Contact Centre Architect

2 days ago


Manchester, United Kingdom Cloud People Full time

Contact Centre Architect


Location: Remote (UK-based) with occasional travel to Germany

Contract Duration: 3 months initially

Rate: £650 - £700 per day (Inside IR35)

Language: German proficiency is a plus but not essential


About the Role:

We are seeking an experienced Contact Centre Transformation Specialist to lead the next generation transformation of our existing contact centre solutions. This role involves a comprehensive assessment of current state solutions across multiple geographies, business units, and brands, and the development of a future state vision that optimizes business and technology solutions.


Key Responsibilities:

  • Conduct a current state assessment of existing contact centre solutions, including:
  • Technical solutions in place
  • Integrations with other contact centres and business applications
  • Financial modelling of solutions (technology infrastructure, software licensing, operations, maintenance, change portfolio, business support)
  • Change portfolio alignment with contact centre solutions
  • Operating models for contact centre solutions across brands
  • Engineer business and technology requirements
  • Develop programme planning, costing, and definition at both high (executive) and low (Gantt) levels
  • Create a future state vision that includes:
  • Centralised function for group-level support (or options therein)
  • Optimised business solutions
  • Optimised technology stack (preferably refining down to 1-2 contact centre solutions)
  • Options for future benefits and value (integrations, support of new business and innovation, reporting improvements, improved agent and customer experience)
  • Define the business case to support the contact centre transformation


Key skills and experience

  • Contact Centre transformation
  • AWS Connect
  • Genesys
  • Five9
  • Avaya
  • Strategic consultin
  • Contact centre experience
  • Experience in contact centre transformation
  • Expertise in Contact Centre as a Service (CCaaS)
  • Strong business-facing skills, not just technology-focused
  • Knowledge of financial business case development at both low and executive levels
  • Experience in the insurance industry and contact centre utilisation within the industry
  • Practical experience in all areas detailed above, demonstrable through the interview process
  • Ability to lead a geographically diverse team of onshore, nearshore, and offshore members



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