SOLUTIONS ARCHITECT
This is a fully remote position.
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
The Solutions Architect will provide the following:
LMA (Lead – Manage – Accountability)
- Lead as a brand ambassador for ACG’s sales offerings
- Maintain a consistently high degree of accuracy and attention to detail in all tasks
- Lead multiple, simultaneous opportunities leveraging your knowledge CX consulting and CCaaS technology to drive client success
- Own pre-sales solution strategy and hold yourself and others accountable to aligned deliverables
- Work with leadership to engage in continuous process improvement
- Contribute to internal development through participation in business development, recruiting, training, and marketing
- Act in a mentoring capacity to support the career development ACLIVITI colleagues
Consultative Discovery and Needs Assessment
- Conduct detailed operational and technical discovery sessions with stakeholders across various business units
- Lead discussions to define and validate measurable KPI’s that will demonstrate the direct impact of the proposed solution
- Collaborate with cross-functional teams to align findings with resource allocation and timelines
- Develop and present journey maps that identify CX challenges and future state goals that align with client objectives
- Partner with vendors to align on capabilities and support RFP requirements
- Work collaboratively with the opportunity owner to integrate findings early in the sales cycle while supporting deal strategy and accelerate decision-making
Drive urgency within the discovery process while balancing active listening
High Level Solution Design and CX Strategy
Develop solution designs and journey maps that align with the client’s desired future-state outcomes
- Prepare detailed operational summaries that communicate proposed solutions and business value
- Act as a liaison between Sales and Delivery teams to ensure seamless transition of engagements
- Build and maintain strong relationships with stakeholders to ensure clarity on deliverables
- Provide technical expertise and support during the sales process, engaging in new account pursuits and helping grow existing accounts
- Translate complex technical concepts making it easy for non-technical stakeholders to understand the value of each proposed solution
Executive Value Positioning and Objection Handling
- Effectively communicate the value and differentiation of ACLIVITI’s services to address client-specific needs
- Position yourself as the go-to resource for strategic CX planning and establish credibility by demonstrating intellectual curiosity
- Ensure complete alignment on goals, timelines, and deliverables for both pre-sales and delivery phases
- Facilitate workshops and executive presentations to drive alignment and urgency
- Skillfully handle objections by addressing concerns and providing ROI driven solutions
- Anticipate future requirements and embed flexibility into roadmaps to accommodate evolving client needs
- Support sales efforts as a “soft closer” by reinforcing final decision-making concerns with executive stakeholders
- Ensure all touchpoints are documented and followed-up on with focus on urgency with next steps
Pre-Sales Qualification and Scope Writing
- Draft proposals, SOW’s and other sales documentation with clearly defines objectives, scope, timelines, deliverables, and KPI’s
- Create financial models and cost-benefit analyses to demonstrate the ROI of proposed solutions
- Develop detailed and accurate responses to RFP’s
- Engage with stakeholders to review and refine scope while addressing concerns
- Present business cases that highlight long-term value
- Translate discovery findings into journey maps and identify risks in the scope
- Facilitate hand-offs to delivery teams and ensure alignment on capacities
- Develop and refine templates, formats, and scoping methodologies to enhance efficiency
Our Ideal Candidate will have the following preferred skills and qualifications:
- 5-10 years of experience in customer experience (CX) or related fields at the large enterprise level
- Bachelor’s degree in an IT-related field is preferred
- In depth knowledge of contact center and customer experience technologies, including CCaaS platforms and integrations
- Familiarity with technical documentation tools and software (Visio, Lucidchart, etc)
- Proven experience in pre-sales or solution architecture roles
- Experience developing and presenting technical content to large enterprise clients
- Experience creating implementation timelines
- Experience in managing projects and coordinating with cross-functional teams
- Ability to understand and address customer needs and pain points
- Ability to think creatively and propose innovative solutions
- Excellent verbal and written communication skills to effectively convey technical information to non-technical stakeholders
- Strong analytical and problem-solving skills to design effective solutions
- Relevant certifications in CCaaS or related technologies are a plus
You will love our culture if you are:
- An ambitious intrapreneur who loves building new things.
- Someone that loves technology, process as well as numbers – and all the space in between – to figure out the right balance of features, functionality, and affordability for each client
- 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
- HSA & FSA plans available
- Disability & Voluntary Benefits available
- 401(k) plan with a 4% employer match
- Generous variable comp opportunity
- Work-from-home monthly incentive
- Inclusive remote working environments
- Team Lunch-n-learns, monthly events & happy hours
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