Solutions Architect (WFH or Hybrid)
Location: London
We are a dynamic organisation committed to transforming contact center operations through innovative CCaaS (Contact Center as a Service) solutions. As we continue to expand, we are looking for an experienced and skilled CCaaS Solution Architect to lead pre-sales engagements, oversee bids, and manage CCaaS delivery and migration programs.
Hybrid working: it will be a blend of Company offices, client sites, and your home; noting that you will be unable to work at home 100% of the time.
If you are successfully offered this position, you will go through a series of pre-employment checks, including identity, nationality (single or dual) or immigration status, employment history going back 3 continuous years, and unspent criminal record check (known as Disclosure and Barring Service).
The CCaaS Solution Architect will be responsible for leading pre-sales activities, creating technical solutions, and managing the design and implementation of CCaaS solutions for our clients. The role requires expertise across various CCaaS technologies, including telephony, integration, data security, and operational service systems, as well as a deep understanding of the strengths and weaknesses of different CCaaS cloud vendors.
Pre-Sales Leadership: Collaborate with sales teams and customers to understand their business requirements, technical needs, and service goals. Mentor and guide consultants during pre-sales engagements to enhance solution alignment and quality. Design end-to-end CCaaS solutions to ensure scalability, security and performance. Oversee the integration of CCaaS solutions with enterprise systems, ensuring streamlined workflows and robust data security. Apply a strong understanding of network and telephony architecture and protocols to design and optimise CCaaS implementations.
Genesys, NICE, Odigo, Content Guru, Twilio, Five9, Amazon Connect). Demonstrate awareness of the broader CCaaS ecosystem including vendors providing capabilities such as call recording, call assurance, natural language IVR, translation services, transcription, centralised management, audit and related CCaaS AI capabilities.
Identify opportunities to incorporate AI-driven automation and predictive analytics to improve CX outcomes.
Migration & Delivery Management: Plan and execute CCaaS migration and implementation projects, managing timelines and resources to meet customer expectations. Collaborate with delivery teams and project managers to ensure timely, within-scope project completion. Lead resolution of complex technical challenges during migration and delivery phases, ensuring minimal disruption and optimal performance. Provide expertise on operational service models for CCaaS, ensuring clients have robust post-implementation support systems.
Proven experience as a Solution Architect or similar role combining technical and business expertise, specialising in CCaaS technologies and customer experience.
Hands-on expertise with at least three CCaaS vendors, such as Genesys, NICE, Odigo, Verint, Content Guru, Twilio, Five9, or Amazon Connect.
Experience working with both public and private sector clients, with the ability to navigate their unique challenges in pre-sales and delivery.
Relevant certifications such as Genesys Certified Professional, AWS Certified Solutions Architect, TOGAF, ITILv4 Foundation, and/or project management qualifications (e.g. SAFe, AgilePM, PRINCE2, PMP).
Certifications in cloud-native architecture, enterprise systems integration, or DevOps methodologies are highly desirable.
Your security clearance
Security Check (SC) Clearance
To be successfully appointed to this role, it is a requirement to obtain Security Check (SC) clearance. Throughout the recruitment process, you will be asked questions about your security clearance eligibility such as, but not limited to, country of residence and nationality. You will reimagine what’s possible: creating value for the world’s leading organisations through technology to build a sustainable, more inclusive future. We realise a Total Reward package should be more than just compensation. At Capgemini we offer a range of core and flexible benefits and have a Peer Recognition Portal called Applaud.
Working ethically is at the centre of our culture at Capgemini, meaning you will be helping to create a future we can all be proud of.
Growing clients’ businesses while building a more sustainable, more inclusive future is a tough ask. We find new ways technology can help us reimagine what’s possible. You’ll use your skills to help our clients leverage technology to innovate and grow their business. So, it might not always be easy, but making the world a better place rarely is.
Capgemini is a global business and technology transformation partner, helping organisations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fuelled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem. Apply
