Solutions Architect

We are seeking an experienced Solution Architect to join the growing Solution Engineering team. The Solution Architect will maintain ownership of the overall Route 101 solution as it transitions from the point of sale into implementation. This solution will often consist of multiple technologies and therefore be dependent on several Route 101 Practices and/or vendors. The Solution Architect will need to work across these parties to ensure alignment of the design to the requirements and approved Statement of Work. This will require the production of High Level Design (HLD) documentation which will inform the Low Level Designs produced by assigned Technical Architect resource. Ultimately, the Solution Architect will be the key technical point of contact in a client delivery engagement.

Furthermore, under the CX Consulting services that we provide, the Solution Architect role may also be engaged in the delivery of these service packages and the longer-term development of existing client deployments.

• Deliver robust, scalable designs that meet client objectives.
• Reduce risk by identifying gaps in existing solution sets.
• Ensure smooth handover to implementation engineers with complete documentation.
• Drive consistency and quality across all solution engagements.
• Support and drive the sales cycle, assessing potential application of the Route 101 portfolio to meet customer needs.
• Lead complex transformational engagements and identify business value as well as technical solutions.
• Be conversant in the broader Route 101 portfolio and its application to drive business outcomes.
• Demonstrated experience in building long-term client relationships and managing stakeholders effectively at both operational and C-level tiers.
• Articulate technical solutions in the context of Contact Centre operations and customer journey mapping, not just technical metrics.
• Use system analytics and health checks to proactively identify service improvements, beyond reacting to break/fix scenarios.
• Identify organic growth opportunities or 'upsell' potential through solution optimisation to support the sales function.
• Act as a bridge between technical teams and consulting/commercial practices to ensure strategic alignment.
• Represent Route 101 at industry events and forums, including delivery of webinars and public presentations.
• Carry out industry research and analysis to keep Route 101 current, relevant and focused — which may include writing white-papers or other articles.
• Engage in Research & Development activities.
• Maintenance and management of Route 101 documentation templates and processes to support the Solution Architecture function.

• Proven experience solving customer contact requirements through the application of contact centre technologies.
• Passion for Cloud and emerging technologies and how these approaches can address customer issues.
• Awareness of common components and services to support the Enterprise Architecture, and the role of the Route 101 solution within this.
• Experience in the production and iteration of High Level Design documents and artefacts associated with complex solution delivery.
• Able to review and comment on Low Level Designs to ensure consistency with overarching solution objectives.
• Experience of cloud technologies such as Zendesk, CXone and Amazon Connect is highly desirable, as well as an up-to-date grasp of the expanding use of AI.
• Knowledge/experience of integration methods, such as APIs and web-based applications, in particular commonly adopted CRM platforms.
• Consultative approach to understand business requirements of the prospective customer and translate to the technical solution.
• Adapt to and work effectively with a variety of clients and in challenging situations, establishing credibility and trust quickly.
• Confident in presenting to audiences of all sizes and levels of seniority.
• Must be organized and take ownership for delegated projects and work with autonomy.
• Demonstrate leadership within a given project across the assembled architecture resource.
• Strong analytical and problem-solving skills with a focus on delivering practical, client-focused solutions.
• Able to quickly grasp complex problems and analyse available information to seek resolution.
• Degree level or equivalent relevant industry experience and certification.
• Very high standard of spoken and written English.

We value diversity and are committed to equality of opportunity for all employees and applicants. As part of the Disability Confident Scheme, we guarantee an interview to disabled applicants who meet the minimum criteria for the role.

If you are an experienced Solution Architect with a passion for delivering technology solutions, we want to hear from you! Please submit your application, including your CV and cover letter, outlining your experience and why you are the ideal candidate for this role.

We want our recruitment process to be accessible to everyone. If you require any adjustments to complete your application or to participate in the interview process, please let us know. We are happy to provide information in alternative formats or make other reasonable adjustments as needed. Your request will be treated confidentially and will not affect your application.