Solutions Architect - CcaaS in London

At International SOS, we are in the business of protecting and saving lives. For 40 years, we have delivered customised security risk management, health, and wellbeing solutions to organisations worldwide. With a presence in 90 countries and a team of nearly 13,000 experts, we provide 24/7 support to help organisations fulfil their Duty of Care responsibilities. Now, we’re looking for talented individuals to join our team and make a difference.

Purpose of Job: H3S Digital Assistance is seeking an experienced Solutions Architect specializing in Contact Center as a Service (CCaaS) with strong integration expertise to design, deliver, and support scalable end-to-end customer engagement solutions. This role is responsible for architecting holistic solutions that seamlessly connect CCaaS, CPaaS, bespoke CRM integrations, and Digital platforms, enabling consistent omnichannel customer experiences across voice and digital touch points within multiple domains and operational workflows. The ideal candidate combines deep CCaaS platform knowledge with strong integration and API design skills, and serves as a trusted technical advisor. Responsible for maintaining architecture standards, bridging business requirements and technical execution, working closely with Product Directors, Product Managers, technology teams and delivery teams. Past experience with a Contact Center Solution required.

Essential Job Duties and Responsibilities:

• CCaaS Solution Architecture: Lead the design of end-to-end customer engagement solutions using NICE CxOne as the core CCaaS platform. Architect integrated CCaaS and CPaaS solutions, enabling use cases such as outbound notifications, proactive engagement, and digital-first journeys. Design omnichannel customer flows across voice, digital voice, SMS, chat, email, and other messaging platforms.
• NiCE inContact Platform Expertise: Configure and optimise NICE CxOne capabilities, including studio workflows, digital channels, routing strategies. Lead integration design and deployment for NiCE with a case management system. Support platform governance across environments (DEV, UAT, PROD), releases, and upgrades. Advise on best practice for scalability, high availability, and security.
• CPaaS Integration & Orchestration: Consider, design and implement CPaaS integrations (e.g. SMS, WhatsApp, Digital Voice/VOIP) that complement CCaaS workflows. Enable event-driven and API-based orchestration between CPaaS, CCaaS, CRM, Digital Applications, and downstream systems. Ensure consistent customer context and interaction history across all engagement channels.
• CRM & Bespoke Integrations: Architect custom integrations between NICE CxOne, Case Management System (CRM), and CPaaS platforms where applicable. Enable capabilities such as CTI, screen pop, customer data synchronisation, and reporting.
• Stakeholder Engagement: Engage with stakeholders across the organization to understand business requirements, communicate architectural decisions, and gain buy-in for strategic initiatives.
• Technology Innovation: Stay abreast of emerging technologies, trends, and industry developments, evaluating their potential impact on the organization and driving innovation through the adoption of new tools and methodologies.
• Delivery Enablement & Documentation: Produce solution architecture diagrams, integration specifics, and configuration documentation. Support delivery teams during implementation and testing. Promote reusable patterns and standards for CCaaS and CPaaS integrations.
• Cross-Functional Collaboration: Collaborate with cross-functional teams including software development, data science, UX/UI design, and product management to deliver integrated digital solutions that meet business needs.
• Risk Management: Identify potential risks and vulnerabilities associated with digital solutions, implementing proactive measures to mitigate security, privacy, compliance, and regulatory concerns.
• Digital Technology Strategy: Participate in building the digital technology strategy with Digital CTO, H3S CPO, Director, Products, H3S Head of Engineering and other architects.

Qualifications:

• Required Skills and Knowledge: Proven experience of at least 7+ years in solutions engineering, or system integrations with a strong focus on customer engagement solutions. Hands-on experience implementing Nice CxOne and/or Genesys in production environments, desired. Experience integrating CCaaS and CPaaS platforms for end-to-end customer journeys, is a plus. Experience with bespoke CRM integrations and Digital Application integrations, using APIs and event-based architecture. Good product understanding and knowledge of product lifecycle. Expertise in cloud technologies (e.g., AWS, Azure, Google Cloud), microservices architecture, APIs, DevOps practices, and agile methodologies. Knowledge of web development or mobile app development, business modeling, database concepts and project management - preferably using Agile Development Methodologies. Good oral, written and presentation skills, with ability to organize and present technical material in an easily understood manner. Strong problem-solving skills and willingness to roll up one’s sleeves to get the job done. Experience working in a multi-cultural international organization is a plus. Working knowledge of product development architecture. Excellent knowledge of User Centered Design principles & design quality standards.
• Required Qualifications: Bachelor’s or Master's degree in Computer Science, Information Technology, or related field. Certifications such as TOGAF, AWS Certified Solutions Architect, or equivalent are highly desirable.
• Required Languages: English to a very high standard written and oral.
• Travel / Rotation Requirements: Occasional travel will be required as dictated by business need.

By joining International SOS, you will contribute to a global network dedicated to protecting people and organisations. We offer a dynamic and respectful workplace where expertise, innovation, and collaboration drive our success.