CCaaS Implementation Architect
About The Position
In this role, you will lead the design and implementation of enterprise CCaaS solutions, ensuring seamless integration, operational efficiency, and technical excellence across client organizations. You will collaborate with stakeholders across business and technical teams to translate requirements into scalable architectures and reusable solutions. This position involves hands-on coding, system design, and advanced platform configuration, with a focus on AI, NLP, and workforce engagement tools. You will oversee complex deployment programs, mentor team members, and maintain documentation standards. The role offers a highly collaborative, remote-first environment with opportunities to drive innovation and impact for large-scale customer engagement initiatives.
Requirements
- 7â10 years of experience in CCaaS solution design, implementation, and enterprise architecture
- Bachelorâs degree or higher in Computer Science, Computer Engineering, or related field
- Proficiency in coding languages such as JavaScript, Python, Java, or C++
- Expert knowledge of NICE CXOne, Genesys Pure Cloud, or other CCaaS platforms
- Strong experience with REST and SOAP API integrations, including complex system integrations
- Hands-on experience with workforce engagement tools, bot builders, AI/NLP, and advanced contact center technologies
- Competency with Microsoft tools (Word, Excel, PowerPoint, SharePoint, Teams) and Visio or Lucid for process/flow documentation
- Exceptional interpersonal and communication skills, with ability to collaborate across distributed teams
- Experience creating reusable technical templates and enforcing best practices for coding and documentation
Responsibilities
- Design, implement, and maintain enterprise-level CCaaS architectures, including omni-channel routing, customer analytics, workforce engagement, and compliance solutions
- Perform stakeholder interviews to define business requirements and translate them into technical designs
- Lead complex deployments, supervising technical resources and ensuring adherence to best practices and project milestones
- Develop reusable code libraries, templates, and integration solutions for multiple CCaaS platforms
- Provide expert consultation on platform capabilities, AI/NLP tools, bots, IVR/ACD systems, and API integrations
- Deliver executive presentations, documentation, and roadmaps to both technical and non-technical audiences
- Champion a culture of ownership, continuous improvement, and technical excellence across all workstreams
Benefits
- 100% coverage of health, vision, and dental insurance
- HSA & FSA plans available
- Disability and voluntary benefits options
- 401(k) plan with a 4% employer match
- Competitive variable compensation opportunities
- Monthly work-from-home incentive
- Inclusive, remote-first work environment
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
11-50 employees
