Principal Architect - REMOTE
hace 11 días
Chicago
Job DescriptionPrincipal 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, • 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 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, • Technical Platform & Capabilities, • Operational Management, • 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 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