Position: Solution Architect – Contact Centre Transformation Location: Newcastle upon Tyne, UK (Hybrid) Contract Type: Full-time Sector: Technology / Architecture / Contact Centre Transformation Overview Our client is seeking a skilled Solution Architect to lead the design and integration of modern contact centre technologies. This role is a key part of a strategic transformation initiative, involving the deployment of platforms such as Genesys Cloud CX and AWS Connect to enhance customer engagement experiences. Key Responsibilities Design and deliver robust contact centre solutions aligned with the client’s technology strategy and customer experience goals. Collaborate with cross-functional teams to turn business needs into technical architectures across voice and digital engagement channels. Develop scalable and resilient integration strategies for new and existing systems. Guide stakeholder decisions with clear architectural insights, balancing functionality, usability, and compliance. Evaluate third-party vendor solutions to ensure they align with internal standards. Maintain and evolve legacy system support while transitioning toward cloud-first environments. Participate in solution validation, testing, and post-deployment analysis. Candidate Profile Required Experience and Skills: Demonstrable experience in CCaaS solution architecture, particularly with Genesys Cloud CX and AWS Connect. Strong knowledge of cloud-based architectures, integration methodologies, and digital service design. Familiarity with Agile and SAFe frameworks and experience in digital product teams. Prior involvement with legacy systems like Verint is advantageous. Excellent communication and stakeholder engagement abilities. Structured, problem-solving approach with a strong collaborative mindset. Rewards and Benefits Competitive salary package. Generous staff travel benefits, including unlimited standby tickets and discounted fares. Internal mobility and professional development opportunities. Supportive work environment promoting innovation and continuous learning. Diversity and Inclusion Our client is committed to building a diverse and inclusive workforce. They value individuality and are dedicated to creating an environment where everyone feels respected and can thrive. Applications from all backgrounds are welcomed. Application Process To apply, follow the “Apply” button in the job listing and submit your application materials. Early applications are encouraged.