About the job you’re considering
We are a dynamic organization committed to transforming contact center operations through innovative CCaaS (Contact Center as a Service) solutions. As we continue to expand, we are looking for an experienced and skilled CCaaS Solution Architect to lead pre-sales engagements, oversee bids, and manage CCaaS delivery and migration programs.
Hybrid working: The places that you work from day to day will vary according to your role, your needs, and those of the business; it will be a blend of Company offices, client sites, and your home; noting that you will be unable to work at home 100% of the time.
If you are successfully offered this position, you will go through a series of pre-employment checks, including:
identity, nationality (single or dual) or immigration status, employment history going back 3 continuous years, and unspent criminal record check (known as Disclosure and Barring Service).
Your role
The CCaaS Solution Architect will be responsible for leading pre-sales activities, creating technical solutions, and managing the design and implementation of CCaaS solutions for our clients. The role requires expertise across various CCaaS technologies, including telephony, integration, data security, and operational service systems, as well as a deep understanding of the strengths and weaknesses of different CCaaS cloud vendors.
1. Pre-Sales Leadership: Collaborate with sales teams and customers to understand their business requirements, technical needs, and service goals. Design tailored CCaaS solutions to address customer challenges and enhance customer experiences. Mentor and guide consultants during pre-sales engagements to enhance solution alignment and quality. Build and maintain strong relationships with customers, internal teams, and third-party vendors.
2. Solution Architecture: Oversee technical validation to confirm the feasibility and alignment of solutions with customer objectives. Design end-to-end CCaaS solutions to ensure scalability, security, and performance. Ensure solutions align with enterprise architecture frameworks, leveraging reusable patterns and future-proof designs. Incorporate principles of resilience and high availability into all solution designs to ensure uninterrupted service delivery. Oversee the integration of CCaaS solutions with enterprise systems, ensuring streamlined workflows and robust data security. Apply a strong understanding of network and telephony architecture and protocols to design and optimise CCaaS implementations.
3. Vendor Agnostic Expertise: Demonstrate expertise with at least three major CCaaS vendors (e.g., Genesys, NICE, Odigo, Content Guru, Twilio, Five9, Amazon Connect). Provide impartial guidance on platform selection based on customer needs, highlighting the strengths and limitations of each solution. Demonstrate awareness of the broader CCaaS ecosystem including vendors providing capabilities such as call recording, call assurance, natural language IVR, translation services, transcription, centralised management, audit and related CCaaS AI capabilities.
4. Customer Experience Strategy: Collaborate with customers to define their customer experience (CX) strategy. Act as a trusted advisor to senior stakeholders, providing strategic insights on how technology can address evolving customer experience needs. Optimise omnichannel support, workforce management, and real-time analytics for enhanced service delivery. Identify opportunities to incorporate AI-driven automation and predictive analytics to improve CX outcomes.
5. Migration & Delivery Management: Plan and execute CCaaS migration and implementation projects, managing timelines and resources to meet customer expectations. Collaborate with delivery teams and project managers to ensure timely, within-scope project completion. Lead resolution of complex technical challenges during migration and delivery phases, ensuring minimal disruption and optimal performance. Provide expertise on operational service models for CCaaS, ensuring clients have robust post-implementation support systems.
Your skills and experience
* Proven experience as a Solution Architect or similar role combining technical and business expertise, specialising in CCaaS technologies and customer experience.
* Hands-on expertise with at least three CCaaS vendors, such as Genesys, NICE, Odigo, Verint, Content Guru, Twilio, Five9, or Amazon Connect.
* Experience working with both public and private sector clients, with the ability to navigate their unique challenges in pre-sales and delivery.
* Relevant certifications such as Genesys Certified Professional, AWS Certified Solutions Architect, TOGAF, ITILv4 Foundation, and/or project management qualifications (e.g. SAFe, AgilePM, PRINCE2, PMP).
* Certifications in cloud-native architecture, enterprise systems integration, or DevOps methodologies are highly desirable.
Your security clearance
Security Check (SC) Clearance
To be successfully appointed to this role, it is a requirement to obtain Security Check (SC) clearance. To obtain SC clearance, the successful applicant must have resided continuously within the United Kingdom for the last 5 years, along with other criteria and requirements.
Throughout the recruitment process, you will be asked questions about your security clearance eligibility such as, but not limited to, country of residence and nationality. Some posts are restricted to sole UK Nationals for security reasons; therefore, you may be asked about your citizenship in the application process.
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