Solutions Architect

• Own global telephony & contact center target architectures: Define and maintain end‑to‑end designs for Teams Calling, NICE contact center, call routing, numbering, porting, recording/CDR, and integration patterns across regions.
• The UKI & EMEA telephony modernization architecture authority is responsible for leading the technical approach. This approach involves replacing legacy Avaya, including the decommission of ~60 Avaya devices, and delivering the proposed campus/contact center changes. These changes include desk phone removal as standard, power-user and VIP retention models, mandatory CC training, and enhanced IVR/ACD/analytics/automation capabilities.
• Contact center evolution and feature enablement involve architecting and governing advanced CC capabilities. We plan or have in-flight these capabilities. They include integrating Salesforce enhancements, implementing Presence Bi-Sync, developing omnichannel, creating QM+/quality, conducting sentiment analysis, and designing automation/self-service patterns. Examples of automation/self-service patterns are password reset self-service IVR flows and Origins integration.
• Compliance, risk, and data-flow architecture: Own the technical inputs required to satisfy multi‑region risk/compliance needs, including DPIA/LIA/ROPA/TPRA patterns, country data residency constraints, and risk items affecting schedule/solution design. Drive "secure by design" call recording and processing architectures.
• Carrier/SBC and routing design leadership involves leading carrier/provider architecture decisions. It also includes solution designs, considering constraints that require Teams and NICE migrations to occur together in certain routing models. Additionally, it requires finalizing EMEA routing designs.
• Operational reliability and ITSM guardrails: Define architecture standards for availability, survivability, monitoring, and change rigor while modernization executes-balancing "run" stability with transformation delivery.
• Executive-ready architecture artifacts: Produce reference architecture, option papers, sequencing plans, and risk statements to support business cases, funding approvals, vendor due diligence, and leadership decision forums.

Qualifications

• 10-15+ years developing enterprise telephony/voice and contact center solutions in several environments (global/multi‑region preferred).
• Demonstrated experience modernizing from legacy PBX/contact center platforms to cloud SaaS models with emphasis on routing/porting/numbering, agent workflows, and service continuity.
• You have Contact center domain depth (e.g., NICE-like platforms) including call flows, IVR/ACD, recording, QA, analytics, and CRM integration patterns.
• You have good partner communication-able to translate architecture tradeoffs into clear decisions for all kinds of audiences.
• You have operational governance and discipline; comfortable operating in environments with active risk, compliance review cycles, and change controls.

Additional Information

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