As a Senior Customer Solutions Design Manager (Contact Centre Specialist), you will lead consultancy‑led discovery and translate customer outcomes into deliverable contact centre solutions.
You will shape end‑to‑end designs across CCaaS/on‑prem contact centre, WFM/WEM, quality/recording/analytics, and integration into customer platforms—balancing experience, operational performance, security and cost.
Working with sales, delivery, operations and partners, you will provide design authority, strong governance and clear documentation to ensure successful delivery, adoption and measurable benefits.
What You’ll Be Doing
* Lead discovery and design workshops to define customer journeys, channel strategies, volumes, locations, operating models, and success measures (e.g. NPS, SLA, retention, revenue).
* Own end‑to‑end solution design for contact centre capabilities (CCaaS and on‑prem), including routing/IVR, digital channels, knowledge, reporting, and analytics.
* Design and assure WFM/WEM approaches (forecasting, scheduling, intraday management, quality, recording, and speech analytics) to drive adoption and measurable operational outcomes.
* Define integration patterns and data flows (e.g. CRM/ITSM, identity, reporting/BI) and ensure designs meet non‑functional requirements such as security, resilience, performance, and compliance.
* Produce high‑quality design artefacts and governance outputs, including options, assumptions, risks, HLD inputs, acceptance criteria, transition plans, and service wrap.
* Act as design authority throughout delivery, supporting change control, issue resolution, testing, cutover planning, and operational readiness.
* Partner with commercial and bid teams to shape costed solutions, run demonstrations, and support proposals and customer presentations.
* Build and maintain strong stakeholder relationships, including C‑suite sponsors, to drive decisions, manage escalations, and lead service recovery where required.
* Coach and mentor colleagues, developing reusable assets, standards, and ways of working to improve the quality and speed of solution design.
* Drive continuous improvement and benefits tracking post‑implementation to maximise value realisation and customer advocacy.
Essential Skills / Experience
* Contact centre solution design: customer journeys, routing/IVR design, channel strategy, non‑functional requirements and design governance.
* Platform expertise evidenced in CV e.g. Genesys, Cisco, CCaaS (to multi‑clients) alongside on prem instances of complex contact centres
* Consultancy‑led engagement: facilitation of workshops, diagnosing capability gaps, and translating insights into pragmatic roadmaps and compelling tender responses / business cases.
* Senior stakeholder management and communication: able to influence executive sponsors and align multi‑disciplinary teams to outcomes.
* Pre‑sales and bid support: solution demonstrations, proposals/RFPs, and shaping options that balance experience, operational needs and commercial constraints.
* People leadership: building inclusive, high‑performing teams; coaching, mentoring and developing capability across matrix environments.
Desirable Skills / Experience
* WFM/WEM leadership: forecasting, scheduling and intraday management; plus quality, recording and speech analytics to drive coaching and performance.
* Customer governance and value realisation: VoC/NPS frameworks, benefits tracking, health scoring, escalation management and service recovery.
Our Package
Tailored benefits make a real difference. That’s why we offer a comprehensive range to support your growth, wellbeing, and everyday life.
You can design the package to suit you and your lifestyle. Your core benefits include:
* 15% on target annual bonus
* Car Allowance
* 25 days Holiday
* Private Health Care
* Market‑leading paid carers leave with up to 2 weeks off
* Equalized maternity, paternity, and adoption leave – 18 weeks’ full pay and 8 weeks’ half pay
* Discounted EE and BT products, including mobile and broadband
* Market leading Pension scheme – 5% from you and 10% from us
* Holiday purchase scheme
You can select additional benefits, including healthcare, dental, gym memberships and more when you’re ready.
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