CX Offering Architect

Role Overview

The CX Offering Architect is responsible for defining, documenting, and evolving standard architectures for NWN's Customer Experience and Contact Center offerings. This role ensures CX offerings align with customer business outcomes, NWN architectural standards, partner platform capabilities, scalability, security, and compliance requirements.

What You Will Do

The CX Offering Architect will define and maintain CX Offering Architectures and Architecture Roadmaps, evaluate emerging CX and AI technologies, and advise on how to integrate them into NWN offerings. They will also work closely with strategic CX partners to ensure architectures are deployable, supportable, and differentiated.

Why It Might Be a Fit

This role requires building strong relationships with cross-functional peers and other groups within the company and our partners, to ensure NWN is delivering customer outcome-based services that solve real business problems. The CX Offering Architect will participate in business meetings to ensure solutions meet targets for sales and customer expectations.

Requirements

• 5+ years in a technical architecture, solutions architecture, or offering architecture role within Contact Center / CX or CCaaS
• Strong domain expertise in Customer Experience technologies, including CCaaS platforms, AI / automation in CX, digital engagement channels, analytics and reporting, and WFO / Quality Management
• Experience designing cloud and hybrid architectures for CX solutions
• Strong understanding of APIs and system integration, data flows across CX platforms, security and compliance considerations in CX environments
• Familiarity with modern cloud platforms and DevOps concepts is a plus

Benefits

• Medical, dental, and vision plans
• Health Savings Account (HSA) and Flexible Spending Accounts (FSAs)
• Income protection through disability and life insurance
• 401(k) with company match
• Unlimited PTO
• Paid company holidays
• Hybrid/remote work
• Paid bonding leave for eligible employees
• Employee discounts
• Access to Employee Assistance Program (EAP)
• Accident, critical illness, long-term care, and hospital indemnity coverages
• Legal and identity theft protection
• Pet insurance
• Supplemental life insurances
• Referral bonuses
• Charitable donation matching
• Allowances for eligible roles