Contact Centre Architect

1 month ago

London, United Kingdom Brillio Europe Full time
Contact Centre Architect Job Description

We are seeking a highly experienced Contact Centre Architect to join our team at Brillio Europe. As a Contact Centre Architect, you will play a key role in designing and implementing next-generation contact centre solutions that drive business growth and customer satisfaction.

Key Responsibilities:
  • Conduct current state assessments of existing contact centre solutions across multiple geographies, business units, and brands.
  • Develop and implement future state visions for contact centre solutions, including technical solutions, integrations, business rules, and financial modelling.
  • Lead programme planning, costing, and definition for contact centre transformations, including high-level and low-level Gantt charts.
  • Collaborate with cross-functional teams to define business cases and secure approvals for contact centre transformations.
  • Drive geographically diverse teams to deliver contact centre transformations on time and within budget.
Requirements:
  • 15+ years of experience in contact centre transformation, with at least 5 years of experience in contact centre architecture.
  • Expertise in contact centre solutions, including AWS Connect, Genesys, Five9, Avaya, and Contact Centre As A Service.
  • Strong business acumen, with experience in strategic consulting and financial business case development.
  • Ability to drive change and lead cross-functional teams to deliver complex projects.
  • Practical experience in contact centre transformation, with a proven track record of delivering successful projects.
What We Offer:
  • A competitive salary and benefits package.
  • The opportunity to work with a leading company in the contact centre industry.
  • A dynamic and supportive team environment.
  • The chance to work on high-profile contact centre transformation projects.

Please note that this job description is subject to change, and the company reserves the right to modify or withdraw the job at any time.

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