Solutions Architect

We are proud of our reputation for combining cutting-edge tech with down-to-earth people, we have big ambitions and a clear sense of who we are.

Our culture is driven by our values: we take ownership, move fast, challenge the status quo, and learn constantly. Working at Max Contact means being stretched, you’ll be trusted with responsibility early, expected to think commercially, and encouraged to act decisively. We don’t stand still, and neither will you.

At the same time, we believe high performance only works in a safe, supportive environment. You’ll be surrounded by smart, driven people who want to see you succeed, who value openness and honesty, and who see mistakes as part of learning quickly and getting better.

We're builders, problem-solvers, and customer champions who believe in innovation with purpose, human-first technology, and delivering results that matter. You'll work alongside passionate colleagues building technology that directly impacts how thousands of businesses connect with millions of customers every day.

If you’re ambitious, curious, and excited by the idea of building something meaningful in a fast-moving tech business.

The Solutions Architect is a senior customer-facing role responsible for leading new customer implementation projects from initial discovery through to a successful go-live. You are the person who bridges the gap between what a customer needs and what the Max Contact platform can deliver — designing solutions that drive measurable value from day one.

You work directly with customers to understand their business pains, map those pains to platform features, and produce a solution design handed to the System Build team to configure. Once built, you own testing and quality assurance before handing back to the customer for go-live.

This is a hands-on, delivery-focused role. You design — you do not build — but you are accountable for the quality and completeness of what you hand off, and for the customer experience throughout.

• Lead structured discovery sessions with customers to surface business pains, objectives, and success criteria.
• Map customer requirements to Max Contact platform features and capabilities, maximising adoption of features within their contracted package.
• Produce clear solution designs — call flows, routing logic, IVR frameworks, integrations, and reporting structures — ready for handoff to System Build.
• Challenge customers constructively where their initial thinking would limit outcomes or create downstream issues.
• Identify opportunities to expand platform adoption beyond the minimum viable scope.

• Own the project plan from kick-off through go-live, ensuring delivery against agreed dates and within estimated resource hours.
• Coordinate internal handoffs between discovery, build, testing, and go-live to maintain momentum and customer confidence.
• Proactively manage scope, timeline, and risks — flagging early and resolving before they become issues.
• Ensure every project closes with a completed handover to the Customer Success team, including documented outcomes and feature adoption baseline.

• Own the testing phase: validate that the configured solution matches the approved design and meets the customer's success criteria.
• Manage the go-live process, including customer sign-off, live support during launch, and resolution of any critical issues.
• Ensure customers are set up for self-sufficiency post-go-live, with appropriate knowledge transfer and documentation completed.

• Drive feature adoption proactively throughout the implementation — a customer should be using at least 75% of features in their package at go-live.
• Define and document the customer's success outcomes before go-live, establishing a clear baseline for the CSM to measure against.
• Identify and communicate upsell or expansion opportunities identified during the implementation to the account team.

• Maintain commercial awareness of PS charges and their impact on project profitability.
• Contribute to monthly PS fee targets across your portfolio of projects.
• Identify in-flight opportunities…