At a Glance
- Tasks: Design and evolve our global cloud contact centre solutions with cutting-edge technology.
- Company: Join Johnson Controls, a leader in energy efficiency and innovative building systems.
- Benefits: Enjoy competitive pay, flexible working options, and opportunities for professional growth.
- Other info: Collaborative environment with a focus on innovation and career advancement.
- Why this job: Shape the future of customer experience using AI and cloud technology.
- Qualifications: Experience in contact centre 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.
What you will do
- 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.
About Us
Johnson Controls, a global leader in thermal management, mission-critical building systems, energy efficiency, and decarbonization, helps customers use energy more productively, reduce carbon emissions, and operate with the precision and resilience required in rapidly expanding industries such as data centers, healthcare, pharmaceuticals, advanced manufacturing, and higher education. For more than 140 years, Johnson Controls has delivered performance where it really matters. Backed by advanced technology, lifecycle services and an industry-leading field organization, we elevate customer performance, turn goals into real-world results and help move society forward.
Solutions Architect – Contact Center (Cloud & AI) employer: Johnson Controls
At Johnson Controls, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation. As a Solutions Architect in our cloud contact center team, you'll benefit from extensive professional growth opportunities, competitive compensation, and a commitment to sustainability in a hybrid work environment. Join us in shaping the future of customer experience while working alongside industry leaders in a company dedicated to making a positive impact on society.
StudySmarter Expert Advice🤫
We think this is how you could land Solutions Architect – Contact Center (Cloud & AI)
✨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 Johnson Controls 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 Johnson Controls 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 Johnson Controls!
✨Direct Apply to Johnson Controls
Let's not forget to apply directly through the Johnson Controls 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 – Contact Center (Cloud & AI)
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 Johnson Controls.
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 Johnson Controls. 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 Johnson Controls
✨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.
