Key Facts

Remote From:

Illinois (USA)

Full time

Expert & Leadership (>10 years)

English

Hard Skills

Other Skills

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Quality Assurance
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Problem Solving
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Accountability
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Communication
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Leadership
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Adaptability
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Teamwork
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Organizational Skills
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Mentorship
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Social Skills
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Problem Solving

Roles & Responsibilities

10+ years of experience delivering large-scale enterprise programs and leading consulting engagements.
Senior SME with NiCE platform capabilities and enterprise architecture design across omni-channel routing, AI Virtual Agent development (NLP/LLM frameworks, Cognigy preferred), WEM, and ACD/IVR design.
Proven ability to develop multi-year enterprise architecture roadmaps and modernization strategies aligned to business outcomes, including governance frameworks and reusable assets.
Extensive experience in technical qualification and pre-sales (RFP/RFI leadership, solutioning, risk assessments, SOW validation) and building a culture of architectural excellence, accountability, and continuous improvement.

Requirements:

Lead overall solution qualification, design, and delivery of technical Contact Center capabilities; hands-on, technically rigorous consulting and advising internal leadership and client stakeholders.
Establish and enforce delivery consistency and technical workstream plan integrity across active programs; act as escalation point for technical risks, design decisions, conflicts, and high-impact technical issues; inspire executive confidence.
Lead Technical Qualification steps to close as the Pre-Sales Subject Matter Expert; serve as the primary technical authority for pre-sales qualification to ensure deals are deliverable and profitable; engage client stakeholders to outline KPIs and desired outcomes.
Own business requirements documentation and standards; support the development of high-complexity project plans with dependencies, proactively managing risk, testing and validation; ensure delivery aligns to requirements and change management processes.

Job description

Principal 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

As a Principal Architect, you will be responsible for overall solution qualification, design, and delivery of technical Contact Center capabilities. This is a hands-on, highly technical role for resources skilled in both business and technical consulting experience. You will influence enterprise-wide strategy, oversee architectural governance, lead innovation, and act as a trusted advisor to both internal leadership and client-side senior stakeholders.

LMA (Lead – Manage – Accountability)

Establish and enforce delivery consistency and technical workstream plan integrity across active programs
Act as the escalation point for technical risks/issues, design, conflicts, and high-impact technical decisions required
Inspire confidence at the executive level by demonstrating subject matter expertise, business outcomes, clarity, and leadership through complex programs
Champion a culture of innovation, technical excellence, and proactive risk mitigation across all workstreams
Act as a mentor to the engineering function, providing coaching and supporting development paths

Lead Technical Qualification Steps to Close – PreSales Subject Matter Expert

Serve as the primary, accountable technical authority in support of pre-sales qualification to close cycles
Collaborate with colleagues to validate resources required for solution deliverables and technical qualification to ensure deals are deliverable and profitable
Direct engagement with client stakeholders outlining business KPIs and desired business outcomes in support of technical scoping
Serve as an authoritative voice to vendors to ensure platform architecture meets expectations and all technical assumptions are accurate
Lead AI capability qualification by translating client goals into measurable outcomes

Lead Business Requirements Documentation

Own business requirements documentation and standards through to final stakeholder alignment and signoff
Support the development of high-complexity project plan with multiple dependencies, proactively managing risk and ensuring solution quality through structured testing and validation
Ensure the delivery functions aligns to documented requirements and change management processes, testing strategies, and configurations
Design, build, and maintain reusable code libraries

Resolve Complex Implementation Deliverables - Escalation Point

Oversee engineers assigned to implementation workstreams and serve as an escalation point for technical resolution
Assume the role of subject matter expert in understanding scope change requests as they impact technology decisions
Own and build quality assurance strategies, follow-up, and defect resolution per the documented design

Qualifications

10+ years of experience with large-scale delivery
10+ years of experience leading consulting programs for large enterprise engagements
Exhibit strong interpersonal skills with the ability to effectively navigate team and client dynamics, fostering a collaborative working environment
Have senior SME level experience with NiCE platform capabilities
Mastery in designing enterprise architectures across:
- Omni-channel routing and interaction flows
- AI Virtual Agent development, NLP and LLM frameworks (Cognigy preferred)
- Workforce Engagement Management (WEM)
- Advanced analytics & reporting ecosystems
- ACD/IVR design

Proven ability to develop multi-year enterprise architecture roadmaps and modernization strategies aligned to business outcomes.
Experience defining architecture governance frameworks, design standards, and reusable assets for technical delivery teams
Significant experience in technical qualification & pre-sales, including RFP/RFI leadership, solutioning, risk assessments, and SOW validation
Ability to build a culture of architectural excellence, accountability, innovation, and continuous improvement