Solution Architect - Contact Centre Transformation

Medirest Signature; North East; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading airline company is seeking a Solution Architect to join their Architecture & Engineering team in Newcastle. This role will focus on the transformation of customer contact experiences through innovative solutions using technologies like Genesys Cloud CX and AWS Connect. The ideal candidate will have significant experience in CCaaS solutions and a passion for enhancing customer journeys. This position offers competitive staff benefits, including travel perks and a commitment to diversity and inclusion.

Benefits

Unlimited standby tickets on British Airways flights

Discounted airfares for staff and family

Qualifications

• Demonstrable experience architecting CCaaS solutions.
• Proven background in solution architecture and system integration.
• Excellent understanding of cloud infrastructure and security.

Responsibilities

• Define and deliver contact centre solutions aligning with strategy.
• Collaborate with product teams to translate business challenges.
• Evaluate and design application architectures for scalability.

Skills

Customer experience design

Solution architecture

Agile methodologies

Cloud integration

Tools

Genesys Cloud CX

AWS Connect

Verint

Job description

A career without limits

As the nation's flag carrier, we take great pride in connecting Britain with the world and the world with Britain. We've been doing this for over 100 years, starting with the world's first international scheduled air service between London and Paris. This spirit of innovation is at our core and shared with everyone who flies with us, our partners, and colleagues. Whether you're providing support over the phone, greeting passengers at the gate, maintaining aircraft engines, or landing us safely in distant locations, a job at British Airways offers you the opportunity to make a difference. We believe great things happen when you're inspired to think big and bring your ambition to work every day, because at British Airways, the sky is never the limit.

The Role:

Solution Architect - Contact Centre Transformation. Newcastle / hybrid.

Join our dynamic Architecture & Engineering team at British Airways as a Solution Architect, where you'll be at the forefront of shaping the next generation of customer contact experiences. As we transform our contact centre capabilities with technologies like Genesys Cloud CX and AWS Connect, this role offers a unique opportunity to craft innovative, scalable solutions that elevate our customer journeys.

What You'll Do:

• Define and deliver contact centre solutions that align with British Airways' strategic and technical vision, ensuring seamless integration with platforms such as Genesys Cloud CX and other CCaaS technologies.
• Collaborate closely with product and engineering teams to translate business challenges into clear, actionable technical architectures, particularly across customer engagement touchpoints.
• Evaluate and design application and integration architectures that support high availability, scalability, and future-proofing for voice and digital channels.
• Influence decision-making by working across both business and IT domains, balancing requirements to optimise usability and enterprise compliance.
• Partner with vendors and internal stakeholders to assess third-party deliverables and ensure alignment with BA's architectural standards.
• Support quality assurance through proactive review cycles, test planning, and post-implementation validation of solutions to ensure benefits are realised.
• Maintain strategic oversight of legacy systems such as Verint where appropriate, while helping shape our roadmap toward cloud-first, digitally enabled platforms.

What You'll Bring to British Airways:

• A passion for crafting excellent customer experiences through technology, with a strong focus on modern contact centre ecosystems.
• Clear and collaborative communication skills with a strong ability to influence and partner across senior stakeholder groups.
• A structured and resilient approach to problem-solving, with the ability to thrive in a fast-moving agile environment.
• An innovative and inquisitive mindset, always seeking opportunities for improvement and learning.

Your Experience:

• Demonstrable experience architecting and delivering CCaaS solutions, ideally with Genesys Cloud CX and AWS Connect.
• Proven background in solution architecture, including system integration, service-level agreements, and cloud-based deployment strategies.
• Solid grasp of Agile and SAFe methodologies, with experience working in digital product teams.
• Familiarity with legacy systems such as Verint and a strategic approach to migration or coexistence planning.
• Excellent understanding of cloud infrastructure, security, and enterprise integration.

What we offer:

We believe that all our employees should feel valued for their contributions. Our rewards go beyond a competitive salary. From day one, you'll have access to fantastic staff travel benefits, including unlimited standby tickets on British Airways flights. Additionally, you'll receive up to 30 discounted 'Hotline' airfares per year for yourself, friends, and family. At British Airways, we encourage you to take on new challenges and develop your career within our organization. We are committed to fostering an inclusive and diverse workplace where everyone can thrive.

Inclusion & Diversity

At British Airways, we are dedicated to creating an inclusive environment. We value diverse representation among our staff and believe that everyone's unique background and perspective contribute to our success. Inclusion and diversity drive innovation, and we strive to cultivate a culture where everyone feels comfortable being themselves. We welcome applicants from all backgrounds and cultures to join us on our journey to become a Better BA, connecting Britain with the world and the world with Britain.