Deployment Architect

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Instill confidence in intricate delivery programs by consistently showcasing expertise in CCaaS implementation and enterprise architecture.

• Promote a culture of accountability, technical excellence, and continuous improvement across all workstreams.

• Effectively prioritize tasks across projects based on capabilities, complexities, and client requirements.

• Collaborate with leadership on ongoing process enhancements related to internal quarterly projects, methodologies, and documentation.

• Stay updated with evolving capabilities from key vendors and share pertinent updates with the team.

• Assist in identifying new opportunities with product features or solutions that we should explore, deploy, or educate clients about regarding capabilities and functionalities (use cases).

• Take ownership of the complete design of enterprise CCaaS technical architecture, including:

• - Security & Compliance: Utilize knowledge of platform security standards, data privacy regulations, and secure architecture patterns to ensure regulatory compliance.

• - AI & NLP: Apply foundational knowledge of artificial intelligence and natural language processing to improve customer self-service, agent assistance tools, and operational efficiency.

• - Advanced Workforce Engagement tools (including QM, WFM, coaching, and analytics).

• - AI and security bolt-ons.

• Provide platform implementation consultation on various CCaaS capabilities as part of comprehensive, long-term transformation programs.

• Design, develop, and maintain reusable code libraries.

• Conduct and manage interviews with IT and business stakeholders to establish final business requirement milestones.

• Oversee technical resourcing efforts (internal and third-party) throughout all phases of deployment programs.

• Assist with PMO-driven status reporting and executive readouts as necessary.

• Lead the development of technical strategies, system solutions, and architectural roadmaps.

• Act as the Subject Matter Expert (SME) in understanding the operational impacts of technology decisions, educating both technical and non-technical stakeholders on business implications.

• Manage testing strategies, execution, and defect resolution according to the documented design.

• Ensure accountability for vendor-specific Business Requirements Documentation (BRD) versioning until client sign-off.

• Facilitate the execution of Statements of Work and Pricing Models where Deployment Services scope is necessary.

⛳️ Requirements

• Possess 7-10 years of experience in CCaaS software design, documentation, and implementation for enterprise-level clients.

• Hold a Bachelor's degree or higher (preferably in computer science or computer engineering).

• Have experience in conducting code reviews and establishing best practice standards for coding and documentation.

• Demonstrate strong interpersonal skills with the ability to effectively navigate team and client dynamics, fostering a collaborative work environment.

• Have proficiency in coding languages such as JavaScript, Python, Java, and C++.

• Possess expert knowledge of NICE CXOne and/or Genesys Pure Cloud as primary platforms; experience with other CCaaS platforms is advantageous.

• Have experience in building and managing portfolios of reusable scripting and development templates that adhere to current industry best practices.

• Exhibit SME-level expertise with REST and SOAP API integrations, including the ability to design and implement complex integrations.

• Maintain a robust background in contact center platforms and technology, articulating their technical differences and business value to diverse audiences.

• Be experienced and competent with Microsoft tools (Word, PowerPoint, Excel, SharePoint, Teams, etc.).

• Hold SME-level competency with vision flows (Visio, Lucid, etc.).

• Possess a basic understanding of the interaction between CCaaS and UCaaS platforms, facilitating collaboration enhancements or unified user experiences.

• Have experience in the end-to-end design of enterprise CCaaS technical architecture, including:

• - Omni-channel Routing.

• - Customer Analytics.

• - Workforce Engagement.

• - Relevant 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 healthcare, vision, and dental insurance.

• HSA & FSA plans available.

• Disability & Voluntary Benefits available.

• 401(k) plan with a 4% employer match.

• Generous variable compensation opportunities.

• Work-from-home monthly incentive.

• Inclusive remote working environments.