AI Architect - REMOTE USA

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 AI 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 AI 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 AI 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

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

ACG has a competitive benefits package including:

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

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