Contact Centre Architect

Contact Centre Architect - Contract Role - Inside IR35

My client, a leading energy firm is looking for an experienced Contact Centre Architect to join their team. This role offers a unique opportunity to drive the development and execution of an omni-channel customer experience strategy, working closely with key stakeholders and leading the innovation of contact centre solutions.

Stakeholder Collaboration:

• Work closely with stakeholders to deliver the omni-channel CX strategy and drive business change.
• Build strong relationships with senior business unit stakeholders, ensuring alignment on technology and strategy.

Roadmap Development and Execution:

• Collaborate with Engineering teams to develop and execute the roadmap for contact centre solutions (voice, BOT, chat channels).
• Provide strategic guidance on technology solutions, ensuring alignment with organisational strategies and standards.

Innovation and Emerging Technologies:

• Stay updated on industry trends and emerging technologies, identifying areas for adoption and innovation.
• Provide thought leadership on technology adoption and drive innovation within the organisation.

Governance and Compliance:

• Ensure compliance with industry standards, regulations, and security policies.
• Refine and enforce architectural governance processes to ensure consistency and compliance across projects.

• Proven experience in contact centre architecture and omni-channel solutions (voice, chat, BOT, etc.).
• Strong understanding of Enterprise Architecture and the ability to lead the definition of reference architectures and solution designs.
• Experience working with senior stakeholders, driving alignment on technology strategy and supporting business change.
• Strong knowledge of technology roadmaps, governance, and compliance standards.
• Ability to evaluate and adopt emerging technologies to drive innovation and improve business processes.
• Experience mentoring and coaching teams to create a collaborative, high-performing environment.
• Strong communication skills, with the ability to provide thought leadership and engage effectively with stakeholders at all levels.

Please apply with your updated CV if you're interested in the role, or contact us for more information