Solution Architect – Customer Experience & Unified Communications and Collaboration

Maintel; Mission (KS); Remote; USD 80,000 - 120,000; Full time

Job summary

An established industry player seeks a Solution Architect to provide consultative and design expertise in Customer Experience and Unified Communications. This role involves engaging with sales teams, managing presales design activities, and ensuring the delivery of innovative technology solutions that meet customer demands. You will play a crucial role in articulating service wraps and identifying professional services efforts needed for successful project implementation. If you are a confident communicator with a passion for technology and customer experience, this opportunity offers a dynamic environment to thrive and make a significant impact.

Qualifications

• Experience in Contact Centre and Unified Communications solutions.
• Knowledge of domestic CX and UC&C market.

Responsibilities

• Provide consultative and design expertise across CX and UCC portfolio.
• Support project management and implementation teams during delivery.

Skills

Contact Centre Solutions

Unified Communications

SaaS Practices

Cloud Connectivity

Network Security

Consultative Selling

TCO and ROI Calculation

Relationship Building

Enterprise Presales

Design Methodologies

Job description

Solution Architect – Customer Experience & Unified Communications and Collaboration

Vacancy Type: Permanent/Full Time
Location: Remote homeworker with travel to sites across UK
Job Profile: See Job Profile document

Job Summary

Working as a member of our Growth Practice, the Solution Design Architect’s primary role is to provide consultative and design expertise across the CX and/or UCC portfolio. This includes providing vision and support to the Bid Management and Sales teams, undertaking presales design activities such as requirements gathering/analysis, High Level Design outline, cost base creation including professional services, high-level schematic production, documentation writing (HLD or Bid response), and assisting in the initial qualification of proposals and bids.

The Solution Design Architect is part of a virtual bid/sales team managing and owning the design and articulation of innovative technology solutions that meet customer demands. They retain ownership of the design throughout the project lifecycle, supporting project management and implementation teams by providing clarification during delivery until customer acceptance. They work closely with implementation and support teams to articulate the service wrap matching specific customer requirements and identify the professional services effort required to deliver the proposed solution.

The architect also assists the sales team in generating revenue and increasing margins. They engage as a consultant with existing and prospective customers to understand requirements, aspirations, and outcomes, while assessing existing infrastructure and constraints from a technology perspective. They are confident communicators who present technology at management level and to large audiences, supported by high-quality presentation materials and documentation.

Hours per week

37.5

About Us

Solid solutions for a dynamic world

About us

Maintel is a communications managed services provider empowering clients across the public and private sectors to deliver mission-critical services and achieve their workplace, service, and customer experience goals.

We consult on the design, deployment, and management of CX, UC&C, and Secure Connectivity platforms and software, including our own, ensuring ongoing operations run smoothly and dependably, while being flexible enough to adapt.

In a world of ever-changing customer, employee, public, and regulatory expectations, choose Maintel. We provide progressive, solid solutions to help you succeed in a demanding, dynamic environment.

A brief history

Founded in 1991 by Tim Mason and Angus McCaffery, Maintel started as a small operation providing telephone maintenance contracts. Over the years, we have grown into a major player in communications technology, achieving milestones such as floating on the London Stock Exchange in 2004 and completing numerous strategic acquisitions, including Azzurri Communications and Intrinsic Technology, expanding our expertise in unified communications, cloud, and networking. Today, we continue to transform businesses with solutions like Cloud Contact Centres, Security & Connectivity, and Unified Communications, positioning us as a leader in the digital era.

Purpose

Why we exist

To use technology to create customer experiences, services, and workplaces that inspire and empower people.

Vision

Where we want to be

To be the first-choice technology services partner for ambitious brands and public services, trusted for enabling their vision and operations.

Mission

How we will achieve our vision

By becoming trusted insiders within our clients’ organizations, working closely to deliver their workplace, service, and customer experience strategies. We consult on designing, deploying, and managing solid technology solutions—mission-critical infrastructure, platforms, and applications—that ensure their businesses run efficiently and securely, helping them achieve their ambitions and adapt as needed.

Skills

Required Skills:

• Low-level understanding with significant experience of Contact Centre and/or Unified Communications solutions, including product use cases & benefits, SaaS practices, cloud connectivity, and network security.
• A thorough grasp of the domestic CX and/or UC&C market.
• Multi-vendor product knowledge is desirable to offer a true "Trusted Advisor" consultancy service.
• Demonstrable experience and knowledge of our CX and/or UCC product portfolio.
• Understanding of challenges in the service industry, with emphasis on service-led propositions, managed services, consultative selling, and vendor-agnostic product knowledge.
• Capability to manage a demanding workload in a dynamic environment.
• Understanding of how to calculate and present TCO and ROI business cases (desirable).
• Ability to build close relationships with internal and external customer communities, partners, and suppliers.
• Proven track record in an enterprise presales function.
• Ability to perform peer reviews, audits, standards compliance checks, and due diligence.
• Understanding of design methodologies, business processes, and frameworks for delivering complex solutions.