Software Architect - REMOTE USA

Architect, AI & CX Transformation

Location: Remote USA

Full-Time

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

Role Overview

We are seeking an Implementation Architect to lead the design of complex customer experience, CCaaS, and AI solutions.

This role is responsible for translating business and technical requirements into scalable, well-defined solution architectures and detailed technical designs that can be handed off to our Engineering team for implementation.

The Architect works closely with clients, Project Managers, Engineers, vendors, and internal technical teams throughout the engagement. You will support discovery, define requirements, make technology and architecture decisions, document the solution, and ensure the final design aligns with the client's business objectives.

Our Architect Will

Client Discovery & Requirements

• Lead technical discovery sessions with business, IT, operations, and technical stakeholders

• Understand current-state environments, business processes, pain points, and desired outcomes

• Translate business requirements into functional and technical requirements

• Identify gaps, dependencies, constraints, and technical risks

• Challenge requirements when necessary and recommend alternative approaches

• Facilitate design discussions and align stakeholders around the recommended solution

• Document requirements and obtain appropriate client approval before technical build begins

Architecture & Technical Design

• Support the end-to-end technical design of enterprise CX, CCaaS, conversational AI, and automation solutions

• Translate business objectives and functional requirements into scalable technical solutions

• Define architecture, technology components, integrations, data flows, and system dependencies

• Determine how CCaaS, AI, CRM, enterprise applications, APIs, and supporting technologies work together

• Design solutions across voice and digital channels, including ACD, IVR, routing, AI agents, automation, and integrations

• Define technical requirements, assumptions, dependencies, and non-functional requirements

• Evaluate build vs. configure approaches and recommend the appropriate solution

• Ensure designs are practical, scalable, secure, maintainable, and aligned with client requirements

AI & Conversational Architecture

• Design AI-enabled customer experience solutions including conversational AI, virtual agents, AI agents, and automation

• Define how AI capabilities should interact with business processes, enterprise systems, and customer channels

• Develop technical approaches for LLM, RAG, knowledge retrieval, AI agent, and API-enabled solutions

• Define requirements for prompts, business logic, integrations, knowledge sources, guardrails, and escalation paths

• Evaluate AI platform capabilities and determine the appropriate technical approach for each use case

• Identify AI-specific technical considerations including data requirements, security, privacy, performance, and scalability

• Stay current with emerging AI technologies and advise clients and internal teams on relevant capabilities

Technical Leadership & Delivery Support

• Serve as the technical SME throughout the engagement

• Partner with the Project Manager to identify technical risks, dependencies, scope impacts, and delivery considerations

• Provide technical guidance and oversight to Engineers assigned to implementation workstreams

• Act as an escalation point for complex technical decisions and design issues

• Review proposed changes to determine their impact on the overall solution architecture

• Support testing strategy and validation against the documented design

• Participate in UAT, go-live readiness, and post-implementation reviews as the technical design authority

• Identify opportunities for future phases, enhancements, and technology roadmaps

Our Ideal Candidate Will Have

• 7+ years of experience in solution architecture, technical consulting, CCaaS, enterprise technology, or related fields

• Strong experience designing enterprise technology and integration solutions

• Expert-level experience with NICE CXone, Genesys Cloud, or comparable CCaaS platforms

• Strong understanding of APIs, integrations, data flows, and enterprise systems

• Experience designing AI, conversational AI, automation, or NLP solutions

• Ability to translate complex business requirements into clear technical designs

• Strong experience creating architecture diagrams, technical specifications, and requirements documentation

• Excellent client-facing communication and stakeholder management skills

• Ability to lead technical discussions with both executive and technical audiences

Preferred Qualifications

• Experience with Cognigy, PolyAI, Parloa, CrestaAI, Dialogflow, or similar AI platforms

• Experience with LLMs, RAG, AI agents, and conversational AI architectures

• Experience with Salesforce, ServiceNow, or other enterprise CRM/ERP platforms

• Experience with REST/SOAP APIs and enterprise integration patterns

• Experience in a consulting or professional services environment

You Will Love Our Culture If You Are

• An ambitious intrapreneur who loves building new things

• Someone who loves technology, process, numbers, and the space in between — figuring out the right balance of features, functionality, business value, and affordability for each client

• Curious about emerging technology and genuinely interested in how AI will change customer experience and the way businesses operate

• 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

Acliviti Benefits

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 compensation opportunity

• Work-from-home monthly incentive

• Inclusive remote working environment