At a Glance
- Tasks: Design and evolve our global cloud contact center solutions using AI and digital channels.
- Company: Join a forward-thinking tech company focused on innovation and collaboration.
- Benefits: Competitive salary, flexible work options, and opportunities for professional growth.
- Other info: Dynamic role with a chance to influence the direction of our contact centre ecosystem.
- Why this job: Shape the future of customer experience with cutting-edge technology and impactful solutions.
- Qualifications: Experience in contact center 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.
Responsibilities
- 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.
Qualifications
- 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, Amazon Connect, Genesys Cloud). Strong understanding of IVR, ACD, 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.
Solutions Architect – Contact Center (Cloud & AI) in Manchester employer: Ydu Jc Air Cond & Ref Inc.- Dubai
As a Solutions Architect at our company, you will thrive in a dynamic and innovative environment that prioritises collaboration and employee growth. We offer competitive benefits, a strong focus on professional development, and the opportunity to work with cutting-edge technologies in cloud and AI, all while contributing to enhancing customer experiences globally. Join us in a culture that values creativity and forward-thinking, making it an exceptional place to build your career.
Contact Details:
Ydu Jc Air Cond & Ref Inc.- Dubai Recruitment Team
