CCaaS Application Architect - UK

CCaaS Application Architect - UK

Full-Time 43200 - 72000 £ / year (est.) No home office possible
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At a Glance

  • Tasks: Design and engineer complex Contact Center applications for major clients.
  • Company: Eventus is a top-rated implementation partner, known for innovation and growth.
  • Benefits: Enjoy remote work, competitive rewards, and professional training in a fun culture.
  • Why this job: Join a collaborative team that values diversity and drives global innovation.
  • Qualifications: 10+ years in Contact Center environments; expertise in CXone, Genesys Cloud, or Amazon Connect required.
  • Other info: Opportunity to work with talented peers and lead impactful projects.

The predicted salary is between 43200 - 72000 £ per year.

Location: Remote – United Kingdom (must be able to work Eastern Standard Time hours)

Travel: Ability to travel up to 20%

Reporting to: Sr. Director

Eventus was named the 2024 winner of the Top Certified Implementation Partner by NICE!

Are you a CCaaS Application Architect with a solid understanding of software development and the CXone, Genesys Cloud or Amazon Connect platform? If you love solutioning for enterprise Clients and you have a passion for helping our customers solve for omnichannel, self-service IVR, routing, etc., this is the perfect challenge for you!

Your expertise and knowledge will allow you to push platforms to the limit and transcend Client expectations. As a CCaaS Application Architect, you will engineer and design the most complex Contact Center applications imaginable for some of the largest companies in the world. You are the SME who understands operational impacts of technology decisions and can easily explain to both technical and non-technical stakeholders the importance of technology and the impacts to the business.

You will manage project initiatives, address digital transformation goals, and business priorities. You will work directly with Clients and manage Eventus engineers to ensure the solution meets client and Eventus quality standards. You will also roll up your sleeves and dive headfirst into the code to help the development team with complex problems. You will work autonomously as well as with a team of engineers, sales folks, Clients, and other industry leaders. If you are a seasoned CCaaS Application Architect looking for the next challenge, let us know and apply today.

What We’re looking for:

  • Bachelor’s degree in computer science, IT, or engineering or equivalent experience
  • 10+ years’ experience in Contact Center and UC environments
  • 5 or more years of experience with software architecture and design with the CXone, Genesys Cloud or Amazon Connect platform. Past titles may include Solutions Architect, Systems Architect, Technical Architect.
  • Experience must include:
  • Defining overall CXone, Genesys Cloud or Amazon Connect Application architectures including (but not limited to) networks, WFM, quality, AI tools, ACD, CRM Integrations and IVR
  • Creating designs that provide for effective maintenance, scalability, and upgradability such that they can be built by on or offshore engineers
  • Work effort estimations
  • Enterprise ACD, CTI and IVR experience including management of system limitations (threads, memory, etc.)
  • API integrations and Web service experience including authentication and synchronous/asynchronous designs
  • Management of implementation being performed by engineers including code reviews, troubleshooting, requirements management and integrations
  • Ability to roll up sleeves and dive into the code as needed, lead code reviews and fix issues as needed
  • Ability to create designs that leverage legacy/on-premises solutions and CCaaS systems
  • Ability to create customizations to work around system limitations or cost issues
  • Experience with on-premise to Cloud migration and the technical challenges and implications.
  • Enterprise migration experience (1,000+ agent seats)
  • Hands-on experience with coding languages such as JavaScript, Python, Java, C++ is a plus
  • Network infrastructure experience is a plus
  • Experience with devops and CICD concepts including configuration-as-code, source code management (e.g. Github) and automated pipelines (Jenkins, Azure Devops, AWS CloudPipeline, etc.) is a plus
  • Excellent written communication including leading whiteboard sessions, technical design sessions, developing architecture and network diagrams, technical flow designs and more

Additional Responsibilities:

  • Build actionable and achievable CCaaS transformation plans including specifying legacy system changes needed or recommended.
  • Define and build tools and libraries to augment CCaaS vendor capabilities (customizations, configurations, testing, code-reuse, etc.)
  • Creating sales demos within Eventus lab environments
  • Serve as escalation point on client testing and troubleshooting as required.
  • Lead RCA activities as required to resolve delivery or production issues.
  • Create and lead executive sales and delivery discussions including the creation of PPTs or other required facilitation documents.
  • Contribute to project and solution proposals, estimate delivery timelines and support RFP responses
  • Lead POC activities as required for sales or project deliveries.

Why you’ll love it here:

Together we are better! - The core of the team is you and we celebrate the uniqueness each team member brings to the table. Our differences make us better and drive innovation globally. With over 500 successful projects delivered, our culture and unique business model have landed us on the top of the INC 500 list of the nation’s fastest growing private companies.

With Eventus you can expect:

  • Entrepreneurial and collaborative environment
  • Competitive total rewards program
  • Comprehensive benefit plans
  • Professional training opportunities
  • Engaging and fun culture
  • Big business ambition with small company values
  • Opportunity to work with industry-leading, talented peers

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

CCaaS Application Architect - UK employer: Eventus Solutions Group

Eventus is an exceptional employer, offering a dynamic and collaborative remote work environment that fosters innovation and celebrates diversity. With a competitive rewards programme and comprehensive benefits, employees are empowered to grow professionally while working alongside industry-leading peers on transformative projects for major clients. Join us in a culture that values entrepreneurial spirit and small company values, making every contribution meaningful and impactful.
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Contact Detail:

Eventus Solutions Group Recruiting Team

StudySmarter Expert Advice 🤫

We think this is how you could land CCaaS Application Architect - UK

✨Tip Number 1

Familiarise yourself with the CXone, Genesys Cloud, and Amazon Connect platforms. Understanding their functionalities and how they integrate with contact centre applications will give you a significant edge during interviews.

✨Tip Number 2

Showcase your experience in managing complex projects and leading teams. Be prepared to discuss specific examples where you've successfully navigated challenges in digital transformation or client management.

✨Tip Number 3

Brush up on your coding skills, particularly in languages like JavaScript, Python, and Java. Being able to demonstrate your hands-on coding experience can set you apart from other candidates.

✨Tip Number 4

Prepare to discuss your approach to creating scalable and maintainable application architectures. Highlight any past experiences where your designs have led to successful implementations or improvements in system performance.

We think you need these skills to ace CCaaS Application Architect - UK

CCaaS Application Architecture
CXone, Genesys Cloud or Amazon Connect expertise
Software Development
API Integrations
IVR Design and Implementation
Enterprise ACD and CTI Management
Project Management
Technical Communication
Code Review and Troubleshooting
Legacy System Integration
Cloud Migration Experience
Hands-on Coding (JavaScript, Python, Java, C++)
Network Infrastructure Knowledge
DevOps and CI/CD Concepts
Technical Design Documentation

Some tips for your application 🫡

Tailor Your CV: Make sure your CV highlights relevant experience in CCaaS, software architecture, and the specific platforms mentioned (CXone, Genesys Cloud, Amazon Connect). Use keywords from the job description to align your skills with what the company is looking for.

Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for the role and your understanding of the challenges faced by enterprise clients. Mention specific projects or experiences that demonstrate your ability to solve complex problems in contact centre environments.

Showcase Technical Skills: In your application, emphasise your hands-on experience with coding languages and any relevant tools or methodologies (like devops and CICD concepts). Provide examples of how you've used these skills in past roles to achieve successful outcomes.

Highlight Communication Abilities: Since the role requires explaining technical concepts to non-technical stakeholders, include examples of your written communication skills. Mention any experience leading design sessions or creating technical documentation that illustrates your ability to convey complex information clearly.

How to prepare for a job interview at Eventus Solutions Group

✨Showcase Your Technical Expertise

Be prepared to discuss your experience with CXone, Genesys Cloud, or Amazon Connect in detail. Highlight specific projects where you designed or implemented solutions, and be ready to explain the technical challenges you faced and how you overcame them.

✨Communicate Clearly with Stakeholders

Since the role involves explaining complex technical concepts to non-technical stakeholders, practice articulating your ideas clearly. Use simple language and relatable examples to demonstrate your understanding of how technology impacts business operations.

✨Demonstrate Problem-Solving Skills

Prepare to discuss scenarios where you had to dive into code to resolve issues. Share specific examples of how you led code reviews or troubleshooting sessions, and emphasise your ability to work collaboratively with engineers to find effective solutions.

✨Understand the Business Context

Research Eventus and its clients to understand their business needs and challenges. Be ready to discuss how your architectural designs can help meet these needs, particularly in terms of scalability, maintenance, and digital transformation goals.

CCaaS Application Architect - UK
Eventus Solutions Group
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