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CCaaS Implementation Architect - REMOTE

Roles & Responsibilities

  • 7-10 years of experience in CCaaS software design, documentation, and enterprise-level implementation
  • Bachelor’s degree or higher in computer science or computer engineering (preferred)
  • Expert experience with NICE CXOne and/or Genesys Pure Cloud; strong REST and SOAP API integration capabilities
  • Proficiency in programming languages such as JavaScript, Python, Java, or C++; ability to build reusable scripting templates

Requirements:

  • Own end-to-end design of enterprise CCaaS technical architecture, including security/compliance, AI/NLP enhancements, and Omni-channel routing, plus Workforce Engagement tools
  • Lead complex CCaaS implementation deliverables: interview IT and business stakeholders, supervise technical resourcing, and support PMO status reporting and executive readouts
  • Provide complex technical consultation: develop technical strategies and architectural roadmaps, act as SME, own testing strategies, and manage deployment documentation
  • Build and maintain reusable code libraries and manage API integrations (REST/SOAP) across CCaaS platforms and related capabilities

Job description

 
 

Architect, Deployment

Why We’re Different: 

 

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


ACG has a competitive benefits package including: 

  • 100% coverage of employee health care, vision, and dental insurance
  • HSA & FSA plans available
  • Disability & Voluntary Benefits available
  • 401(k) plan with a 4% employer match
  • Generous variable comp opportunity
  • Work-from-home monthly incentive
  • Inclusive remote working environments

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