At a Glance
- Tasks: Design and deliver innovative customer engagement solutions using cutting-edge CCaaS technology.
- Company: Join International SOS, a global leader in health and security solutions.
- Benefits: Dynamic workplace, career growth, and the chance to make a real impact.
- Other info: Collaborate with diverse teams and stay ahead of tech trends.
- Why this job: Be part of a mission-driven team that protects lives worldwide.
- Qualifications: 7+ years in solutions engineering with expertise in CCaaS and integration.
The predicted salary is between 70000 - 90000 £ per year.
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.
Solutions Architect - CcaaS in London employer: International SOS
International SOS is an exceptional employer that prioritises innovation and employee development, making it an ideal place for professionals looking to make a significant impact in knowledge management and AI-driven content. With a collaborative work culture and a commitment to continuous learning, employees are empowered to grow their skills while contributing to enhancing agent and customer experiences in a dynamic global environment. Located in a vibrant setting, the company offers unique opportunities to engage with diverse teams and drive meaningful change in the healthcare and safety sectors.
StudySmarter Expert Advice🤫
We think this is how you could land Solutions Architect - CcaaS in London
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what International SOS values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges International SOS might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at International SOS!
✨Direct Apply to International SOS
Let's not forget to apply directly through the International SOS website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Solutions Architect - CcaaS in London
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at International SOS.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at International SOS. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at International SOS
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
