Offering Architect at NWN – Boston, Massachusetts

Offering Architect

US-MA-Boston

Job ID: 2026-7208
Type: Regular Full-Time
# of Openings: 1
Category: OFFERINGS
Remote - United States

Responsibilities

The CX Offering Architect is responsible for defining, documenting, and evolving standard architectures for NWN’s Customer Experience and Contact Center offerings, including cloud and hybrid CCaaS platforms, AI-powered CX capabilities, digital engagement, analytics, and workforce optimization solutions.

This role ensures CX offerings, solution components, and reference architectures align with:
• Customer business outcomes
• NWN architectural standards
• Partner platform capabilities
• Scalability, security, and compliance requirements

The CX Offering Architect works at the intersection of product management, architecture, presales, delivery,
and partners to translate CX strategy into repeatable, sellable, and deliverable services.

This role requires building strong relationships with their cross functional peers and other groups within the
company and our partners, to ensure NWN is delivering customers outcome-based services that solve real
business problems. This role will participate in business meetings to ensure the solutions are meeting targets for
sales and customer expectations. Pipeline, revenue, and cost analysis of the technology services are a requirement for the role.

CX Architecture & Roadmap Ownership
• Define and maintain CX Offering Architectures and Architecture Roadmaps aligned to NWN’s CX
strategy, partner platforms, and customer use cases.
• Own reference architectures across:
o CCaaS (cloud & hybrid)
o Conversational AI / IVA
o Digital channels (voice, chat, messaging, social)
o Analytics, sentiment, and quality management
o Workforce Engagement & Optimization (WFO)

Platform & Partner Alignment
• Evaluate emerging CX and AI technologies (e.g., GenAI, agent assist, speech analytics) and advise on how to integrate them into NWN offerings.
• Work closely with strategic CX partners (e.g., CCaaS, AI, analytics vendors) to ensure architectures are deployable, supportable, and differentiated.
• Ensure CX architectures align with NWN standards for:
o Security and compliance (PCI, HIPAA, SOC, etc.)
o Service delivery and operational readiness
o Lifecycle management and supportability

Product & Offering Development
• Partner with Offering Managers and Product Management to define:
o Architectural requirements
o Entitlements and deliverables
o Platform enablement needs
o Engineering and delivery models
• Support pipeline, revenue, and cost analysis for CX offerings to ensure offerings are commercially viable.

Enablement & GTM Support
• Build and maintain a CX architecture knowledge library, including:
o Reference architectures
o Diagrams
o Design standards
o Enablement materials
• Support sales, presales, and engineering enablement related to CX offerings.
• Participate in customer and internal business reviews to validate solutions meet CX outcomes and expectations.

Operational Excellence & Innovation
• Maintain fluency in how NWN delivers CX services today and identify opportunities to:
o Improve delivery efficiency
o Standardize architectures
o Introduce new CX capabilities
• Participate in idea management, capturing and vetting CX innovation ideas in partnership with architecture and customer success teams.

Cross-Functional Leadership
• Build strong relationships with:
o CX Offering & Product teams
o Technical Architects
o Sales Enablement & Presales
o Customer Success & Delivery
• Influence without authority and drive alignment across technical and business stakeholders.

Relies on experience and judgment to plan and accomplish goals.
On-going self-study to continuously improve skills relative to strategic technology direction and service offerings.
Performs other duties as assigned.
Complies with all policies and standards.

Qualifications

CX & Technical Expertise
• 5+ years in a technical architecture, solutions architecture, or offering architecture role within:
o Contact Center / CX
o CCaaS
o Unified Communications with CX focus
• Strong domain expertise in Customer Experience technologies, including:
o CCaaS platforms
o AI / automation in CX
o Digital engagement channels
o Analytics and reporting
o WFO / Quality Management

Architecture & Platform Skills
• Experience designing cloud and hybrid architectures for CX solutions.
• Strong understanding of:
o APIs and system integrations
o Data flows across CX platforms
o Security and compliance considerations in CX environments
• Familiarity with modern cloud platforms and DevOps concepts is a plus.

Business & Communication Skills
• Strong technical documentation and architecture design skills.
• Ability to develop and deliver executive-level presentations.
• Comfortable engaging with customers, partners, and internal stakeholders.
• Strong time management, prioritization, and problem-solving skills.

Preferred Qualifications
• ITIL v3 / v4 certification (preferred).
• Experience working with AI-driven CX platforms.
• Prior involvement in CX industry forums, councils, or user groups.
• Bachelor’s degree in Computer Science, Information Systems, or equivalent experienc

Travel: Less than 10% annually

All offers of employment at NWN are contingent upon the successful completion of a comprehensive background check. This process ensures a safe and secure work environment for all employees.

NWN is an Equal Opportunity Employer: NWN provides equal employment opportunity to all employees and applicants for employment free from unlawful discrimination based on race, color, religion, gender, age, national origin, disability, veteran status, marital status, sexual orientation or any other status or condition protected by local, state or federal law.

Equal Opportunity Employer, including disability/protected veterans