Software Architect

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

📋 Description

• Become a part of the Delivery team as an Architect, focusing on the implementation of CCaaS capabilities.

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

• Instill confidence in intricate delivery projects through expertise in CCaaS implementation and enterprise architecture.

• Advocate for ownership, technical excellence, and ongoing improvement across various workstreams.

• Determine project priorities based on capability, complexity, and client requirements.

• Stay updated on evolving capabilities from primary vendors and share insights with the team.

• Work collaboratively with cross-functional solutions qualification teams to secure Closed-Won opportunities.

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

• Create technical solution architectures that address data integrity and reporting, contact routing, ACD/IVR/IVA, integrations/APIs, and AI concepts.

• Produce technical Solutions Overview documentation tailored to detailed designs and client requirements.

• Record essential business and IT requirements along with significant events.

• Devise comprehensive design solutions that encompass technology stacks, bill of material configurations, and architecture diagrams.

• Identify necessary technical delivery skill sets and the level of effort needed throughout proposed delivery timelines.

• Offer insights into vendor capabilities and competitor service offerings.

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

• Supervise engineers assigned to various tasks and workstreams.

• Formulate technology roadmaps for future phases beyond the current scope.

• Assist in PMO status reporting and executive presentations.

• Act as the escalation point for technical risks and challenges.

• Evaluate scope change requests and their implications on technology decisions.

• Oversee build quality assurance strategies, follow-up procedures, and defect resolution.

• Design, develop, and maintain reusable code libraries.

• Provide support for Statements of Work and Pricing Models where Deployment Services scope is necessary.

⛳️ 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).

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

• Excellent interpersonal skills with the ability to effectively manage team and client interactions.

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

• Extensive experience with NICE CXOne and/or Genesys Pure Cloud.

• Experience in building and managing portfolios of reusable scripting and development templates.

• Subject Matter Expert (SME) level experience with REST and SOAP API integrations, capable of designing and implementing complex integrations.

• Strong foundation in contact center platforms and technologies.

• Proficient in Microsoft tools (Word, PowerPoint, Excel, SharePoint, Teams, etc.).

• SME level competency with vision flow tools (Visio, Lucid, etc.).

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

• Experience with comprehensive enterprise CCaaS technical architecture, covering omni-channel routing, customer analytics, workforce engagement, marketplace bolt-on capabilities, ACD/IVR/IVA design, API approaches, external data integrations, and AI/NLP solutions.

• Authorized to work in the United States; sponsorship requirements should be addressed in the application.

🏝️ Benefits

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

• HSA & FSA plans are available.

• Disability & Voluntary Benefits are offered.

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

• Generous variable compensation opportunities.

• Monthly incentive for remote work.

• Supportive and inclusive remote working environments.