design of complex customer experience, CCaaS, and AI solutions. The role translates business and technical requirements into scalable solution architectures and detailed technical designs for implementation by the Engineering team. The AI Architect works closely with clients, Project Managers, Engineers, vendors, and internal technical teams throughout engagements, supporting discovery, requirements definition, technology and architecture decisions, solution documentation, and alignment with client business objectives. The Architect leads technical discovery with business, IT, operations, and technical stakeholders; assesses current environments and desired outcomes; translates business needs into functional and technical requirements; and identifies risks, dependencies, constraints, and gaps. They guide end-to-end technical design across enterprise CX, CCaaS, conversational AI, and automation, including voice and digital channels, integrations, data flows, and system dependencies. They also design AI-enabled solutions involving LLMs, RAG, knowledge retrieval, AI agents, APIs, prompts, business logic, guardrails, and escalation paths. As the technical subject matter expert, the AI Architect partners with Project Managers and Engineers, provides implementation guidance, handles complex design decisions, reviews architectural impacts of changes, supports testing and validation, and participates in UAT, go-live readiness, and post-implementation reviews. The role also identifies opportunities for future phases, enhancements, and technology roadmaps. This is a full-time, remote USA position.
Requirements
- At least 7 years of experience in solution architecture, technical consulting, CCaaS, enterprise technology, or related fields.
- Strong experience designing enterprise technology and integration solutions.
- Expert-level experience with NICE CXone, Genesys Cloud, or comparable CCaaS platforms.
- Strong understanding of APIs, integrations, data flows, and enterprise systems.
- Experience designing AI, conversational AI, automation, or NLP solutions.
- Ability to translate complex business requirements into clear technical designs.
- Strong experience creating architecture diagrams, technical specifications, and requirements documentation.
- Excellent client-facing communication and stakeholder management skills.
- Ability to lead technical discussions with executive and technical audiences.
Nice To Haves
- Experience with Cognigy, PolyAI, Parloa, CrestaAI, Dialogflow, or similar AI platforms.
- Experience with LLMs, RAG, AI agents, and conversational AI architectures.
- Experience with Salesforce, ServiceNow, or other enterprise CRM/ERP platforms.
- Experience with REST/SOAP APIs and enterprise integration patterns.
- Experience in a consulting or professional services environment.
Responsibilities
- Lead technical discovery sessions with business, IT, operations, and technical stakeholders.
- Assess current-state environments, business processes, pain points, and desired outcomes.
- Translate business requirements into functional and technical requirements; identify gaps, dependencies, constraints, and technical risks.
- Challenge requirements when necessary, recommend alternatives, facilitate design discussions, and align stakeholders on solutions.
- Document requirements and obtain client approval before technical build begins.
- Support end-to-end technical design of enterprise CX, CCaaS, conversational AI, and automation solutions.
- Define architectures, technology components, integrations, data flows, system dependencies, technical assumptions, and non-functional requirements.
- Design solutions across voice and digital channels, including ACD, IVR, routing, AI agents, automation, and integrations.
- Evaluate build-versus-configure approaches and recommend practical, scalable, secure, and maintainable solutions.
- Design AI-enabled customer experience solutions, including conversational AI, virtual agents, AI agents, and automation.
- Define how AI capabilities interact with business processes, enterprise systems, and customer channels.
- Develop technical approaches for LLM, RAG, knowledge retrieval, AI agent, and API-enabled solutions.
- Define requirements for prompts, business logic, integrations, knowledge sources, guardrails, and escalation paths.
- Evaluate AI platform capabilities and identify AI-specific data, security, privacy, performance, and scalability considerations.
- Stay current with emerging AI technologies and advise clients and internal teams on relevant capabilities.
- Serve as the technical subject matter expert throughout engagements.
- Partner with Project Managers to identify technical risks, dependencies, scope impacts, and delivery considerations.
- Provide technical guidance and oversight to Engineers implementing solutions.
- Act as an escalation point for complex technical decisions and design issues.
- Review proposed changes for their impact on the overall solution architecture.
- Support testing strategy and validation against the documented design.
- Participate in UAT, go-live readiness, and post-implementation reviews as the technical design authority.
- Identify opportunities for future phases, enhancements, and technology roadmaps.
Benefits
- 100% coverage of employee health care, vision, and dental insurance.
- HSA and FSA plans available.
- Disability and voluntary benefits available.
- 401(k) plan with a 4% employer match.
- Generous variable compensation opportunity.
- Work-from-home monthly incentive.
- Inclusive remote working environment.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
