Role Overview
We are seeking an experienced
Voice Solutions Architect
to lead the end-to-end design, delivery, and implementation of enterprise voice solutions. The role will focus on IVR, cloud-based contact centres, and intelligent call routing, ensuring cost-effective, user-centric, and compliant solutions. This position requires strong stakeholder engagement, vendor coordination, and the ability to translate business requirements into robust technical designs within regulated environments.
Key Responsibilities
* Design, project manage, and implement enterprise voice solutions including IVR, cloud contact centres, and call routing.
* Consult with cross-functional business units to deliver scalable and cost-effective solutions.
* Lead migrations of contact centres from legacy platforms to
Genesys Cloud solutions
.
* Manage the disentanglement and re-design of Consumer Healthcare voice services, including shared services, contact centre, and corporate voice applications.
* Oversee migration of global Finance and IT support services from
Avaya
to
AWS Connect platforms
.
* Integrate
Salesforce
and
ServiceNow
CRM systems with Genesys Cloud contact centres.
* Drive development of Customer Experience Solutions across the UK, Ireland, and Europe.
* Sell and promote a wide portfolio of services, including:
* Contact Centre Access (CCA):
Inbound geographic / non-geographic access numbers and management portals.
* Hosted Services:
N-IVR, Network Contact Manager (NCM) using Genesys Voice Portal and Cisco ICM.
* Cloud Services:
Flexible Contact Centre (FCC) via Enghouse, Managed Contact Centre (MCC) using Cisco/Genesys platforms.
* Tailored Services:
Managed Contact Centre Premium (MCCP) via Cisco UCCE/UCCX, Avaya ACM/AACC/Elite, and Genesys.
* Consistently achieve and exceed annual delivery and revenue targets.
* Build strong business relationships through
channel and partner development
.
* Develop sales pipeline ensuring sustainable revenue growth and future opportunities.
* Deliver presentations and marketing collateral to raise awareness of Customer Contact Solutions internally and externally.
Key Skills & Experience
* Proven expertise as a
Solutions Architect / Lead Architect
in enterprise voice and contact centre solutions.
* Hands-on experience with
Genesys Cloud, Avaya, Cisco UCCE/UCCX, AWS Connect
, and related technologies.
* Strong background in
IVR design, intelligent routing, and CRM integration
(Salesforce, ServiceNow).
* Experience working in
regulated environments
(pharmaceutical sector highly desirable).
* Demonstrated ability in
stakeholder engagement, vendor management, and project leadership
.
* Track record of delivering large-scale voice solution migrations and exceeding targets.