Are you a Solution Architect with a passion for designing intelligent, scalable digital ecosystems that transform customer experience and operational performance? Do you thrive at the intersection of technology, operations, and commercial value, shaping solutions that solve real business problems?
At Ventrica, we’re building the next generation of customer operations — and we’re looking for a Solution Architect to play a pivotal role in that journey.
In this role, you’ll own the end‑to‑end solution architecture for digital and blended customer contact solutions, working across Sales, Delivery and Operations. You’ll lead discovery, architect future‑proof solutions, validate technical feasibility, and act as the technical authority throughout the sales and solution lifecycle. You’ll also be a trusted partner to our Clients, helping them reimagine how technology can elevate customer journeys and agent experience at scale.
If you enjoy shaping complex solutions, influencing senior stakeholders, and turning ambition into executable design, we’d love to talk.
What You’ll Be Doing
End‑to‑End Solution Architecture
* Own the architectural design of blended customer contact solutions with a strong focus withing Zendesk & Amazon Connect, ensuring they integrate seamlessly into operational environments
* Design scalable, secure, and resilient solutions that optimise customer journeys, remove friction, reduce waste, and enhance agent productivity
* Ensure solutions align with both Client objectives and Ventrica’s operating model
Discovery & Operating Model Design
* Lead and/or support client discovery workshops, mapping customer journeys, processes, data flows, and operational constraints
* Translate business challenges into clear architectural designs and solution blueprints, spanning people, process, and technology - focus within Zendesk technologies. Must have deep knowledge of Zendesk suite of products
* Contribute to broader target operating model design, identifying where digital solutions unlock value within BPO and contact centre environments - deep technical understanding of Twilio & Amazon Connect will help significantly
Pre‑Sales & Commercial Support
* Act as the Zendesk technical authority within the sales cycle, partnering closely with Account Executives
* Shape solution narratives, value propositions, and blended proposals that clearly articulate business and CX outcomes within the Zendesk ecosystem
* Scope, design, and deliver compelling product and solution demonstrations aligned to Client needs
* Support contract discussions with strong technical, digital, and operational insight
Technical Assurance & Delivery Collaboration
* Validate the technical feasibility, cost, and delivery approach of proposed Zendesk solutions
* Work closely with Delivery and Operations teams to ensure architectural integrity from design through implementation
* Support RFI/RFP responses with high‑quality, value‑led digital and architectural content
Partner & Ecosystem Engagement
* Build strong working relationships with partners technical and commercial teams
* Stay current on platform capabilities and roadmap, leveraging partner expertise to strengthen solution design
* Contribute to the evolution of Ventrica’s solution standards, patterns, and best practices
What You Bring to the Role
Experience & Expertise
* Proven experience with hands on designing end‑to‑end digital solutions that deliver measurable CX and operational outcomes with Zendesk and Amazon Connect
* Strong hands‑on experience with CX and Contact Centre technologies
* Experience with partners such as Zendesk, Stylo, Cloudset, Unbabel, agnoStack, Twilio and/or Amazon Connect is highly valued
Architectural & Commercial Strength
* Demonstrated ability to translate complex business requirements into robust, future‑proof technical architectures in Zendesk
* Strong consultative selling capability — able to engage Clients, challenge constructively, and design solutions that deliver real value
* Experience scoping, leading, and executing solution and product demonstrations
Stakeholder & Communication Skills
* Excellent relationship‑building skills, from operational teams through to senior and C‑suite stakeholders
* Confident communicator, able to present complex architectures clearly through diagrams, documentation, and executive‑level presentations
* Seen as a trusted advisor, not just a technical expert
CX & Operational Insight
* Strong understanding of Customer Experience strategy, CX technologies in particular Zendesk & Amazon Connect, and how digital solutions operate within broader business systems
* Outstanding problem‑solving skills, with the ability to align business outcomes to technical solutions
Preferred Experience
* Knowledge across a broad digital and CX technology landscape
* Experience within BPO and/or Contact Centre environments, including target operating model design
* Background designing enterprise‑scale, multi‑faceted solutions in fast‑paced, customer‑focused organisations
* Proven collaboration across Sales, Solution, Delivery, and Operations teams
* Comfortable operating in a dynamic, high‑growth environment, balancing strategic thinking with hands‑on execution
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