CCaaS CoE Solution Architect

Location: Greater London

About the job you’re considering

The CCaaS Solution Architect will be responsible for leading pre-sales activities, creating technical solutions, and managing the design and implementation of CCaaS solutions for our clients. You will work directly with both public and private sector customers to understand their specific business needs and ensure that the proposed solutions meet their customer experience and operational requirements. The role requires expertise across various CCaaS technologies, including telephony, integration, data security, and operational service systems, as well as a deep understanding of the strengths and weaknesses of different CCaaS cloud vendors.

NiCE CXone is the primary platform for this role: you will be the technical authority on CXone across voice, digital channels, workforce engagement management (WEM), analytics, and AI and automation, supporting clients from pre-sales through implementation and operational handover.

Your role

Pre-Sales Leadership
• Collaborate with sales teams and customers to understand their business requirements, technical needs, and service goals.
• Design tailored CCaaS solutions to address customer challenges and enhance customer experiences.
• Own the technical solution response for RFPs, RFIs and bids, including solution design, assumptions and commercial inputs.
• Conduct architectural assessments and define roadmaps, business cases and transformation strategies.
• Lead client demonstrations, proofs of concept and executive presentations, including NiCE CXone demonstrations and storytelling.

Solution Architecture
• Oversee technical validation to confirm the feasibility and alignment of solutions with customer objectives.
• Design end-to-end CCaaS solutions to ensure scalability, security, and performance. Also, to ensure solutions align with enterprise architecture frameworks, leveraging reusable patterns and future-proof designs.

NiCE CXone Solution Design
• Design end-to-end NiCE CXone solutions across voice, digital channels, workforce engagement management (WEM), analytics, and AI and automation. Also design CXone WFM, quality management and interaction analytics solutions that support performance improvement and measurable CX outcomes.
• Architect AI-enabled customer service using NiCE and Cognigy capabilities, including agent assist, conversational AI and agentic AI.
• Define CXone routing, IVR and omnichannel engagement designs aligned to customer journeys ,operational requirements; implementation standards and best practices for CXone, and mentor consultants, engineers and developers in applying them.

Vendor Agnostic Expertise
• Demonstrate expert-level knowledge of NiCE CXone (mandatory) alongside working experience of at least two other major CCaaS vendors (e.g., Genesys Cloud, Amazon Connect, Five9, Content Guru, Odigo, Twilio Flex and awareness of the broader CCaaS ecosystem including vendors providing capabilities such as call recording, call assurance, natural language IVR, translation services, transcription, centralised management, audit and related CCaaS AI capabilities.

Integration & Data Security
• Perform risk assessments to identify and mitigate potential data security or regulatory compliance issues.
• Design solutions that adhere to data protection regulations such as GDPR, PCI-DSS or ISO 27001.Network Architecture & Telephony Protocols
• Apply a strong understanding of network architecture to design and optimise CCaaS implementation
• Ensure solutions leverage appropriate telephony protocols such as SIP, VoIP, and WebRTC for seamless communication and also collaborate with network teams to resolve connectivity challenges and ensure robust performance.

Migration & Delivery Management
• Plan and execute CCaaS migration…