Senior Manager – Cloud Contact Centre & Customer Experience (CX) Architect, Engineering, AI & Data, Technology & Transformation

Overview

In this role, you will lead the design and delivery of cloud-based contact centre and CX platforms for top organisations. You’ll translate business needs into scalable, secure architectures and guide cross-functional teams through implementation and optimisation. You’ll shape omnichannel engagement solutions and act as a trusted advisor on customer experience transformation and cloud adoption. This is an opportunity to work with leading CCaaS technologies and drive measurable client value.

Pay / Benefits

• hybrid working policy
• opportunity to work in London
• focus on wellbeing and development
• world-class development opportunities

Responsibilities

• Lead solution design and delivery of cloud-based contact centre and CX platforms
• Collaborate with clients and technical teams to translate requirements into scalable architectures
• Design omnichannel engagement solutions (voice, chat, AI-powered self-service, routing, analytics)
• Provide technical leadership across transformation programmes and end-to-end delivery
• Build relationships with client stakeholders and technology partners as trusted advisor
• Develop innovative cloud-native solutions using AI, automation, and knowledge management
• Support business development through proposals, presentations, and demonstrations
• Mentor delivery teams and contribute to capability development and assets

Key requirements

• Hands-on experience designing and delivering enterprise-scale CX solutions
• Strong understanding of contact centre operations (omnichannel, routing, IVR, WFM)
• Ability to translate business requirements into scalable, secure architectures
• Experience leading client workshops and design sessions across teams
• Experience managing complex transformation programmes and stakeholder expectations
• Strong consulting and communication skills with executive audiences
• Experience developing business cases, vendor assessments, and cloud migration programmes
• Experience designing solutions across cloud, hybrid, and on-prem CCaaS environments

• strong communication and presentation skills
• ability to build trusted client relationships
• consulting mindset and stakeholder management
• CCaaS platforms: Amazon Connect, Salesforce Service Cloud Voice (SCV), Microsoft Dynamics 365 Contact Center
• Other CCaaS vendors: Genesys Cloud, NICE CXone, Vonage, Cisco Webex Contact Center, Five9s, Talkdesk
• IVR, ACD, CTI, voice and digital channels, analytics, reporting

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