At a Glance
- Tasks: Design and enhance customer communication solutions using cutting-edge technology.
- Company: Join Rentokil Initial, a leader in customer experience innovation.
- Benefits: Enjoy competitive pay, hybrid work, and generous holiday leave.
- Other info: Opportunities for professional growth and continuous learning in cloud technologies.
- Why this job: Make a real impact on customer journeys with your technical expertise.
- Qualifications: Experience in CX architecture and familiarity with Genesys platform required.
The predicted salary is between 60000 - 80000 £ per year.
This role focuses on the architecture and technical design of our customer experience (CX) and communication solutions. Centered on the Genesys Cloud platform, the role covers all touchpoints across the customer journey, from initial contact to ongoing support, spanning voice, web, chat, and mobile. Delivering a seamless and positive CX is crucial for maintaining our market‑leading position and driving loyalty.
Main Purpose of Role
The Communications Architect plays a key role in defining and delivering the technical strategy for communication solutions.
Key responsibilities include:
- Designing and documenting solutions that are customer‑centric, scalable, and integrated across various channels.
- Selecting and integrating appropriate technologies to enhance the customer journey.
- Providing technical leadership and guidance to development teams.
- Ensuring adherence to architectural principles and standards.
- Collaborating with stakeholders to translate business needs into technical solutions that improve CX.
- Ensuring design activities follow best practice principles in line with the company architectural strategy.
Tasks & Responsibilities
- Define and maintain the technical architecture for communication and CX solutions.
- Design and document solutions for new initiatives and enhancements.
- Integrate various platforms and systems with our Genesys platform.
- Provide technical guidance and support to development teams.
- Ensure adherence to architectural principles and security standards.
- Collaborate with stakeholders across the business to gather requirements and feedback.
- Monitor and optimise the performance and effectiveness of communication solutions.
- Stay up‑to‑date on emerging technologies and trends in the CX and Genesys space.
Requirements: Personal Profile & Experience
- Proven experience as a Technical/Communications Architect for CX solutions.
- Experience with Unified Communications platforms, specifically Genesys.
- Proficiency in UML documentation, Data Modelling, and Design.
- Familiarity with Architecture frameworks (e.g., TOGAF).
Knowledge & Skills
- Education: IT‑related or relevant degree.
- Genesys Certification: Certification Genesys Cloud CX Professional, Genesys Cloud CX Architect, Genesys Cloud CX Developer.
- IVR (Interactive Voice Response): Designing menus and self‑service paths.
- ACD (Automated Call Distribution): Creating routing logic (e.g., skill‑based routing or predictive routing).
- Bot Integration: Connecting AI bots into communication flows.
- WEM & Analytics: Knowledge of Workforce Engagement Management (WEM) and reporting tools like Genesys Pulse or Performance Dashboards to measure contact centre efficiency.
- Methodology: Experience with Agile development methodologies.
- Communication: Excellent communication and interpersonal skills.
- Analytical: Strong problem‑solving and analytical skills.
Training & Role Expansion Opportunities
While the core of this role is centered on Genesys and CX architecture, Rentokil Initial provides significant opportunities for the successful candidate to expand their technical remit:
- Google Cloud Technologies: Opportunities to gain hands‑on knowledge and integrate CX solutions with Google Cloud Platform (GCP) services.
- Professional Development: Support for obtaining GCP certifications (e.g., Cloud Architect) as the role evolves to include cloud‑native communication strategies.
- Advanced Integration: Gain exposure to API management and serverless computing within a cloud‑first environment.
- Continuous Learning: Participation in industry events and conferences focused on the intersection of CX and Cloud technologies.
Benefits:
- Competitive salary and bonus scheme
- Hybrid working
- Rentokil Initial Reward Scheme
- 23 days holiday, plus 8 bank holidays
- Employee Assistance Programme
- Death in service benefit
- Healthcare
- Free parking
At Rentokil Initial, our customers and colleagues represent diverse backgrounds and experiences. We take pride in being an equal opportunity employer, actively encouraging applications from individuals from all walks of life. Our belief is that everyone irrespective of age, gender, gender identity, gender expression, ethnicity, sexual orientation, disabilities, religion, or beliefs, has the potential to thrive and contribute. We embrace the differences that make each of our colleagues unique, fostering an inclusive environment where everyone can be their authentic selves and feel a sense of belonging. To ensure that your journey with us is accessible if you have any individual requirements we invite you to communicate any specific needs or preferences you may have during any stage of the recruitment process. Our team is available to support you; feel free to reach out to joanna.sharpe@rentokil-initial.com if you need anything.
Communications Architect: Rentokil in Crawley employer: Manor Royal Business District
At Rentokil Initial, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration. Our commitment to employee growth is evident through extensive training opportunities, including support for obtaining Google Cloud certifications, and our inclusive environment ensures that every team member can thrive and contribute their unique perspectives. With competitive benefits such as hybrid working, a generous holiday allowance, and a focus on continuous learning, we are dedicated to creating a rewarding workplace for our Communications Architects and all employees.
Contact Details:
Manor Royal Business District Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Communications Architect: Rentokil in Crawley
✨Tip Number 1
Network like a pro! Reach out to folks in the industry, especially those who work at Rentokil or have experience with Genesys. A friendly chat can open doors and give you insights that might just set you apart from the crowd.
✨Tip Number 2
Show off your skills! If you’ve got a portfolio or examples of your previous work, bring them along to interviews. Demonstrating your technical prowess in CX solutions can really make you stand out as a Communications Architect.
✨Tip Number 3
Prepare for the tech talk! Brush up on your knowledge of Unified Communications and Genesys platforms. Being able to discuss how you can enhance customer journeys will show you’re not just a fit, but the perfect fit for the role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining the Rentokil team!
We think you need these skills to ace Communications Architect: Rentokil in Crawley
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Communications Architect role. Highlight your experience with Genesys and any relevant projects that showcase your skills in designing customer-centric solutions.
Showcase Your Technical Skills:Don’t forget to emphasise your technical expertise, especially in Unified Communications and architecture frameworks like TOGAF. We want to see how you can bring your knowledge to enhance our customer experience!
Be Clear and Concise:When writing your application, keep it clear and to the point. Use bullet points where possible to make it easy for us to see your key achievements and skills at a glance.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Manor Royal Business District
✨Know Your Genesys Inside Out
Make sure you’re well-versed in the Genesys Cloud platform. Brush up on its features, capabilities, and how it integrates with various communication channels. Being able to discuss specific use cases or examples from your experience will show that you’re not just familiar with the platform but can also leverage it effectively.
✨Showcase Your Architectural Skills
Prepare to discuss your experience with designing customer-centric solutions. Bring examples of past projects where you’ve documented and implemented architectural strategies. Highlight your proficiency in UML documentation and data modelling, as these are crucial for the role.
✨Communicate Like a Pro
Since this role involves collaboration with various stakeholders, practice articulating complex technical concepts in simple terms. Be ready to demonstrate your excellent communication skills by explaining how you’ve successfully gathered requirements and translated them into actionable solutions in previous roles.
✨Stay Ahead of the Curve
Familiarise yourself with emerging technologies and trends in the CX space. Be prepared to discuss how you can integrate new tools or methodologies into existing systems. Showing that you’re proactive about continuous learning will impress the interviewers and align with their focus on innovation.
