Deployment Architect

🔥 1 hour ago

🌽 Illinois – Remote

🌽 Illinois – Remote

⏰ Full Time

🟠 Senior

🔴 Lead

🏛️ Architect

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ACLIVITI

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2015

💼 Consulting

🤝 B2B

👥 B2C

Consulting • B2B • B2C

Acliviti is a customer experience (CX) strategy and delivery firm that combines CX strategy, journey design, technology transformation, and managed services to help organizations improve customer engagement and operational outcomes. They provide vendor-neutral guidance, bridge business and technical teams, and deliver execution support across omnichannel platforms, data & analytics, cloud operations, and AI program management. Acliviti serves enterprise clients across industries including healthcare, financial services, retail, hospitality, logistics, and insurance, focusing on measurable results, stakeholder alignment, and long-term operational management.

📋 Description

• 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) • Own and be responsible for end-to-end design of enterprise CCaaS technical architecture including: • - Security & Compliance: Applies working knowledge of platform security standards, data privacy regulations, and secure architecture patterns to ensure regulatory alignment. • - AI & NLP: Leverages foundational understanding of artificial intelligence and natural language processing to enhance customer self-service, agent assist tools, and operational efficiency. • - Advanced Workforce Engagement tools (including QM, WFM, coaching, and analytics) • - 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 • 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 • 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 • 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

🎯 Requirements

• 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: • - Omni-channel Routing • - Customer Analytics • - Workforce Engagement • - Applicable Marketplace Bolt-on Capabilities • - ACD/IVR design • - API approach and external data integrations • - Bot builders and NLP solutions (omilia , google dialogflow, etc)

🏖️ Benefits

• 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