Offering Architect

Role Overview

The CX Offering Architect defines, documents, and evolves standard customer experience (CX) and contact center architectures for NWN. The role translates CX strategy into repeatable, sellable, and deliverable services across cloud and hybrid platforms, AI-powered CX capabilities, digital engagement, analytics, and workforce optimization.

Responsibilities

• Define and maintain CX Offering Architectures and Architecture Roadmaps aligned to CX strategy, partner platforms, and customer use cases.
• Own reference architectures across:
  • CCaaS (cloud & hybrid)
  • Conversational AI / IVA
  • Digital channels (voice, chat, messaging, social)
  • Analytics (sentiment, quality management)
  • Workforce Engagement & Optimization (WFO)
• Partner alignment and innovation:
  • Evaluate emerging CX/AI technologies (e.g., GenAI, agent assist, speech analytics) and advise how to integrate them into NWN offerings.
  • Work with strategic partners (CCaaS, AI, analytics vendors) to ensure architectures are deployable, supportable, and differentiated.
• Ensure architectures meet NWN standards for:
  • Security & compliance (e.g., PCI, HIPAA, SOC)
  • Service delivery and operational readiness
  • Lifecycle management and supportability
• Work cross-functionally with product management, architecture, presales, delivery, and partners to ensure outcome-based services.
• Support commercial viability by performing pipeline, revenue, and cost analysis of technology services.
• Enablement & GTM support:
  • Build/maintain a CX architecture knowledge library (reference architectures, diagrams, design standards, enablement materials).
  • Support sales, presales, and engineering enablement; participate in customer/internal business reviews.
• Operational excellence:
  • Identify opportunities to improve delivery efficiency, standardize architectures, and introduce new CX capabilities.
  • Participate in idea management to capture and vet CX innovation ideas with partners.