CCaaS Solution Architect - Pre-Sales & CXone Expert

Capgemini; England; On-site; GBP 90,000 - 130,000; Full time

Benefits offered by this job

Disability Confident Employer

Applaud peer recognition portal

Learning & development opportunities

Job summary

Capgemini UK is seeking an experienced CCaaS Solution Architect to lead pre-sales activities, craft technical solutions, and guide the design and delivery of NiCE CXone-based CCaaS environments for public and private sector clients. You will shape customer journeys, define roadmaps, and present compelling CX stories to executives.

The role requires deep expertise in CXone across voice, digital channels, WEM, analytics and AI, plus hands-on experience with multiple CCaaS platforms.

Qualifications

• Proven experience as a Solution Architect in CCaaS technologies.
• Experience with NiCE CXone architecture and pre-sales including routing, IVR, and omnichannel design.
• Experience leading large cloud contact centre transformations (£1m-£50m+ programmes).
• Strong presentation skills to C-suite audiences; clear bid and pursuit experience.

Responsibilities

• Lead pre-sales activities, understand business requirements and design tailored CCaaS solutions.
• Own technical solution responses for RFPs/RFIs and define roadmaps and business cases.
• Oversee end-to-end NiCE CXone designs across voice, digital channels, WEM, analytics, and AI/automation.
• Mentor engineers and developers in applying standards and best practices.

Skills

NiCE CXone

CCaaS

CXone architecture

Pre-sales

Vendor ecosystem

IVR routing

WEM analytics

AI & automation

Security and data protection

SIP/VoIP/WebRTC

Tools

Genesys Cloud

Amazon Connect

Five9

Content Guru

Odigo

Twilio Flex

Job description

Capgemini UK is seeking an experienced CCaaS Solution Architect to lead pre-sales activities, craft technical solutions, and guide the design and delivery of NiCE CXone-based CCaaS environments for public and private sector clients. You will shape customer journeys, define roadmaps, and present compelling CX stories to executives.

The role requires deep expertise in CXone across voice, digital channels, WEM, analytics and AI, plus hands-on experience with multiple CCaaS platforms.