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Contact Center Technical Architect

1 month ago

London, United Kingdom Tata Consultancy Services Full time

Role: Contact Center Technical Architect

Job Type: Permanent

Location: Onsite / Hybrid


Ready to utilise your knowledge to provide technical expertise and deliver elegant and robust solutions to solve complex problems?

Are you looking for an exciting opportunity to join the empowered Software Engineering team, being a key differentiator in a digital transformation journey?

Make a meaningful impact as a Contact Center Technical Architect


Careers at TCS: It means more

TCS is a purpose-led transformation company, built on belief. We do not just help businesses to transform through technology. We support them in making a meaningful difference to the people and communities they serve - our clients include some of the biggest brands in the UK and worldwide. For you, it means more to make an impact that matters, through challenging projects which demand ambitious innovation and thought leadership.

  • Be part of an exciting team where you will be challenged every day.
  • Work closely with the range of teams within the business to bring products to life.
  • Work with customers and identify opportunities to support their strategy and improve their



The Role

As a Contact Center Technical Architect, you will be responsible for designing, implementing, and optimizing contact center solutions to support efficient and effective customer interactions across various channels. You will collaborate closely with stakeholders to understand business requirements, assess technology needs, and architect solutions that enhance customer experience and drive business outcomes.



Key responsibilities:

  • Design end-to-end contact center architectures that integrate telephony, IVR (Interactive Voice Response), CRM (Customer Relationship Management), chat, email, and other communication channels, ensuring scalability, reliability, and flexibility.
  • Evaluate contact center technologies, platforms, and vendors to select the most suitable solutions that align with business objectives and customer experience goals.
  • Integrate contact center solutions with existing enterprise systems, such as CRM, ERP (Enterprise Resource Planning), and ticketing systems.
  • Design and implement workflow automation and routing strategies to optimise agent productivity, prioritise customer interactions, and streamline service delivery.
  • Optimise contact center performance by fine-tuning configurations, implementing best practices, and leveraging analytics to identify opportunities for improvement.
  • Ensure compliance with regulatory requirements (e.g., GDPR, PCI-DSS) and implement security measures to protect customer data and sensitive information within the contact center environment.
  • Build, mentor and lead a team of high-performing software engineers to build and maintain high quality and reliable software.
  • Own the engineering excellence of their teams e.g., behaviours, operations, standards, best practices, methodologies and technical quality.
  • Oversee the planning, execution and delivery of software, ensuring alignment with business objectives and timelines.
  • Line-manage and develop engineers to ensure they have the right skills, development plans and attitude to learning, encouraging a mindset of feedback and continuous technical and non-technical improvement.
  • Ensure people, resource allocation and workload balance across projects.
  • Work with the wider Technology function to shape the technical strategy, adopting the North Star principles.


Your Profile

Key skills/knowledge/experience:

  • Good knowledge in all Technology stack areas, from front-end through to back-end.
  • Ability to analyse and design contact center processes.
  • Knowledge of design and Implementation of CRM systems.
  • Solid background in Software engineering principles and practices with extensive experience in a variety of systems and technologies.
  • Strong experience of managing successful delivery in an Agile DevOps Software environment.
  • Strong understanding of system design, software architecture, cloud, and software engineering best practices.
  • Expert knowledge and advocate for Continuous Integration and Continuous Delivery.
  • Understanding and drive DevOps: you build it, you run it.
  • Good understanding of testing strategies and reliability engineering.
  • Excellent people management, interpersonal, analytical, and problem-solving skills.
  • Experience fostering a high performance, collaborative, innovative culture.
  • Excellent communication skills, both written and spoken and able to adjust for different audiences.
  • Leadership mindset, willingness to take responsibility and ability to influence people at all levels and from the highly technical to non-technical.


Good to have:

  • Extensive experience as a software engineering and hands-on experience of Contact Center Technical Architect.
  • Previous software engineering community leadership experience.
  • Presentation delivery at internal and external events.
  • An ambition to be an open-source contributor, technology writer or speaker.
  • Knowledge of Software approaches like Domain Driven Design.



Rewards & Benefits

TCS is consistently voted a Top Employer in the UK and globally. Our competitive salary packages feature pension, health care, life assurance, laptop, phone, access to extensive training resources and discounts within the larger Tata network.


Diversity, Inclusion & Wellbeing

At TCS, we believe in building and sustaining a culture of equity and belonging where everyone can thrive. Our diversity motto is ‘Inclusion without Exception’.


You’ll find a welcoming culture and many internal volunteering and social networks to join. Our diversity, inclusion and social activities involve 12 employee networks including LGBTQ+ & Allies, mental health, disability & neurodiversity inclusion and many more, as well as health & wellness initiatives and sports events (we even sponsor the London Marathon).


We are open to all and treat applications equally, regardless of ethnicity, disability, gender identity, gender reassignment, age, sexual orientation, or beliefs.


If you are an applicant who needs a reasonable accommodation due to Disability or Neurodiverse Condition to complete an employment application, or during any phase of the hiring process, please contact us at vimal.chandran1@tcs.com with the subject line: “Reasonable Accommodation Request”.


Due to a high volume of applications, we will be unable to contact each applicant individually on the status of their application. If you have not received a direct response within 30 days, then it should be deemed unsuccessful on this occasion.



Join us and do more of what matters. Apply online now.