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For Companies 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 salary, hybrid working, and generous holiday allowance.
- Other info: Opportunities for professional development and a supportive, inclusive workplace.
- Why this job: Make a real impact on customer journeys and develop your tech skills.
- Qualifications: Experience with Genesys and strong problem-solving abilities required.
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
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 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
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.
Be Yourself in Your Application! At Rentokil Initial, we value innovation, but we want to see your real passion and understanding of the role. A personal touch will help you stand out.
Communications Architect in Crawley employer: Rentokil Initial plc
Contact Detail:
Rentokil Initial plc 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! Prepare a portfolio or case studies showcasing your previous work as a Communications Architect. Highlight how you’ve improved customer journeys and integrated tech solutions – this will make you memorable!
✨Tip Number 3
Ace the interview by being prepared! Research the company’s current CX strategies and think of ways you could enhance them. Bring your ideas to the table; it shows initiative and that you’re genuinely interested in the role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take that extra step to connect with us directly.
We think you need these skills to ace Communications Architect in Crawley
Some tips for your application 🫡
Show Your Passion: When you're writing your application, let your enthusiasm for the role shine through! We want to see your genuine interest in the Communications Architect position and how it aligns with your career goals.
Tailor Your Experience: Make sure to highlight your relevant experience with CX solutions and Genesys. We love seeing how your background fits into our needs, so don’t be shy about showcasing your skills and achievements!
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so make sure your writing is easy to read and gets straight to the heart of what you want to convey.
Apply Through Our Website: We encourage you to submit your application 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!
How to prepare for a job interview at Rentokil Initial plc
✨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’re not just knowledgeable but also practical.
✨Showcase Your Design Skills
Prepare to discuss your approach to designing customer-centric solutions. Bring examples of your UML documentation and data modelling work. This will demonstrate your technical expertise and ability to translate complex requirements into effective communication strategies.
✨Communicate Like a Pro
Since this role requires excellent communication skills, practice articulating your thoughts clearly and confidently. Be ready to explain technical concepts in a way that non-technical stakeholders can understand. This will highlight your ability to collaborate effectively across teams.
✨Stay Ahead of the Curve
Research emerging technologies and trends in CX and Genesys. Be prepared to discuss how these innovations could impact the role and the company. Showing that you’re proactive about learning and adapting will impress your interviewers and align with their focus on continuous improvement.