About Billigence
Billigence is a boutique data consultancy with global reach, transforming the way organisations work with data. We design, tailor, and implement advanced Business Intelligence solutions that create measurable value across cloud analytics, data governance, data architecture, data warehousing, visualisation, AI & ML Ops, data modelling, and more. Headquartered in Sydney, Australia, with offices worldwide, we help clients streamline processes, remove inefficiencies, and adopt scalable analytics cultures.
About the Role
We are expanding our UK capability and looking for a Solution Architect who can lead the design of an enterprise-grade Amazon Connect environment. This role suits someone who combines deep cloud contact-centre expertise with structured solution design and the ability to influence business and technology stakeholders.
What You’ll Do
* Architect the full Amazon Connect environment including queues, routing, automation flows, and customer experience pathways.
* Define how systems connect into the platform: CRMs, workforce management, ticketing, analytics, vendor products, and API-based services.
* Partner with solution vendors to ensure cohesive end-to-end design and technical alignment.
* Produce architectural artefacts including integration maps, sequence diagrams, technical specifications, and deployment patterns.
* Advise on best-practice contact-centre operating models and configuration patterns.
* Engage stakeholders across business, operations, technology, and external suppliers to drive clarity and alignment.
* Oversee governance around configuration, change control, and technical quality.
* Support workshops, design reviews, and early-stage planning sessions, both remotely and on-site.
What You’ll Need
* Proven experience designing Amazon Connect–based contact-centre solutions at scale.
* Strong background in cloud integration patterns, preferably AWS-native.
* Solid understanding of IVR design, queue structures, routing logic, call flows, and omni-channel workflows.
* Experience integrating external platforms such as CRM, WFM, analytics, case management, and telephony carriers.
* Ability to communicate architectural decisions clearly across technical and non-technical groups.
* Strong documentation and solution-governance skills.
* Practical, delivery-focused mindset with the ability to balance innovation and feasibility.
* Willingness to attend in-person workshops in the UK once per month if based nearshore.
Inclusion and Equal Opportunities
Billigence is an equal opportunity and inclusive employer, committed to creating an environment where everyone can thrive. We welcome applicants without regard to race, ethnicity, gender identity or expression, sexual orientation, neurodiversity, disability, age, parental or veteran status.