Senior Solutions Architect — SaaS Implementations

Manchester Digital; Manchester; Hybrid; GBP 70,000 - 110,000; Full time

Benefits offered by this job

25 days annual leave

Hybrid working

Life insurance

Enhanced pension options

Company-paid sick leave

Personal training allowance

Buy and sell holiday options

Social, charity and culture committee

Job summary

MaxContact is a fast-moving, customer-first tech company delivering AI-powered contact centre solutions. The Solutions Architect role leads new customer implementations from discovery to go-live, bridging customer needs with the MaxContact platform to drive measurable value from day one.

You will work directly with customers to map pains to platform features, produce designs for handoff to System Build, own testing and go-live, and ensure a smooth handover to Customer Success with strong

Qualifications

• 3+ years in a customer-facing implementation or onboarding role in a SaaS environment.
• Experience with contact centre platforms (NICE, Genesys, Avaya, or similar).
• Proven track record of delivering complex SaaS implementations on time and within scope.
• Strong discovery and consultative skills — ability to uncover real business needs and translate them into effective platform designs.
• Experience designing contact centre solutions (call routing, IVR, workforce management, CRM integrations).
• Excellent project management discipline — organised, proactive, and comfortable owning a delivery plan.
• Clear communicator with customers at all levels, from operational managers to IT leads.
• Commercial awareness — understands the link between feature adoption, customer outcomes, and retention.

Responsibilities

• Lead discovery sessions to surface business pains, objectives, and success criteria.
• Map customer requirements to MaxContact features and drive adoption within their package.
• Produce clear solution designs ready for handoff to System Build.
• Own the testing phase to ensure the solution matches the approved design.
• Manage the go-live process with customer sign-off and live support during launch.
• Ensure knowledge transfer and documentation for a self-sufficient post go-live state.
• Drive feature adoption to ensure customers use at least 75% of features at go-live.
• Identify upsell opportunities and communicate them to the account team.

Skills

Customer onboarding

SaaS delivery

Discovery skills

CRM integrations

Project management

Call routing

IVR design

Stakeholder comms

Job description

MaxContact is a fast-moving, customer-first tech company delivering AI-powered contact centre solutions. The Solutions Architect role leads new customer implementations from discovery to go-live, bridging customer needs with the MaxContact platform to drive measurable value from day one.

You will work directly with customers to map pains to platform features, produce designs for handoff to System Build, own testing and go-live, and ensure a smooth handover to Customer Success with strong