Architect, AI & CX Transformation
Location: Remote USA
Full-Time
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
Remote-first and cross-functional, with deep expertise across industries
Our Clients Are:
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
How We Solve:
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
Transformation Capabilities
Execution: We lead execution across people, platforms, and processes.
Technical Platform & Capabilities
Operational Management
Data & Analytics
Managed Solutions & Support: We stay engaged post-launch to ensure long-term success.
Operational & Technical Oversight
Outcome & Expense Management
Artificial Intelligence & Data Segmentation
Role Overview
We are seeking an Implementation Architect to lead the design of complex customer experience, CCaaS, and AI solutions.
This role is responsible for translating business and technical requirements into scalable, well-defined solution architectures and detailed technical designs that can be handed off to our Engineering team for implementation.
The Architect works closely with clients, Project Managers, Engineers, vendors, and internal technical teams throughout the engagement. You will support discovery, define requirements, make technology and architecture decisions, document the solution, and ensure the final design aligns with the client's business objectives.
Our Architect Will
Client Discovery & Requirements
Lead technical discovery sessions with business, IT, operations, and technical stakeholders
Understand current-state environments, business processes, pain points, and desired outcomes
Translate business requirements into functional and technical requirements
Identify gaps, dependencies, constraints, and technical risks
Challenge requirements when necessary and recommend alternative approaches
Facilitate design discussions and align stakeholders around the recommended solution
Document requirements and obtain appropriate client approval before technical build begins
Architecture & Technical Design
Support the end-to-end technical design of enterprise CX, CCaaS, conversational AI, and automation solutions
Translate business objectives and functional requirements into scalable technical solutions
Define architecture, technology components, integrations, data flows, and system dependencies
Determine how CCaaS, AI, CRM, enterprise applications, APIs, and supporting technologies work together
Design solutions across voice and digital channels, including ACD, IVR, routing, AI agents, automation, and integrations
Define technical requirements, assumptions, dependencies, and non-functional requirements
Evaluate build vs. configure approaches and recommend the appropriate solution
Ensure designs are practical, scalable, secure, maintainable, and aligned with client requirements
AI & Conversational Architecture
Design AI-enabled customer experience solutions including conversational AI, virtual agents, AI agents, and automation
Define how AI capabilities should interact with business processes, enterprise systems, and customer channels
Develop technical approaches for LLM, RAG, knowledge retrieval, AI agent, and API-enabled solutions
Define requirements for prompts, business logic, integrations, knowledge sources, guardrails, and escalation paths
Evaluate AI platform capabilities and determine the appropriate technical approach for each use case
Identify AI-specific technical considerations including data requirements, security, privacy, performance, and scalability
Stay current with emerging AI technologies and advise clients and internal teams on relevant capabilities
Technical Leadership & Delivery Support
Serve as the technical SME throughout the engagement
Partner with the Project Manager to identify technical risks, dependencies, scope impacts, and delivery considerations
Provide technical guidance and oversight to Engineers assigned to implementation workstreams
Act as an escalation point for complex technical decisions and design issues
Review proposed changes to determine their impact on the overall solution architecture
Support testing strategy and validation against the documented design
Participate in UAT, go-live readiness, and post-implementation reviews as the technical design authority
Identify opportunities for future phases, enhancements, and technology roadmaps
Our Ideal Candidate Will Have
7+ years of experience in solution architecture, technical consulting, CCaaS, enterprise technology, or related fields
Strong experience designing enterprise technology and integration solutions
Expert-level experience with NICE CXone, Genesys Cloud, or comparable CCaaS platforms
Strong understanding of APIs, integrations, data flows, and enterprise systems
Experience designing AI, conversational AI, automation, or NLP solutions
Ability to translate complex business requirements into clear technical designs
Strong experience creating architecture diagrams, technical specifications, and requirements documentation
Excellent client-facing communication and stakeholder management skills
Ability to lead technical discussions with both executive and technical audiences
Preferred Qualifications
Experience with Cognigy, PolyAI, Parloa, CrestaAI, Dialogflow, or similar AI platforms
Experience with LLMs, RAG, AI agents, and conversational AI architectures
Experience with Salesforce, ServiceNow, or other enterprise CRM/ERP platforms
Experience with REST/SOAP APIs and enterprise integration patterns
Experience in a consulting or professional services environment
You Will Love Our Culture If You Are
An ambitious intrapreneur who loves building new things
Someone who loves technology, process, numbers, and the space in between — figuring out the right balance of features, functionality, business value, and affordability for each client
Curious about emerging technology and genuinely interested in how AI will change customer experience and the way businesses operate
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
Acliviti Benefits
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 compensation opportunity
Work-from-home monthly incentive
Inclusive remote working environment