Software Architect - REMOTE USA

Acliviti Consulting Group, LLC•Chicago, IL

19h•Remote

About The Position

Our Delivery team is seeking a dynamic and self-motivated Architect to join our team. The Ideal candidate will be instrumental in delivery workstreams, supporting the implementation of CCaaS capabilities and translating our client's business goals into industry leading designs. This role is perfect for a motivated individual who excels at translating our client's business goals into technical solutions and for someone who enjoys managing and developing a team of technical resources.

Requirements

8-10 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/IVA design, API approach and external data integrations, AI and NLP solutions (Omilia , Google Dialogflow, etc)

Responsibilities

Inspire confidence in complex delivery opportunities and projects 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
Collaborate in a cross-functional solutions qualification team in support of bringing qualified opportunities to a Closed-Won state
Ability to articulate how CCaaS platforms and supporting capabilities work and how they can be applied to solving business requirements
Participate in client requirements discovery meetings with Senior Stakeholders across Business and IT teams, and down through Supervisors and Analysts
Responsible for overall design of the technical solution architecture including: Data integrity and reporting requirements, Contact routing strategies by channel, ACD/IVR/IVA design, Integrations/API approach, Further AI concepts
Develop and deliver technical Solutions Overview documentation for detailed designs and customer requirements
Document critical business and/or IT requirements and “compelling events” requiring the client to make a change
Collaborate internally to develop detailed design solutions including the technology stack, bill of material configurations, architecture diagrams.
Ability to communicate how the CCaaS platform works and how it can be applied to solving business needs
Responsible for identifying the technical delivery skill sets and level of effort (LoE) required for an opportunity through all phases of a proposed delivery timeline
Overall awareness and ability to provide insights on vendor capabilities and competitor service offerings
Lead technical resource for Closed-Won CCaaS implementation projects, and further oversight of Engineer(s) assigned to tasks/workstreams
Documentation of detailed business requirements documentation to be aligned and signed off by the client in advance of technical build(s)
Identify and develop further technology roadmap outside of active scope(s) for future phase efforts
Support PMO driven status reporting and executive readouts where appropriate
Oversee Engineer(s) assigned to implementation workstreams and serve as an escalation point for technical Risk/Issue resolution
Assume the role of Subject Matter Expert (SME) in understanding scope change requests as they impact technology decisions
Own build Quality Assurance strategies, follow-up, and defect resolution per the documented design
Design, build, and maintain reusable code libraries
Support the execution of Statements of Work and Pricing Models where Deployment Services scope is required