Role:
Architect
Project:
Call Centre Transformation Programme
Length:
6 months min
Rate:
£625 per day (Outside IR35)
Location:
Manchester (1-2 days per week)
We're currently looking for an experienced
Architect
to join our client, one of the best loved eCom brands in the UK & Europe on a 6-month contract to help shape and deliver the technology as part of a major Call Centre Transformation Programme.
"This is a high-impact role, ideal for someone who thrives on complex data and system integration challenges, helping us create a seamless, proactive customer experience across multiple channels."
The role
Call Centre Transformation Programme
– what's the goal?
Our goal is simple:
reduce unnecessary calls & improve the post-booking experience for our customers.
Working closely with the Director of Product & Technology, you'll help us design the architecture focussed on:
* Deflecting calls through smarter data flow and proactive messaging.
* Integrating systems so customers can easily find the info they need online.
* Create a "go-to" digital experience that eliminates the need to call.
Day-to-day, you'll:
* Work closely with business and technical teams to design the target architecture.
* Map and understand the existing estate, identifying data flows and dependencies and creating the new digital experience roadmap.
* Define how customer and call centre data can be shared across platforms.
* Partner with product, engineering, and data teams to deliver scalable solutions.
Experience Required?
An experienced Technical Architect, you'll have a strong track record in contact centre transformation projects, taking disconnected systems & processes and turning them into seamless, intelligent platforms that empower customers and reduce call volumes.
In summary, it is expected you will offer:
* Strong background in solution / enterprise architecture
* Experience designing or integrating call centre | contact centre software solutions (Genesys would be highly advantageous for this role)
* Skilled in working with data architecture, data flow, and system integration
* Ability to collaborate across multiple technical and business domains
Next steps:
We are shortlisting w/c 6th October with interviews to take place within a week of shortlisting. Immediate start preferred.