CCaaS Architect

HM Revenue & Customs; England; On-site; GBP 92,250 - 119,925; Full time

Job summary

A government agency in the UK is seeking a CCaaS Architect for a mid-senior level role. This contract position focuses on providing expert guidance on CCaaS best practices and ensuring alignment with business requirements. Responsibilities include advising on CCaaS architecture, supporting integration efforts with CRM, and facilitating knowledge transfer among internal teams. Ideal candidates will have expertise in market leading CCaaS products and a strong understanding of security and compliance considerations. This role involves transforming business opportunities and managing proof of concept activities.

Qualifications

• Expertise in market leading CCaaS products required.
• Experience with CRM integration essential.
• Knowledge of security, compliance, and data privacy.

Responsibilities

• Advise on CCaaS architecture with teams.
• Support routing strategies and IVR design.
• Facilitate knowledge transfer to internal teams.
• Define and pursue proof of concept activities.

Skills

CCaaS best practices

Systems integration

Security and compliance

Routing strategies

Job description

Join to apply for the CCaaS Architect role at HM Revenue & Customs

CCaaS SME Architect

Objective

• Provide expert guidance on CCaaS best practices, covering market leading CCaaS products
• Ensure alignment of CCaaS capabilities with business requirements
• Support integration with CRM and other existing enterprise systems
• Facilitate knowledge transfer to internal teams

Scope

• Work with the Platform and Product teams to advise on CCaaS architecture
• Support aspects such as routing strategies, Reporting & MI, and IVR design
• Work with business teams to explore business transformation opportunities
• Advise on security, compliance, and data privacy considerations
• Work with business teams to define and prioritise proof of concept activities
• Gain approval for design documentation from relevant governance boards
• High-level CCaaS architecture, including interoperability with CRM
• Integration and configuration guidelines
• Proof of concept plan
• CCaaS implementation & transition plan

Seniority level

Mid-Senior level

Employment type

Contract

Job function

Information Technology

Industries

Government Administration