Solution Architect

Role Overview

The Solution Architect is a senior individual contributor responsible for the end-to-end technical integrity of the SP Digital Contact Centre solution. This role owns solution governance across all architecture domains — application, integration, data, and technical infrastructure — and serves as the primary technical authority in client-facing discussions with SP Group stakeholders.

Key Responsibilities

Solution Architecture & Governance

• Own the end-to-end solution architecture across application, integration, data, and technical infrastructure domains
• Maintain architectural consistency and integrity across all workstreams and delivery phases (Analyze & Design through to Go-Live)
• Chair architecture review sessions and govern technical design decisions, ensuring alignment with SOW requirements, SP ITD standards, and Accenture delivery standards
• Identify, document, and manage technical deviations and design decisions with appropriate justification and client sign-off
• Define and enforce architecture guardrails, standards, and patterns for the delivery team

Amazon Connect& AWS Platform

• Lead the design of the Amazon Connect platform, including contact flows, IVR, queue management, skills-based routing, and AWS Landing Zone configuration
• Architect the AWS infrastructure underpinning the DCC solution (Lambda, S3, DynamoDB, Kinesis, CloudWatch, IAM, and related services)
• Design and validate the BYOC (Bring Your Own Carrier) architecture integrating Singtel SIP trunk with Amazon Connect via SCC-AC connector
• Define recording, retention, monitoring, and security configurations in alignment with SP's cybersecurity and compliance requirements
• Validate Amazon Connect native routing configuration and advise on platform capabilities and constraints (e.g., skill proficiency ranges, auto-accept behavior, supervisor controls)

Contact Centre Functional Architecture

• Provide architectural guidance across all contact center capabilities: Voice, IVR, Chatbot, Live Chat, WhatsApp, Email, WFM, QM, and Reporting & Analytics
• Ensure the voice and digital channel architecture supports SP's 16 hotlines, 3 digital channels, and 10 email mailboxes across SPS and SPPG entities
• Define failover and fallback architecture in alignment with SOW specifications, including the Alcatel OXE/OTSBC backup call system integration

Client-FacingEngagement

• Serve as the primary technical point of contact for SP ITD (Information Technology Division) and SP business stakeholders on architecture and infrastructure matters
• Lead or co-lead architecture workshops, technical design walkthroughs, and solution playback sessions with the client
• Prepare and present architecture artefacts to SP for review and endorsement
• Manage and communicate the impact of technical decisions on scope, timeline, and risk in a clear, business-accessible manner

Collaboration& Delivery

• Work in close partnership with the Salesforce Architecture Lead (covering Salesforce Service Cloud / Agent force design)
• Provide technical oversight of the Atreides Connect subcontractor team responsible for voice and IVR build
• Support the BA and testing teams with technical guidance during Analyze & Design, Build, SIT, and UAT phases

Escalate unresolved platform constraints or risks to the Delivery Lead with recommended resolution paths