Customer Solutions Architect

Buscojobs; Greater London; On-site; GBP 125,000 - 150,000; Full time

Job description

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Direct message the job poster from QPC Australia.

QPC Australia is a leading provider of Contact Centre as a Service (CCaaS) solutions, specialising in Genesys Cloud, Verint, and other cloud-based contact centre technologies. We work with large enterprises to design, implement, and optimise customer experience solutions that drive efficiency and business value.

About the Role

We are seeking an experienced Solution Architect to support a key CCaaS implementation project for an enterprise customer. This role requires strong business analysis, documentation, and stakeholder coordination skills to ensure a seamless and effective solution delivery.

You will work closely with customers, engineers, and project managers to define business needs, document solution designs, and coordinate with multiple stakeholders to achieve project success.

Key Responsibilities

1. Work with enterprise customers to gather and document business requirements, ensuring clarity and completeness.
2. Develop detailed solution architecture documentation, including functional and technical specifications.
3. Coordinate with internal teams, vendors, and customer stakeholders to ensure alignment on requirements and solution design.
4. Facilitate customer workshops to define IVR workflows, AI automation, and omnichannel engagement.
5. Support integration efforts between CCaaS platforms, CRM systems, workforce management solutions, and analytics tools.
6. Ensure that all documentation is clear, structured, and easily accessible, supporting ongoing project governance and future reference.
7. Provide technical leadership throughout the project lifecycle, ensuring solutions meet customer needs and are implemented effectively.
8. Identify potential risks and provide recommendations for scalability, performance optimisation, and security.
9. Assist with testing, deployment, and post-implementation support to ensure smooth project completion.

Key Skills & Experience

1. Proven experience as a Solution Architect, Technical BA or similar role in a CCaaS environment.
2. Exceptional documentation skills, with the ability to create structured, detailed solution designs and requirements documentation.
3. Strong knowledge of Genesys Cloud, Amazon Connect, or other leading cloud contact centre platforms.
4. Experience designing and implementing IVR, AI automation, call routing, and omnichannel solutions.
5. Understanding of API integrations, cloud-based architectures, CRM/WFM integrations, and security best practices.
6. Strong stakeholder engagement and coordination skills, with the ability to manage and align multiple teams.
7. Ability to quickly adapt to new technologies and evolving customer requirements.

Why Join QPC Australia?

1. Immediate start – play a key role in a high-impact project.
2. Remote-friendly role – must be based onshore in Australia.
3. Short-term engagement with the potential for extension.
4. Work with a highly skilled team of CCaaS specialists on cutting-edge contact centre transformations.
5. Opportunity to contribute to enterprise-scale projects that shape the future of customer experience.

If you have strong documentation and stakeholder coordination skills, along with expertise in cloud contact centre solutions, we’d love to hear from you.

Apply now!

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Engineering and Information Technology, IT Services and IT Consulting