Software Architect

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

📋 Description

• Lead delivery workstreams that facilitate the implementation of CCaaS capabilities.

• Convert client business objectives into top-tier technical designs and solutions.

• Oversee and develop technical resources while managing engineers assigned to various tasks and workstreams.

• Exhibit subject matter expertise in CCaaS implementation and enterprise architecture.

• Prioritize tasks across projects according to capability, complexity, and client requirements.

• Assist in internal process enhancements, methodologies, documentation, and quarterly initiatives.

• Keep abreast of the evolving capabilities of key vendors and communicate updates to the team.

• Aid in technical qualification and presales activities for eligible opportunities.

• Engage in client requirements discovery sessions with senior Business and IT stakeholders, supervisors, and analysts.

• Craft technical solution architecture that encompasses data integrity and reporting, contact routing, ACD/IVR/IVA, integrations/APIs, and AI concepts.

• Create and present technical Solutions Overview documentation.

• Record business and IT requirements along with compelling events.

• Generate detailed design solutions, technology stacks, bills of materials, and architecture diagrams.

• Identify necessary technical delivery skill sets and evaluate the level of effort across proposed delivery timelines.

• Provide insights regarding vendor capabilities and competitor service offerings.

• Lead the documentation of business requirements for Closed-Won CCaaS implementation projects.

• Develop technology roadmaps for future phase initiatives.

• Support PMO status reporting and executive presentations.

• Supervise implementation workstreams and address technical risks and issues.

• Evaluate the impact of scope changes on technology decisions.

• Manage build quality-assurance strategies, follow-ups, and defect resolution.

• Design, construct, and maintain reusable code libraries.

• Assist with Statements of Work and Pricing Models for Deployment Services.

⛳️ Requirements

• 8-10 years of experience in CCaaS software design, documentation, and implementation for enterprise-level clients.

• A bachelor's degree or higher (preferably in computer science or computer engineering).

• Experience in conducting code reviews and establishing best practices for coding and documentation.

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

• Expert knowledge of NICE CXOne and/or Genesys Pure Cloud; familiarity with other CCaaS platforms and capabilities is advantageous.

• Experience in building and managing portfolios of reusable scripting and development templates using industry-standard best practices.

• Subject Matter Expert (SME) level experience with REST and SOAP API integrations, including the design and implementation of complex integrations.

• Strong background in contact center platforms and technology, with the ability to articulate technical distinctions and business value.

• Proficiency with Microsoft tools (Word, PowerPoint, Excel, SharePoint, Teams, etc.).

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

• Basic understanding of the relationship between CCaaS and UCaaS platforms.

• Experience in designing end-to-end enterprise CCaaS technical architecture, including omni-channel routing, customer analytics, workforce engagement, marketplace bolt-on capabilities, ACD/IVR/IVA design, API strategies, external data integrations, and AI/NLP solutions.

• Must have authorization to work in the United States; sponsorship inquiry included in the application.

🏝️ Benefits

• 100% coverage for employee health care, vision, and dental insurance.

• HSA & FSA plans available.

• Disability & Voluntary Benefits available.

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

• Attractive variable compensation opportunities.

• Monthly incentive for working from home.

• Supportive inclusive remote working environments.