CCaaS Solution Architect - London

ZipRecruiter; London; Hybrid; GBP 125,000 - 150,000; Full time

Job summary

An innovative company is seeking a skilled CCaaS Solution Architect to transform contact center operations through cutting-edge solutions. This role involves leading pre-sales engagements, designing tailored solutions, and managing complex migration projects. You'll collaborate with diverse clients to optimize customer experiences and leverage AI-driven strategies. Join a dynamic team committed to creating a sustainable future while enhancing client operations with robust CCaaS technologies. If you're passionate about technology and customer success, this is the perfect opportunity to make a significant impact.

Benefits

Flexible working hours

Health insurance

Professional development opportunities

Peer recognition programs

Qualifications

• Proven experience as a Solution Architect specializing in CCaaS technologies.
• Hands-on expertise with multiple CCaaS vendors and customer experience strategies.

Responsibilities

• Lead pre-sales activities and manage CCaaS delivery and migration programs.
• Design tailored CCaaS solutions to enhance customer experiences.

Skills

CCaaS technologies

Pre-sales activities

Solution architecture

Customer experience strategy

AI-driven automation

Education

Relevant certifications (e.g., AWS Certified Solutions Architect)

Project management qualifications (e.g., PMP)

Tools

Genesys

NICE

Twilio

Amazon Connect

Job description

Job Description

CCaaS Solution Architect - London
Reference Code: 201410-en_GB
Contract Type: Permanent
Communities: Architecture

About the job you’re considering

We are a dynamic organisation 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.

Pre-employment checks: If you are successfully offered this position, you will go through a series of pre-employment checks, including: immigration status, employment history going back 3 continuous years, and unspent criminal record check (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.
2. Solution Design - Design tailored CCaaS solutions to address customer challenges and enhance customer experiences. Mentor and guide consultants during pre-sales engagements to improve solution quality. Build and maintain strong relationships with customers, internal teams, and third-party vendors.
3. Solution Architecture - Oversee technical validation to ensure solutions are feasible and aligned with customer objectives. Design scalable, secure, and high-performance CCaaS solutions that align with enterprise architecture frameworks. Incorporate resilience and high availability principles into all designs.
4. Vendor 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.
5. Customer Experience Strategy - Collaborate with customers to define their CX strategy. Act as a trusted advisor, providing insights on technology to address evolving customer experience needs. Optimize omnichannel support, workforce management, and analytics. Incorporate AI-driven automation and predictive analytics to improve CX outcomes.
6. Migration & Delivery Management - Plan and execute CCaaS migration and implementation projects, managing timelines and resources. Collaborate with delivery teams to ensure timely project completion. Lead resolution of complex technical challenges during migration and delivery phases.
7. Post-Implementation Support - Provide expertise on operational service models for CCaaS, ensuring clients have robust post-implementation support systems.

Skills and experience

• Proven experience as a Solution Architect or similar role with expertise in CCaaS technologies and customer experience.
• Hands-on experience 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, navigating their unique challenges in pre-sales and delivery.
• Relevant certifications such as Genesys Certified Professional, AWS Certified Solutions Architect, TOGAF, ITILv4 Foundation, and project management qualifications (e.g., SAFe, AgilePM, PRINCE2, PMP).
• Certifications in cloud architecture, enterprise systems integration, or DevOps are highly desirable.

Security clearance

Security Check (SC) Clearance is required. To obtain SC clearance, candidates must have resided continuously within the UK for the last 5 years and meet other criteria. Some roles may be restricted to UK citizens for security reasons.

What does ‘Get The Future You Want’ mean for you?

You will reimagine what’s possible: creating value for leading organizations through technology to build a sustainable, inclusive future. You will work with diverse clients, making a real impact across the UK.

About Capgemini

Capgemini is a global leader in consulting, technology services, and digital transformation, with over 340,000 employees in more than 50 countries. We help organizations accelerate their digital and sustainable transitions, delivering innovative solutions across industries.