Senior Manager - Cloud Contact Centre & Customer Experience (CX) Architect, Engineering, AI & Data,
HM Revenue & Customs (HMRC)
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Job summary
Deloitte seeks a Contact Centre & CX Architect to design and deliver next-generation customer engagement solutions for global clients. You will work on complex transformation programmes, translating requirements into scalable cloud architectures for CCaaS, AI and automation.
You will collaborate with business stakeholders, engineering teams and partners to drive measurable value, while mentoring delivery teams and contributing to Deloitte's CX capability development.
Qualifications
- Hands-on experience designing and delivering enterprise-scale Contact Centre and CX solutions.
- Strong understanding of contact centre operations, including journeys, omnichannel engagement and routing.
- Proven ability to lead client workshops and technical design sessions.
Responsibilities
- Lead the solution design and delivery of cloud-based contact centre platforms using CCaaS.
- Collaborate with stakeholders to translate requirements into scalable architectures.
- Design omnichannel engagement solutions including AI-powered self-service and analytics.
- Provide technical leadership across transformation programmes and end-to-end delivery.
- Build relationships with clients and partners, advising on cloud adoption and best practices.
- Develop solutions using cloud-native services, automation and generative AI.
- Support business development through proposal responses and demonstrations.
- Mentor delivery teams and contribute to capability development.
Skills
Tools
Job description
Deloitte's Engineering practice is at the forefront of transforming businesses by bringing together cutting-edge tech programme delivery, quality assurance, and testing expertise. We empower clients to modernise their core business through our deep capabilities in application and infrastructure engineering, cloud strategy, transformation, and migration. Practitioners within this team continuously advance their expertise to deliver robust, innovative solutions, from initial strategy to implementation and optimisation.
Deloitte's Contact Centre & Customer Experience (CX) practice helps organisations transform how they engage, serve and support their customers in an increasingly digital world. We work with clients across industries to define and deliver large-scale customer transformation programmes, combining deep operational expertise with leading cloud-based technologies to create exceptional customer and employee experiences.
We partner with clients to design, build, and deliver modern customer engagement solutions, leading the end-to-end journey from solution architecture through implementation, integration, and continuous optimisation. Our work spans cloud-based Contact Centre as a Service (CCaaS) platform, omnichannel engagement, telephony and routing architecture, CRM integration, workforce optimisation, analytics, AI-powered customer experiences, and intelligent automation. We are passionate about hands-on solution design and delivery, working directly with clients, engineering teams, and technology partners to build scalable, secure, resilient, and high-performing customer experience platforms that drive tangible customer and business value.
Leveraging market-leading platforms including AWS Amazon Connect, Salesforce Service Cloud Voice (SCV)/ Salesforce Voice, Microsoft Dynamics 365 Contact Center and other leading customer engagement technologies, we help organisations design and deliver modern contact centre solutions that improve operational efficiency, enable seamless omnichannel experiences, and unlock greater value through cloud-native architectures, automation, analytics, and AI-driven innovation.
As part of our team, you will work on complex and high-profile customer transformation programmes, helping clients design, implement, and optimise modern contact centre solutions. You will collaborate with business stakeholders, delivery teams, and technology partners to define solution architectures, lead technical designs, and support successful implementation across cloud-based CX platforms. This is an opportunity to work with some of the industry's leading technologies and providers, delivering innovative customer engagement solutions that create measurable value for clients and their customers.
Deloitte drives progress. Using our vast range of expertise, we help our clients' become leaders wherever they choose to compete. To do this, we invest in outstanding people. We build teams of future thinkers, with diverse talents and backgrounds, and empower them all to reach for and achieve more.
What brings us all together at Deloitte? It's how we approach the thousands of decisions we make every day. How we behave, our beliefs and our attitudes. In other words: our values. Whatever we do, wherever we are in the world, we lead the way, serve with integrity, take care of each other, foster inclusion, and collaborate for measurable impact. These five shared values lead every decision we make and action we take, guiding us to deliver impact how and where it matters most.
As a Contact Centre & CX Architect within Deloitte's Engineering practice, you will play a key role in designing and delivering next-generation customer engagement solutions for some of the world's leading organisations. Working across complex transformation programmes, you will help clients modernise customer operations through cloud-based Contact Centre as a Service (CCaaS) platform, AI, automation, and digital technologies. You will work closely with business stakeholders, engineering teams, and technology partners to translate customer and operational requirements into scalable, secure, and resilient solutions, taking ownership from solution design through implementation and optimisation.
- Lead the solution design and delivery of cloud-based contact centre and customer experience platforms, leveraging technologies such as AWS Amazon Connect, Salesforce Voice and Microsoft Dynamics 365 Contact Center.
- Collaborate with clients, business stakeholders, and technical teams to capture requirements and translate them into scalable, secure, and operationally effective solution architectures.
- Design and oversee the implementation of omnichannel customer engagement solutions, including voice, chat, messaging, AI-powered self-service, routing, workforce optimisation, analytics, and CRM integrations.
- Provide technical leadership across transformation programmes, supporting architecture decisions, platform evaluations, proof of concepts, and end-to-end solution delivery.
- Build strong relationships with client stakeholders and technology partners, acting as a trusted advisor on contact centre best practices, customer experience transformation, and cloud adoption.
- Develop innovative solutions using cloud-native services, automation, Generative AI, conversational AI, knowledge management, and intelligent customer engagement capabilities.
- Support business development activities through solution shaping, client presentations, proposal responses, RFPs, thought leadership, and demonstration environments.
- Mentor and coach delivery team members while contributing to the growth of Deloitte's Contact Centre and Customer Experience practice through capability development, reusable assets, and industry insights.
- Hands-on experience designing and delivering enterprise-scale Contact Centre and Customer Experience (CX) solutions.
- Strong understanding of contact centre operations, including customer journeys, omnichannel engagement, routing, IVR, workforce optimisation, quality management, and reporting.
- Experience translating business requirements into scalable, secure, and resilient solution architectures.
- Proven ability to lead client workshops, stakeholder discussions, and technical design sessions across business and technology teams.
- Experience working within complex transformation programmes, managing delivery, risks, dependencies, and client expectations.
- Ability to work across development pods, guiding the delivery and integration of functionality
- Strong consulting and communication skills, with the ability to build trusted relationships and present solutions to both technical and executive audiences.
- Experience developing business cases, vendor assessments, platform selection activities, and cloud contact centre migration programmes.
- Experience supporting proposals, RFP responses, solution shaping, and business development activities.
- Experience designing solutions across cloud, hybrid, and on-premises contact centre environments, including migration and modernisation programmes transitioning from legacy platforms to cloud-native CCaaS solutions.
- Demonstrable experience designing, architecting, and delivering enterprise-scale contact centre solutions across one or more leading CCaaS platforms.
- Hands-on architecture and implementation experience with one or more of the following CCaaS platforms, including Amazon Connect, Salesforce Service Cloud Voice (SCV) and/or Microsoft Dynamics 365 Contact Center. Broader experience with other leading vendors such as Genesys Cloud, NICE CXone, Vonage, Cisco Webex Contact Center, Five9s, and/or Talkdesk is welcomed alongside this.
- Strong knowledge of contact centre technologies including IVR, ACD, CTI, conversational AI, voice and digital channels, call recording, workforce management, analytics, and reporting.
- Experience designing integrations across CRM platforms (Salesforce, Microsoft Dynamics, ServiceNow, Zendesk), workforce management, unified communications, and enterprise applications.
- Experience with cloud platforms such as AWS, Microsoft Azure, or Google Cloud, including architecture, security, networking, and operational considerations.
- Knowledge of voice and telephony architecture, including SIP, PSTN connectivity, telephony routing, carrier integration, session border controllers (SBCs), and contact centre networking considerations.
- Knowledge of modern integration patterns including APIs, event-driven architectures, middleware, and cloud-native services.
- Industry experience across sectors such as Financial Services, Retail, Public Sector, Telecommunications, Technology, or Business Process Outsourcing (BPO).
- Cloud and contact centre certifications such as AWS, Amazon Connect, Salesforce, Microsoft, Google Cloud, Genesys or other relevant industry certifications.
- Experience with Infrastructure as Code (IaC) and DevOps practices, including tools such as Terraform, AWS CloudFormation, Azure Resource Manager (ARM), and CI/CD pipelines to support automated deployment of cloud contact centre implementations.
- Experience with AI-powered customer engagement solutions, including Conversational AI, Generative AI, virtual assistants, Retrieval-Augmented Generation (RAG), knowledge management, and intelligent automation.
Distinctive thinking, deep expertise, innovation and collaborative working. That's what connects us. That's what makes us Deloitte. If you want to help solve some of the biggest tech and transformational challenges around, join us. Together, we'll make an impact that matters.
We lead transformation at the heart of our clients; re-engineering the core of our clients' organisations, helping to unleash growth, and creating better futures for their customers, citizens and employees.
Regulation and controls are standard practice in our industry and Deloitte is no exception. These controls provide important legal protection for both you and the firm. We are subject to a number of audit regulations, one of which requires that certain colleagues abide by specific personal independence constraints (e.g., in relation to any financial interests and employment relationships). This can mean that you and your "Immediate Family Members" are not permitted to hold certain financial interests (shares, funds, bonds etc.) with audit clients of the firm, and also prohibitions on certain employment relationships (e.g., you are not permitted to hold a secondary employment role with SEC audit clients of the firm whilst being employed by the firm). The recruitment team will provide further detail as you progress through the recruitment process or you can contact the Independence team upon request.
"What attracted me to Deloitte were the endless opportunities and the collective experience of other like-minded individuals. Deloitte's clients include many of the world's largest organisations; I wanted to be part of a team that made a difference that I could be proud of." - Dan, Consulting
"I get to work on projects that help clients in a sector I feel truly passionate about." - Rhiannon, Consulting
"Everyone always says, "it's the people," and that's true. Working for a brand you feel proud of feels pretty good too. And you don't have any stress about fitting into a particular stereotype, because there are so many different types of people in Deloitte Digital." - Gillian, Consulting
You'll be based in London with hybrid working.
At Deloitte we understand the importance of balancing your career alongside your home life. That's why we'll support you to work flexibly through our hybrid working policy. Depending on the requirements of your role, you'll have the opportunity to work in your local office, virtual collaboration spaces, client sites and remotely. You'll get the chance to meet face to face when needed, while you collaborate and learn from colleagues, share your experiences, and build the relationships that will fuel your career and prioritise your wellbeing. Please check with your recruiter for the specific working requirements that may apply for your role.
Making an impact is more than just what we do: it's why we're here. So we work hard to create an environment where you can experience a purpose you believe in, the freedom to be you, and the capacity to go further than ever before.
We want you. The true you. Your own strengths, perspective and personality. So we're nurturing a culture where everyone belongs, feels supported and heard, and is empowered to make a valuable, personal contribution. You can be sure we'll take your wellbeing seriously, too. Because it's only when you're comfortable and at your best that you can make the kind of impact you, and we, live for.
A career at Deloitte is an opportunity to develop in any direction you choose. Join us and you'll experience a purpose you can believe in and an impact you, and we, live for.
Discover more reasons to connect with us, our people and purpose-driven culture at deloitte.co.uk/careers
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