Senior Implementation Engineer - REMOTE USA

Acliviti Consulting Group, LLC•Chicago, IL

14h•Remote

About The Position

Acliviti is a vendor-neutral consultancy that helps enterprise organizations define strategy, lead execution, and provide ongoing support. The Delivery team is seeking a dynamic, self-motivated Senior Engineer to support key Delivery workstreams in support of implementing CCaaS and UCaaS capabilities. We are looking for a motivated individual who loves helping clients translate business goals into technical solutions. As we grow our contact center professional services, our Senior Engineer will work with key stakeholders, vendors, and working team to ensure solution alignment throughout the phases of a transformational CCaaS Deployment Program in support of an exceptional experience for our clients.

Requirements

7-10+ years of experience in CCaaS software design, documenting and implementing 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
Intermediate 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.)
Intermediate 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

Responsibilities

Support complex delivery programs by consistently demonstrating 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 team members to support 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)
Lead and have accountability for end-to-end design of enterprise CCaaS technical architecture including: Security & Compliance, AI & NLP, Advanced Workforce Engagement tools, AI and security bolt-ons
Provide platform implementation consultation on multiple CCaaS platform capabilities as integrated solutions part of broader, long-term transformation program
Support the design, build, and maintain reusable code libraries
Perform and manage IT and business stakeholder interviews for the purposes of establishing final business requirement milestones
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 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
Lead 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