CCaaS Implementation Architect - REMOTE

ACLIVITI Consulting Group LLC•Chicago, IL

39d•Remote

About The Position

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 LMA (Lead – Manage – Accountability) 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) Build & Maintain Relevant Technology Expertise Own and be responsible for end-to-end design of enterprise CCaaS technical architecture including: 1. Security & Compliance: Applies working knowledge of platform security standards, data privacy regulations, and secure architecture patterns to ensure regulatory alignment. 2. AI & NLP: Leverages foundational understanding of artificial intelligence and natural language processing to enhance customer self-service, agent assist tools, and operational efficiency. 3. Advanced Workforce Engagement tools (including QM, WFM, coaching, and analytics) 4. 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 Lead Complex Implementation Deliverables 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 Lead Complex Technical Consultation 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 Manage Deployment Documentation Standards 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 Our ideal candidate will: Bring 7-10 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: 1. Omni-channel Routing 2. Customer Analytics 3. Workforce Engagement 4. Applicable Marketplace Bolt-on Capabilities 5. ACD/IVR design 6. API approach and external data integrations 7. Bot builders and NLP solutions (omilia , google dialogflow, etc) You will love our culture if you are: An ambitious intrapreneur who loves building new things. Someone that loves technology, process as well as numbers – and all the space in between – to figure out the right balance of features, functionality, and affordability for each client Comfortable communicating through a variety of mediums with many different audiences and objectives Great at anticipating and solving problems – individually, internally, and for our clients An organized self-starter who is always eager to learn something new Comfortable adapting to new situations and solving new problems with the pace and occasional ambiguity that occurs in high-growth businesses A positive force who enjoys working closely with new people and exploring new ideas Driven by seeing your work have a direct impact

Requirements

Bring 7-10 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: 1. Omni-channel Routing 2. Customer Analytics 3. Workforce Engagement 4. Applicable Marketplace Bolt-on Capabilities 5. ACD/IVR design 6. API approach and external data integrations 7. Bot builders and NLP solutions (omilia , google dialogflow, etc)

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: 1. Security & Compliance: Applies working knowledge of platform security standards, data privacy regulations, and secure architecture patterns to ensure regulatory alignment. 2. AI & NLP: Leverages foundational understanding of artificial intelligence and natural language processing to enhance customer self-service, agent assist tools, and operational efficiency. 3. Advanced Workforce Engagement tools (including QM, WFM, coaching, and analytics) 4. 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