Own the contact centre technology and architecture workstream, assess current landscape, define high-level target solution architecture covering CCaaS telephony, CRM, case management, IVR, routing, knowledge, reporting, data APIs, identity, security and operational support.
- Assess existing contact centre telephony, CCaaS, CRM, case, IVR, routing and knowledge management artefacts
- Define target architecture principles, capability boundaries, integration patterns and architecture decisions
- Shape build, configure and buy options, support weighted evaluation scoring and recommendation
- Identify dependencies across APIs, data flows, identity, authentication, cyber resilience and service management
- Facilitate architecture and design authority reviews and support technology direction decision gate
- Nice to have: Merchant payments or acquiring servicing
- Nice to have: AI-enabled agent assist
- Nice to have: Self-service conversational channels
- Nice to have: Responsible AI controls
- Nice to have: Vendor roadmaps
- Wellbeing apps such as Thrive and Peppy
- Mental Health Champions
- Learning for life mindset
- Access to 250,000 courses
- External certifications from AWS, Microsoft, Harvard ManageMentor, Cybersecurity qualifications
Contact Centre Solution SME Solution ArchitectNewCapgemini · London, United Kingdom
Senior Business AnalystsNewSofttest pays pty ltd · Canberra, Australia