CCaaS Solutions Architect – Pre-Sales & CX Innovation

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

Job summary

Capgemini is seeking an experienced CCaaS Solution Architect to lead pre-sales and design end-to-end CX solutions for public and private sector clients. You will own solution responses, validate architectures, and ensure security and performance across NiCE CXone and other CCaaS platforms.

The role involves executive presentations and guiding teams through implementation and handover. You will work within Capgemini’s inclusive culture, collaborating with cross-functional stakeholders and driving

Qualifications

• Proven experience as Solution Architect or similar role combining technical and business expertise.
• Pre-sales experience with NiCE CXone and knowledge of routing, IVR, omnichannel engagement, WFM, analytics and automation.

Responsibilities

• Lead pre-sales activities and design tailored CCaaS solutions.
• Own technical response to RFPs/RFIs and bid proposals.
• Oversee end-to-end CXone design across voice, digital channels and WEM.
• Architect AI-enabled customer service using NiCE and Cognigy capabilities.
• Plan CCaaS migrations, manage timelines and resources, ensure minimal disruption.

Skills

NiCE CXone

CCaaS vendors

Pre-sales

Architectural design

Tools

Genesys Cloud

Amazon Connect

Twilio Flex

Cognigy

Job description

Capgemini is seeking an experienced CCaaS Solution Architect to lead pre-sales and design end-to-end CX solutions for public and private sector clients. You will own solution responses, validate architectures, and ensure security and performance across NiCE CXone and other CCaaS platforms.

The role involves executive presentations and guiding teams through implementation and handover. You will work within Capgemini’s inclusive culture, collaborating with cross-functional stakeholders and driving