At a Glance
- Tasks: Design and evolve our global cloud contact center solutions using AI and digital channels.
- Company: Join a forward-thinking company focused on innovative customer experiences.
- Benefits: Competitive salary, flexible work options, and opportunities for professional growth.
- Other info: Be part of a dynamic team driving innovation in customer engagement.
- Why this job: Shape the future of customer service with cutting-edge technology and collaboration.
- Qualifications: Experience in contact center architecture and cloud platforms is essential.
The predicted salary is between 70000 - 90000 £ per year.
We’re looking for a Solutions Architect to shape and evolve our global cloud contact center ecosystem. You’ll play a key role in designing scalable, resilient, and future-ready solutions across voice, digital, and AI-driven channels. This is a highly collaborative role where you’ll work closely with business leaders, engineers, and vendors to improve customer experience and operational performance.
Architecture & Strategy
- Design and own end-to-end architecture for our cloud contact center platform (CCaaS).
- Ensure solutions are scalable, secure, and aligned with business goals.
- Lead architecture reviews and guide technical decision-making.
Collaboration & Delivery
- Translate business needs into practical, scalable solutions.
- Partner with engineering, infrastructure, and vendors to deliver outcomes.
- Support implementation planning and continuous improvements.
Innovation & Transformation
- Evaluate new technologies (AI, automation, analytics, digital channels).
- Identify opportunities to enhance customer and agent experience.
- Contribute to the long-term roadmap and modernization strategy.
Advisory & Leadership
- Act as a trusted advisor to stakeholders.
- Proactively identify risks and recommend solutions.
- Influence the future direction of the contact center ecosystem.
What we look for
Required
- Proven track of experience in contact center solution architecture, platform design, and supporting enterprise contact center environments in multiple regions.
- Hands-on experience with cloud contact center platforms (e.g. NICE – our current platform, Amazon Connect, Genesys Cloud).
- Strong understanding of IVR (interactive voice response), ACD (automatic call distribution), VoIP, Omnichannel routing, and unified communications.
- Experience with APIs, SIP, and integrations.
- Familiarity with reporting, analytics, and workforce management tools.
Preferred
- Bachelor’s degree in computer science, Information Technology, Engineering, or a related field.
- Overview of cloud telephony services.
- Exposure to AI, automation, or digital engagement platforms.
Solutions Architect – Contact Center (Cloud & AI) in Manchester employer: Johnson Controls, Inc.
Join us as a Solutions Architect in our dynamic and innovative environment, where collaboration and creativity are at the heart of our work culture. We offer competitive benefits, continuous professional development opportunities, and a chance to shape the future of our global cloud contact center ecosystem. Located in a vibrant area, our company fosters a supportive atmosphere that encourages growth and embraces cutting-edge technologies, making it an excellent place for those seeking meaningful and rewarding employment.
