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- Tasks: Design and document innovative customer experience solutions using the Genesys Cloud platform.
- Company: Join Rentokil Initial, a leader in customer experience technology.
- Benefits: Enjoy competitive salary, hybrid working, and generous holiday allowance.
- Other info: Opportunities for professional development and continuous learning in cloud technologies.
- Why this job: Make a real impact on customer journeys and enhance communication solutions.
- Qualifications: Experience with CX solutions and Unified Communications platforms, especially Genesys.
The predicted salary is between 60000 - 80000 ÂŁ 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
- 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 center efficiency
- Methodology: Experience with Agile development methodologies
- Communication: Excellent communication and interpersonal skills
- Analytical: Strong problem‑solving and analytical skills
Training & Role Expansion Opportunities
- 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 in Crawley employer: Rentokil Initial Careers
Contact Detail:
Rentokil Initial Careers Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Communications Architect in Crawley
✨Tip Number 1
Network like a pro! Reach out to folks in the industry, especially those who work with Genesys or in CX roles. A friendly chat can lead to insider info about job openings that aren't even advertised yet.
✨Tip Number 2
Show off your skills! Create a portfolio or a personal website showcasing your previous projects and achievements in communications architecture. This gives potential employers a taste of what you can bring to the table.
✨Tip Number 3
Prepare for interviews by brushing up on common technical questions related to CX solutions and Genesys. Practice explaining your thought process when designing customer-centric solutions – it’ll show you know your stuff!
✨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, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Communications Architect in Crawley
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience with CX solutions and the Genesys platform. We want to see how your skills align with our needs, so don’t hold back on showcasing relevant projects!
Showcase Your Technical Skills: Since this role is all about technical architecture, be sure to include specific examples of your work with Unified Communications platforms and any relevant certifications. We love seeing how you’ve applied your knowledge in real-world scenarios!
Be Clear and Concise: When writing your application, keep it straightforward and to the point. Use clear language to describe your achievements and experiences, as we appreciate a well-structured application that’s easy to read.
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Rentokil Initial Careers
✨Know Your Genesys Inside Out
Make sure you’re well-versed in the Genesys Cloud platform. Familiarise yourself with its features, capabilities, and how it enhances customer experience. Being able to discuss specific use cases or examples from your past experience will show that you can hit the ground running.
✨Showcase Your Technical Design Skills
Prepare to discuss your experience with technical architecture and design. Bring examples of UML documentation or data models you've created. This will demonstrate your ability to design scalable and integrated solutions that align with architectural principles.
✨Communicate Like a Pro
Since this role requires excellent communication skills, practice articulating your thoughts clearly and concisely. Be ready to explain complex technical concepts in a way that non-technical stakeholders can understand. This will highlight your interpersonal skills and ability to collaborate effectively.
✨Stay Updated on CX Trends
Research the latest trends and technologies in customer experience and communication solutions. Being knowledgeable about emerging technologies will not only impress your interviewers but also show your commitment to continuous learning and improvement in the field.