CCaaS Implementation Architect - REMOTE

Overview

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.

Architect, Deployment

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.

• 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

• 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

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.
• Execution:
  We lead execution across people, platforms, and processes.
• Managed Solutions & Support:
  We stay engaged post-launch to ensure long-term success.

• Customer Experience Design
• Performance Optimization
• Transformation Capabilities

• Technical Platform & Capabilities
• Operational Management
• Data & Analytics

• Operational & Technical Oversight
• Outcome & Expense Management
• Artificial Intelligence & Data Segmentation

• Inspire confidence in complex delivery programs by consistently demonstrating subject matter expertise in CCaaS implementation and enterprise architecture
• Champion a culture of ownership, technical excellence, and continuous improvement in all work streams
• Prioritize assignments effectively across projects based on capability, complexity, and client needs
• Work with leadership to engage in continuous process improvement related to internal quarterly projects, methodologies, and documentation
• Maintain ongoing knowledge of evolving capabilities from key vendors and share relevant updates with the team
• Help identify new opportunities with new product features or new solutions that we should look to learn, deploy, or educate clients on capabilities and functionality (use cases)

• Own and be responsible for end-to-end design of enterprise CCaaS technical architecture including:
• Security & Compliance:
  Applies working knowledge of platform security standards, data privacy regulations, and secure architecture patterns to ensure regulatory alignment.
• AI & NLP:
  Leverages foundational understanding of artificial intelligence and natural language processing to enhance customer self-service, agent assist tools, and operational efficiency.
• Advanced Workforce Engagement tools (including QM, WFM, coaching, and analytics)
• AI and security bolt-ons
• Provide platform implementation consultation on multiple CCaaS platform capabilities as integrated solutions part of broader, long-term transformation programs
• Design, build, and maintain reusable code libraries

• Perform and manage IT and business stakeholder interviews for the purposes of establishing final business requirement milestone
• Support the supervision of technical resourcing efforts (internal and 3 rd party) for all phases of the deployment programs
• Support PMO…