CCaaS Implementation Architect - REMOTE

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 3^rd 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