CCaaS Technical Design Consultant - Contract Dates of tenure: 1st April 2026 - 29th January 2027 The CCaaS Technical Design Consultant will play a central role in shaping the Solution Design Document for the CCaaS delivery, ensuring it is robust, coherent, and aligned with HMRC s architectural direction. Working closely with HMRC Architecture teams, the role will traverse organisational and programme boundaries to ensure the design remains consistent with enterprise principles and integrates effectively with adjacent deliveries such as CRM and other dependent platforms. They will ensure that solution designs for CCaaS and its integration layers are aligned with enterprise architecture and programme objectives. The role will proactively identify design risks, support mitigation activity, and provide handson input into documentation, governance, and assurance processes. This includes ensuring that all design artefacts progress through the appropriate HMRC technical design governance routes and meet required standards before approval. Once design artefacts are approved, the architect will remain engaged throughout the delivery lifecycle. They will work closely with network, integration, and data architects to drive successful implementation, helping to resolve technical issues as they arise and ensuring that the solution delivered remains faithful to the agreed design. Their ongoing presence will support problem solving, crossteam alignment, and smooth progression through build, test, and transition activities. Acting as a trusted technical adviser across solution streams, they will collaborate with HMRC s design authority, contributing expertise to support decision making and maintain design coherence across the programme. Further background information on the wider programme context is available in the public domain via Omni-Channel Contact Centre as a Service (CCaaS) Find a Tender We will need to see strong evidence of the following essential criteria in your CV in order for you to be successful in your application. Essential Criteria: Architecture, Governance and Delivery Experience Demonstrable experience working on complex digital or technology programmes, with a strong understanding of working with different delivery groups, architectural forums, governance routes, assurance processes, and design patterns, including progressing designs through formal approval stages. CCaaS and Enterprise Solution Architecture Expertise Proven experience operating as a senior Solution Architect on largescale contact centre programmes, with handson exposure to CCaaS platforms and vendors aligned to the scope of HMRC s CCaaS procurement [hyperlink in job description], and a solid understanding of CCaaS integration across CRM, networks, integration layers, data platforms, and dependent enterprise services. Design Leadership and Delivery Alignment Significant experience producing and contributing to Solution Design Documents and associated artefacts, working collaboratively with accountable architects and delivery teams, and remaining engaged postapproval to support build, test, and transition while ensuring implementation aligns with approved designs. Risk, Dependency and CrossDomain Management Strong ability to identify architectural and technical risks early, raise them through appropriate forums, and support mitigation, including close collaboration with network, integration, and data architects to address crosscutting issues and unblock delivery challenges. Advisory Capability, Stakeholder Engagement and Ways of Working Demonstrable experience acting as a trusted technical adviser within complex, multiteam and multisupplier environments, with strong stakeholder management skills, the ability to clearly communicate complex technical concepts and tradeoffs to nontechnical audiences, and a track record of producing highquality architectural documentation suitable for corporate governance and assurance.